Azman Bin Abu Bakar

Experience

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  Tyco, Fire & Security Services Pte Ltd

  Feb 2005 - now

  Lead Monitoring Centre Associate

  - Oversees call centre operation by leading a team of Customer Service Officers, conducts weekly call audit and ensures good planning of staff work roster- Improves customer service quality results by studying, evaluating; and re-designing processes; monitoring and analyzing results; implementing changes- Oversees the achievement and maintenance of agreed customer service levels and standards taking into account customer differentiation- Effectively manages complaint escalation process to minimise handing over to higher management and follow up with close monitoring- Involves in staff recruitment and appraisals; training and development of new staff to deliver a high standard of customer service, minimise customer complaints and maintains overall service level Show less

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  Johnson Controls

  Oct 2018 - now

  Monitoring Centre Supervisor