ASHLEY LIPING MA

• Client facing role, travel is required
• Provide support through lifecycle of clients by identifying at risk processes, driving process consistency and championing scalability for service delivery organization
• Actively monitor service delivery quality and provide information and solutions to account management teams and leadership teams to maintain client health
• Set and manage clear expectations with partners , which includes customer facing interactions (with both internal and external parties), use of effective communication, project management and B2B customer lifecycle knowledge
• Build and maintain relationships with account management teams, call centre teams, and internal teams to collaborate, influence, and effectively drive improvement performance initiatives
• Write, edit and deliver specialized account processes to frontline service delivery teams and individual travel consultants in virtual or contact centre setting
• Contribute to travel consultant knowledgebase articles in partnership with Global Training team
• Manage customer retention process to minimize churn and enhance revenue opportunities in support of business growth and profitability
• Project manage customer service initiatives finding new ways to improve process, improve efficiencies, and opportunities to improve customer experience for clients
• Research, identify issues and resolve customer concerns by phone or email while meeting required service level and case per day expectation
• Log each issue identified in Salesforce to ensure accurate reporting of trend-tracking issues
• Identify trends of types of issues and communicate that back to Team Leader, Client Services so that action can be taken to improve
• Look at big picture for client to ensure best possible resolution is being taken for overall health of client
• Contribute to travel consultant knowledgebase articles as needed, and design and provide training to client’s specifics when needed
• Seek opportunities to share knowledge and mentor others through documentation or training so as to improve service quality.
• Travel for client quarterly /yearly business review when required
• Collaborated with cross-functional teams to identify areas of improvement, leading to better alignment of goals and objectives.
• Developed, tracked and analyzed variance of key performance measurements. Spearheaded continuous improvement initiatives to increase operational excellence and development.
• Worked with technical resources to conduct root cause analysis and prevent future issues.

• Oversee 2 operations teams with total 16 agents in Singapore and 4 agents in Sri-Lanka
• Meeting KPIs including SLAs for calls, emails, accuracy and productivity
• Monitoring progression/achievement of SR Financial targets or KPIs on monthly, quarterly and yearly basis
• Mentor and support team leaders for improved team performance and daily operational issues
• Drive weekly meeting and regular coaching with team leaders
• Coach, mentor, and monitor both on shore and offshore team members’ performance on quality and productivity, recommend corrective action and advise improvement plan
• Conduct weekly and month meeting with Team Leaders, and 1 on 1 catch up with team members to gather feedback as well as updates on clients, products and others
• Build team spirit, ensure upbeat moral in teams to increase employee retention
• Conduct quality checks to ensure accuracy of work and improve and sustain clients
• Ensure agents clear unbilled transactions
• Approve/decline ADMs/credit notes/billing related items
• First point of contact for clients on operation issues and responds to queries, providing solutions to client and team for best operation practice
• Visiting Client with Program Managers, answering client all queries for operation related issues
• Recruitment of team members when required
• Attending Client RFP meetings, and present Demo of internal products when required
• Work closely with suppliers like hotels, airlines and discussion on behalf of clients when required
• Drive discussion with Technology team, Program Management Team/Finance Department, to improve workflow, processes, technology that will ensure to help agents improve service quality, productivity and accuracy etc
• Ad-hoc Projects -SME fare projects, Yapta, Tripbam implementation (operation representative).

• Oversee the team, meeting KPIs, including SLA for calls/emails/accuracy/productivity, etc
• Manage team resources as their line manager, ensuring team's leave is well managed and in shared calendar
• Conduct daily morning briefing with air, hotel promotion, and clients news, policy updates, and ensure all internal and external updates are distributed
• Support and drive results on new initiatives, be positive to changes
• Providing on job training for team when required
• Conduct call monitoring for each consultant
• Ensure all agents complete all transactions assigned
• Approve/Decline ADMS/CN/IR before OM final approval
• Conduct quality checks to ensure accuracy and increase client retention
• Provide Support and coaching to team members, conducting month 1-on-1 to team members and leading team to success
• Take in charge of team staff development strategies to continually improve and strengthen teams
• Attend client meeting when required
• Provide support to Account Managers and sales when information required from operations side Quality check
• First point of escalation for client problems and providing resolution promptly to client
• Attend client meeting with Account Managers to gather feedback from customer and understand their needs
• Investigates issue with client escalations, find root cause, provide action plan to clients
• Maintaining customer service quality and standards
• Assists client resolutions.

Companies worked for :

Mar 2007 - Mar 2008 - Wang Dynasty Pte Ltd (UK)

Sep 2008 - Dec 2009 - Tourist Mobile Pte Ltd (SG)

Jan 2010 - Jun 2012 - Carlson Wagonlit Travel Pte Ltd (SG)

Jul 2012 - Sep 2013 - Griffin Travel Pte Ltd (SG)

Jan 2018 – April 2018 - Corporate Travel Management (SG)

• Provide accurate business travel arrangement for Marine & Corporate accounts including air, hotel, car and ground transportation arrangement
• Tailor-making complex travel itineraries with scheduled fights and various ground products
• International Rate Desk Service- Achieve saving through alternative routing options on alternate carriers
• Determine best breakpoints to produce the most cost-effective series of trip segments
• Review all international travel requests to determine the best opportunities for savings to client
• Promote company's preferred vendor and products to maximize profit, and ensure compliance to meet clients travel policy
• Understand customers’ needs to propose best alternatives in terms of pricing & routing
• Build and maintain good working relationships with our corporate customers
• Visiting customer so as to gathering feedback and improving daily service to gain customer loyalty.