Jessy Ng

Experience

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  OCBC Bank

  Oct 2007 - Jul 2018

  Contact Centre Team Manager

  Oct 2007 – July 2018 : E2 Power Sdn Bhd- OCBC Bank Subsidiary Contact Centre Team Manager (Rank: AVP 5)Customer Service Executive (October 2007 - September 2011)Team Manager (December 2012 - July 2018)o In charge of a group of customer service executives, who doing inbound or outbound calls.o Responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff. o Ensuring that customer service agent have the knowledge and skills to answer customers’ enquiries, requests for support or problems quickly and effectively.o To ensure that the right level of resources are available to meet customer demand. By analyzing records of incoming calls, I can identify peak times and quiet times. At peak times I must ensure that we have enough agents on duty to minimize call-waiting time – the time customers have to wait on hold to speak to an agent.o To make sure that the team does its best to meet customer needs by giving helpful tips on a product, making recommendations on how to resolve customer issues, troubleshooting problems and answering complaints.o Managing all my staffs to assured they are routinely meeting any goals set by management to resolve a quota of customer issues or answer a number of calls.o To motivate the team, work with them to make sure they abide by all company policies and procedures.o Preparing reports on various aspects of call-center performance to other members of the management team.o Conducts meeting with other department to discuss the issues faced at Contact Centre and also gather feedback from other department for improvement.o Performs administrative duties that include waiver review/approvals, preparing of letters to customers and check all the open Service requests.o Responsible to ensure all customers’ queries and complaints are attended promptly. Show less

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  Hong Leong Bank Berhad

  Jul 2018 - Mar 2022

  Contact Centre Service Manager

  Strategic Leadershipo Accountable for the day performance of the Customer Service to deliver a best in class service, meeting or exceeding all KPIs and within budget.o Accountable for driving significant performance and operational improvements across the Contact Centre through the development of the long term vision and strategy of the Contact Centre.o Challenge the current operating model to improve the customer experience whilst delivering an efficient service.o Operate as the leadership team to promote collaboration of all team within Centre Centre and also across the Bank with other department.o Applying best practice, deliver continuous improvement strategies identified through both employee and customer insight creating a positive change of environment.People Management/ Development/ Hiringo Lead, inspire and co-ordinate the Contact Centre Team Manager and staffs at all levels to create motivated and engaged staffs.o Embed a performance culture, framework and review processes to achieve service levels and improvement against set targets to drive a continuous improvement environment.o Set expectations, share best practice and develops leaders and others to ensure that they maximize their performance, meet the required standard and continuously develop their capabilities and experience.o Lead the manager to attract, retain and develop the capacity, capability and talent to provide for succession and ensure delivery of business objective.o Accountable for delivery of the hiring, training and coaching strategy across the Contact Centre.o Work with the Scheduling team to ensure the resources is fully utilised and any contact demand is effectively covered.Cost Management/Cost Controlo Accountable for the day to day performance of the Contact Centre to deliver a best in class service, meeting or exceeding all KPIs (including sales) within budget to achieve distribution channel growth, high conversion and proactively manage efficiencies. Show less

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  Teleperformance

  Mar 2022 - now

  Operations Manager