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Liew Jarrett

Liew Jarrett

Followers of Liew Jarrett284 followers
location of Liew JarrettSingapore, Singapore

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  • Timeline

  • About me

    OM at R-logic, Ex-Lalamove, Ex-Shopee, Ex-Klook, COPC Certified

  • Education

    • SEGi College Penang

      2009 - 2011
      High School Diploma Hotel, Motel, and Restaurant Management

  • Experience

    • TDCX

      May 2012 - Sept 2019

      Sales, business development and technical support on China market for the social media industry. Leading pioneer team build from scratch, create and fine-tune procedures, guideline. Craft the project related necessaries, to fulfill the client’s needs and meet KPI / Target. Identifying & driving efficiency & effectiveness within the team & highlight pertinent issues for process improvement. Handling customers’ escalations and aiming for a first call resolution. Assist the client onsite with different test projects.

      • Customer Service and Sales Lead

        May 2018 - Sept 2019

      • Customer Service Team Lead

        May 2012 - May 2018

    • Klook

      Nov 2019 - Jun 2020
      Customer Experience Supervisor

      Leading customer service team to ensure target is met, workforce forecast and arrangement.Crafted project to help agent's growth, actively look for operation pain points from different perspectives and provide feedback with suggestions and action plan

    • Shopee

      Jun 2020 - Aug 2021
      Senior Associate

      Oversee Community Customer Service Team, Escalation team, Backlog management PIC for CS Department.Deal with the inhouse community and BPO partner to track improvement, ensure KPI is achieve, motivate team members and maintain staff satisfaction/ personal growth. Involved in ad-hoc project to ensure stakeholders and business partner’s satisfaction.

    • Hi.150

      Jan 2021 - now
      Co-Founder

    • Lalamove

      Aug 2021 - Aug 2022
      Assistant Manager

      Oversee CS daily operations, implement SOP / process to ensure alignment of handling, improving customer experience.Implement and automate tools for data transparency, reporting and review, reducing manual workloadMaintain and boost site level/ team's KPI, ensure team member's personal growth, nurture them by create opportunity on different projects.Headcount management, planning to ensure resources are on correct metrics.Identify and introduce training based the site level gaps/ challenge Show less

    • South Pasific Meats, New Zealand

      Jan 2023 - Dec 2023
      Meat Processor

      Part of daily meat factory operation, ensure product meeting quality according to standard.

    • Outlier

      Dec 2023 - now
      AI Trainer

      Developing and optimizing training data to improve the accuracy and effectiveness of artificial intelligence models, particularly in English and Mandarin processing and machine learning contexts.Evaluate AI prompts across various quality dimensions.

    • IPRAISE

      Dec 2023 - now
      Sales Specialist

      I sell Ice creamI sell 3D design Ice creamI sell healthy and special 3D design Ice cream

    • KPay Merchant Service

      Jan 2024 - Mar 2024
      Business Development Specialist

      Responsible for merchant acquisition, maintain good relationship with existing merchants.Based on local market characteristics, make localized business strategies and achieve finalgoals.

    • LanguageLine Solutions

      Mar 2024 - Jun 2024
      Language Interpreter

      Interpret on-demand English to Mandarin and vice versa on different sectors such as medical, insurance, emergency and legal.

    • R-logic Ptd Ltd

      Jun 2024 - now

      Oversee daily operations to ensure efficiency and effectiveness in service delivery, responsible for strategic planning and direction, implement overall processes, cost management strategies to optimize resources and improve profitability.Ensure point-to-point delivery of services, maintaining high standards of customer satisfaction, craft and build a exceptional customer experience journey. Fostering a positive team culture and promoting professional development.Manage business acquisition efforts to drive growth and expand market reach, collaborate on marketing initiatives to enhance branding and increase brand awareness. Develop strategies to improve market visibility and attract more attention to our services and product.Leverage AI technologies to reduce workload and enhance job effectiveness across teams. Show less Lead and manage frontend and backend customer service teamEnsure seamless interactions between our front-line team members and customers, establish structured processes and clear guidelines that empower the teams to deliver exceptional service. Fostering collaboration between the front-end and back-end teams, meet and exceed our key performance indicators (KPIs) for handling customer inquiries and issues.Understanding that the customer is our priority and non-negotiable, create memorable and impactful customer service experiences that leave a lasting impression. Show less

      • Operations Manager

        Jan 2025 - now

      • CS Lead

        Jun 2024 - now

  • Licenses & Certifications