Carmen Y.

Experience

• 

  Singtel

  Jul 2013 - now

  • Lead projects to improve productivity and efficiency of staff members.• Motivate and inspire the team to surpass their potential including exceeding and meeting departmental objectives.• Manage a team of sales support staff to run the daily operations including assignment of daily cases to team members, monitoring work load and team members’ performance.• Drive staff efficiency in completing daily task fast and provide efficient responses to questions from internal and external customers.• Managed and liaised with various departments to assist in customers’ requirement.• Resolve customer queries efficiently and escalate problems/issues promptly.• Monitor and keep in pace daily operational activities and trends from escalations, to understand and ensure any systems abnormalities are flagged timely, so to minimize impact to customers and Business. • Coordination between different departments to ensure customers services requirement date is met with best effort as well as to ensure minimum disruption.• Build customer loyalty through excellent customer service etiquette and attention to customer needs• Maintain up-to-date knowledge on the product offerings, promotions, special handling of customer queries• Provide weekly insights on team’s performance and any significant issues or unanticipated events.• Managing escalated dispute, fraud cases and high profile cases including billing dispute. Show less Point of sales and post-sales support/ transactions:• Sales support: • Bill Consolidation• Adhoc requests from Sales• Processing of application forms for Consumer, Voice products, World-Conference & temp services that require appointment booking & ICON submission• Raise credit adjustments & renewal back-dating, if necessary• Number reservation, Resource checks (If sales member is on field)• Handle provisioning enquiries for post sales• Refer Sales leads• Transfer, termination, Relocation & Corp-data VAS activation• Salvage termination cases• Verify & Raise Credit adjustments, Refit of services• Individual bad debt chase (BR related)• Manage Customer Complaints/Disputes• Mobile Coverage• Sales related issues >3 months from RFS• Billing disputes• Resolve maintenance issues(from TAC)• High profile / Top Management • Escalated ISDN / IPhonenet / DEL / ITFS fraud cases• Manual Billing for ICT products• Manage & Process complex billing related request• Entering Dispute Sum Show less • Managing a team of temp staff• Handle escalated cases that does not fall within FAQs.• Managing high volumes of new applications during peak period.• Efficiency in completing daily task fast.• Providing efficient responses to questions from clients.• Managed and liaised with other various departments to assist in customers need.• Different types of services requiring skills in handling clients as well as my proficiency in two languages would be fully utilized to achieve a potential employer goal of profit maximization.• Processing of daily orders, data entries, filing and other ad-hoc duties.• Build customer loyalty through excellent customer service etiquette and attention to customer needs Show less

  • Sales Manager

    Jan 2020 - now

  • CRE Team Lead - Business Segment

    Sept 2018 - Jan 2020

  • Customer Relation Executive

    Dec 2013 - Sept 2018

  • Mobile Customer Service Exec

    Jul 2013 - Dec 2013