Kelvin Cai

Experience

• 

  Singapore Press Holdings

  Apr 2015 - May 2018

  Circulation Executive

  • Manage NTUC FairPrice Online Contact Centre Project from April 17 – May 18 as well as SPH Circulation Contact Centre.• Achieve more than service level standards (KPI) in all interactions with clienteles • Provide out of box ideas for constant improvements and have them successfully implemented• Prepare relevant reports and presentations for management • Manage all enquiries and feedback for the Customer Service Department• Building customer relationships through effective follow-ups and appropriate resolutions• Participant in various projects to improve the profitability, productivity and efficiency of the department• Involve in many other ECAs of the section Show less

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  NTUC Fairprice Co-operative Ltd

  May 2018 - Dec 2019

  Team Manager (Online)

  • Perform Reporting/Data Analysis to senior management on customer feedback• Review and improve work processes and SOPs to enhance service and user experience• Work with inter departments/ vendors to identify possible processes for automation• Responsible for leading and guiding a team of 20+ CS staff to improve customers’ online shopping experience with FairPrice. • Work closely with various stakeholders which include the operation team and logistics vendor in the coordination of customers’ requests as well as management of their feedbacks and enquiries.• Manage shift operations that include effective roster management, manpower allocations, customer experience quality, service ticket resolution and weekly operations review.• Keep a close eye on relevant metrics to ensure a productive and efficient operation• Plan and implement initiatives to improve service excellence• Hold regular meetings with staff to discuss expectations and action out team concerns. Show less

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  Amazon

  Dec 2019 - now

  • APAC Operations Manager II (Risk Management)

    Nov 2023 - now

  • APAC Operations Manager

    Dec 2021 - Nov 2023

  • Senior Specialist Lead

    Feb 2021 - Dec 2021

  • Account Specialist

    Dec 2019 - Feb 2021