Dennis Buy

Experience

• 

  Hewlett Packard

  Mar 2006 - Mar 2010

  Customer Relations (Singapore Team Leader)

  • Represent to respond to and resolve customers’ feedback timely and effectively to achieve customer loyalty objectives• Liaise with different departments to manage and resolve customers’ issues of concerns, and uplift their confidence in the company’s products and support services• Monitor and track the feedback trend, provide a clearer insight and better resolutions to the customers• Manage the progress and development of a team of 7 members

• 

  Singapore General Hospital

  Mar 2010 - Oct 2010

  Service Quality Executive

  • Handle and manage patients' feedback according to the service standards of the Service Quality Feedback team.• Liaise with internal stakeholders to support the investigation and service recovery processes• Ensure proper and timely follow up and closure with patients and their families for the feedback raised.

• 

  Hewlett-Packard Singapore

  Oct 2010 - Mar 2015

  Customer Relations Team Leader

  • Recruited and mentored the SG Customer Relations Team to resolve all the local consumers’ feedback and complaints.• Personally negotiate all the local high profile escalations (MNC, Major Accounts, and Government Agencies), CASE and Small Claims Tribunal (SCT) cases.• Approving Manager to authorize all the resolutions proposed for local complaint management.• Monitor KPIs for regular evaluation of existing programs and activities. Assess and identify the areas of improvement, develop and implement new engagement strategies for continuous improvement in the service delivery system.• Conduct regular evaluation of the service level performance of the Service Centre, define and develop structured training programs for CSO.• Compose training materials and conduct training for new staff orientation Show less

• 

  Asus Global Pte Ltd

  Mar 2015 - Jan 2017

  Service Operations Manager

  • Manage external vendors on the daily operations and performance for the in and out of warranty servicing of all the company’s products, and ensure compliance of global and local policies / regulations.• Devised processes for service enhancements and improvements, and ensure they are carried out duly and effectively.• Main escalation point for all operation and customer complaint related matters, to reconcile and formalize all the necessary resolutions.• Daily assessment and review of the SLA performance, to ensure all the local and regional targets are met / deviations are been addressed with proper resolution to attain overall SLA improvement, cost savings, customer satisfaction.• Identify service delivery improvements opportunities and develop new execution programs. Show less

• 

  Company HP Inc

  Feb 2018 - Feb 2019

  Global Service Delivery Manager (SIA Project)

  • Supervised the global IT service operations for worldwide SIA Airport and Town Offices’ users.• Resolved all service related dissatisfactions and issues reported.• Enforces all facets of the programs to ensure contractual requirements are achieved performance standards are maintained and customer requirements (contracted service levels) are consistently met.• Evaluate and document all metrics data into weekly and monthly reports to senior management, identify the gaps and unresolved issues, execute recommendations/solutions to improve efficiency and overall service experience.• Facilitates training and support to overseas team to deliver higher success rates in operational performance.• Regulates the internal Call Centre activity to ensure service response requirements are achieved. Show less

• 

  Accenture

  Mar 2020 - Jul 2021

  Service Delivery Operations Senior Analyst

  1) Drive and manage a team of 30 analysts' performance remotely, to achieve SLA results with the highest possible standard of quality and delivery2) Review results, analyze data to gather insights to determine the root failure points and drive training to improve results, quality, and processes3) Work with different teams across the project on different people engagement projects and tasks.4) While working remotely from home, build strong core team values and promote continuous improvement across the team through online games and quizzes, organize online chats and discussions, team competitions, and recognize the efforts and results of the team, as well as providing ample guidance and support to challenge them to be highly effective.5) Drive local improvement projects to support global initiatives. Show less

• 

  SkillsFuture SG

  Mar 2022 - now

  Manager