Audrey Ng
Summary
To pursue a challenging position in the area of customer services with an established organization, that will allow continuous upgrade knowledge and skills, including professional development and career growth.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Head, Contact Centre
Income Insurance Limited
11.2018 - Current
- Set and provide strategies and initiatives to streamline work processes, development of contact center and meet organizational goals and objectives
- Continuous review of business processes to identify/address any process or compliance gaps to achieve business objectives
- Was successful in deflecting 35% of first levels calls to digital channels such as chat bot and IVR
- Lead effective resource planning team, resulting in the reduction of 20% resources savings while continuing to ensure maximum productivity and efficiency.
- Develop plans and offer insight and knowledge on usage of new tools and technologies; Telephony, CRM and WFM to create cost effective operation consistently achieving contact handling SLAs
- Prepare and manage contact center budget then measure and manage costs in line with agreed budget.
- Lead team to win "Best Contact Centre of the Year" Award in 2021 and 2023.
Manager, Contact Centre
NTUC Income Insurance Co-operative Limited
11.2016 - 05.2018
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Responsible for end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints
- Enhance quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Service Support Manager
Samsung Asia Pte Ltd
10.2013 - 10.2016
- Innovate and implement customer care initiatives at Customer Care centers to enhance customer experience
- Liaise with Marketing Department to design and deploy service marketing campaigns
- Analyze and review customer satisfaction index and recommend action plans to stakeholders which lead to 20% improvement in customer satisfaction
- Plan and execute benchmarking exercises against competitors
- Deliver customer care training for team at customer care centers and contact center
- Handle escalated complaints that is attention to Senior Management
- Maintain and manage vendor contracts
- Review and manage department P&L.
Contact Centre Manager
TNT Express Worldwide (S) Pte Ltd
06.2010 - 09.2013
- Effective management of Customer Loyalty Measurement program through developing, implementing and monitoring action plans through participation in cross-functional working groups
- Establish a coaching mindset and culture in the team by ensuring that regular and effective coaching is in place for all employees in the contact center, and supporting the Customer Service Team Leaders in their coaching practices
- Work with the Resource Planning team to proactively ensure that contact center resources are deployed to meet the customer needs of accessibility, whilst effectively managing cost
- Ensure continuous improvement in customer experiences through supporting the deployment of best practice processes in telephone and email handling, complaint handling and service recovery
- Prepare and manage the contact center budget then measure and manage costs in line with the agreed budget.
Senior Project Manager
Teledirect Pte Ltd
09.2007 - 06.2010
- Set up inbound call center for world renowned luxury brand
- Create and implement work processes
- Coach team to meet all KPIs (Key Performance Indicators) and meet strategic business requirements
- Implement training, monitoring and other performance feedback/measurement and quality control procedures to improve overall level of service and growth of employees
- Provide daily, weekly and monthly report to Client on performance of contact center.
Manager, Customer Information and Services
Singapore Tourism Board
04.2004 - 12.2005
Operations Manager
TeleTech Customer Management Pte Ltd
01.2002 - 03.2004
Education
BBA - Accountancy
Curtin University of Technology
Perth, Western Australia11.1995
Skills
- Interpersonal Communication
- Organizational Skills
- Team Management
- Relationship Building
Education And Qualification
- 1992, 1995, Curtin University of Technology, Bachelor of Commerce (Accountancy)
- 1990, 1991, Canning College (Perth Western Australia), Year 12 Matriculation
Certification
Singapore Certificate of Insurance
- BCP, PGI, M9
Timeline
Head, Contact Centre
Income Insurance Limited
11.2018 - Current
Manager, Contact Centre
NTUC Income Insurance Co-operative Limited
11.2016 - 05.2018
Service Support Manager
Samsung Asia Pte Ltd
10.2013 - 10.2016
Contact Centre Manager
TNT Express Worldwide (S) Pte Ltd
06.2010 - 09.2013
Senior Project Manager
Teledirect Pte Ltd
09.2007 - 06.2010
Manager, Customer Information and Services
Singapore Tourism Board
04.2004 - 12.2005
Operations Manager
TeleTech Customer Management Pte Ltd
01.2002 - 03.2004
BBA - Accountancy
Curtin University of Technology
Similar Profiles
Jayden Kwong Seong Juin KwongJayden Kwong Seong Juin Kwong
Associate Client Advisor at Income Insurance LimitedAssociate Client Advisor at Income Insurance Limited
YAP KAH SENG YAP KAH SENG null
Client Relationship Manager at Income Insurance LimitedClient Relationship Manager at Income Insurance Limited
Mark Anthony RevillaMark Anthony Revilla
TS Executive - Senior Conservation Specialist at Income Insurance LimitedTS Executive - Senior Conservation Specialist at Income Insurance Limited