BANU BLASKRAM
Summary
Proven leader in customer service and sales, adept at negotiation and problem-solving, with a track record of enhancing customer satisfaction and streamlining operations at Sea Hawk Lines Pte Ltd. Skilled in active listening and decision-making, consistently achieving positive outcomes. Demonstrates exceptional ability to maintain high-quality standards, ensuring a productive and efficient work environment.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Executive /indoor Sales
Sea Hawk Lines Pte Ltd
04.2018 - Current
- Maintain relationships with carriers and customers. Provide exceptional customer service to customers and carriers. Solve customer and carrier problems and help resolve issues. Provide shipment quotes for customers and set up shipments as required by customers.
- Track and monitor shipments status and inform customer accordingly. Maintain good relationships with both internal and external stakeholders. Handle all customers' enquiries timely and effectively. Work closely with internal operations to meet customers requirements.
- Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
- Served as a liaison between the Customer Service team and other departments, fostering collaboration and open communication to best serve our customers.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Promoted a positive work environment by consistently demonstrating leadership skills, empathy, and professionalism towards both customers and colleagues.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Implemented quality assurance initiatives that resulted in decreased error rates across all channels of communication.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Streamlined the service process for increased efficiency by implementing new strategies and tools aimed at reducing response times.
Customer Service Executive
Infinity Logistics
03.2017 - 03.2018
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintain relationships with carriers and customers. Provide exceptional customer service to customers and carriers. Solve customer and carrier problems and help resolve issues. Provide shipment quotes for customers and set up shipments as required by customers.
- Track and monitor shipments status and inform customer accordingly. Maintain good relationships with both internal and external stakeholders. Handle all customers' enquiries timely and effectively. Work closely with internal operations to meet customers requirements.
Senior Patient Service Associate
Khoo Teck Puat Hospital
02.2012 - 01.2017
- Promoted a welcoming atmosphere by greeting patients upon arrival, quickly addressing their needs, and answering questions clearly.
- Assisted patients with insurance verification, ensuring accurate billing and prompt payment processing.
- Maintained confidentiality by properly handling sensitive patient information in accordance with HIPAA guidelines.
- Contributed to a positive work environment by effectively collaborating with medical staff and other departments.
- Supported clinical staff by organizing and maintaining patient records for easy access and updated documentation.
- Managed multiple phone lines, addressing patient inquiries and directing calls to appropriate departments as needed.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Handled cash transactions accurately while managing the daily collection of copays, deductibles, or other fees from patients at the time of service.
- Enhanced patient satisfaction by providing efficient and compassionate service during check-in and check-out processes.
- Assisted in the management of patient waitlists and coordinated urgent appointments for patients requiring immediate care.
- Improved overall efficiency of the front office by implementing new procedures for timely record-keeping and paperwork management.
- Followed document protocols to safeguard confidentiality of patient records.
- Provided excellent customer service to patients and medical staff.
- Helped address client complaints through timely corrective actions and appropriate referrals.
Production Line Leader
Baxter Healthcare Manufacturing
10.2007 - 01.2011
- Followed good manufacturing processes (GMPs).
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Implemented safety protocols to minimize workplace accidents, ensuring a secure environment for all team members.
- Prioritized employee safety to reduce incidents.
- Maintained high-quality standards by closely monitoring production line outputs and identifying areas for improvement.
- Set up machining, performed required maintenance and made adjustments to machines.
- Resolved conflicts among team members professionally, helping maintain a positive working atmosphere conducive to productivity enhancement efforts.
Education
No Degree - Logistics Management
SINGAPORE POLYTECHNIC
SINGAPORE 07.2023
No Degree - N LEVEL
SI LING SECONDARY SCHOOL
Singapore, Null, Singapore11.2003
No Degree - PSLE
SI LING PRIMARY SCHOOL
Singapore, Null, Singapore11.1999
Skills
- Customer Service
- Product and service knowledge
- Team Training
- Sales Strategies
- Sales Support
- Negotiation
- Quote Preparation
- Problem-Solving
- Multitasking
- Calm and Professional Under Pressure
- Excellent Communication
- Understanding Customer Needs
- Active Listening
- Decision-Making
- Customer Relations
- Data Entry
- Task Prioritization
- Self Motivation
- Customer service excellence
- Computer Skills
- Problem Resolution
- Issue and Complaint Resolution
- Document and Records Management
Languages
Chinese (Mandarin)
Intermediate (B1)
Tamil
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
Senior Customer Service Executive /indoor Sales
Sea Hawk Lines Pte Ltd
04.2018 - Current
Customer Service Executive
Infinity Logistics
03.2017 - 03.2018
Senior Patient Service Associate
Khoo Teck Puat Hospital
02.2012 - 01.2017
Production Line Leader
Baxter Healthcare Manufacturing
10.2007 - 01.2011
No Degree - Logistics Management
SINGAPORE POLYTECHNIC
No Degree - N LEVEL
SI LING SECONDARY SCHOOL
No Degree - PSLE
SI LING PRIMARY SCHOOL
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