Bernard Hee
A Passionate Contact Centre Personnel
Summary
Experienced Customer Experience/Contact Centre Manager with over 20 years of service-oriented experience. Demonstrated strong work performance and dedication to on-the-job achievement. Results-driven focus on monitoring staff member performance and ensuring continuous improvement through effective training and coaching. Skilled in complaint resolution and efficient handling of administrative tasks.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Programme Manager
Irma Insights
06.2024 - Current
- Collaborated with business partners to set priorities based on business needs, resource capacity and risk exposure.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
- Established team priorities, maintained schedules and monitored performance.
- Analyzed performance metrics to identify trends and areas for improvement within the contact center operations.
- Increased contact center efficiency by streamlining processes and optimizing workflows.
Customer Experience Manager
ECICS Limited
12.2020 - 06.2023
- Setup Contact Centre (Startup) including Staffing and Hiring process
- Sales for B2B increased by 50% within the 6 months with Training and Coaching
- Worked closely with Project Heads to smoothen processes for operations allowing effective communication with Brokers and Sales/Service Teams
- With more effective solutions to assist sales submission and fulfillment, Sales has continued to increase to 70% within the year
- Service levels has also improved with CRM in place
- Involved with UAT to test out automation for issuing policy documents to Brokers
- I’m always finding better ways to simplify processes and maximizing profits
Contact Centre TL / Contact Centre Agent
Direct Asia Insurance
04.2016 - 11.2020
- Worked as a tele sales agent for 2 years to sell Personal line insurance to customers
- Won Top sales and Service Excellence awards
- Went for several overseas trips to main office to learn and share work experience on how to be a better team player and more effective sales person
- Promoted to TL in 2016
- In charge of the Inbound Team and responsible for Coaching and Training to ensure sales targets are met consistently
- 2017 - 1.5mil target delivered
- 2018 - 1.65mil target delivered
- 2019 - Outbound Team was also under my care for 8 months
- Engage in Leads generation and leads management
- 2019 - Record break of 2.1mil for contact center
Education
NGEE ANN POLYTECHNIC - FILM MEDIA STUDIES, Video Production and Editing, Short Films and Music Production, Photography and Arts
NGEE ANN POLYTECHNIC
Singapore 06.1999 - 05.2002
Skills
- MANAGEMENT LEADERSHIP
- DATA ANALYSIS
- TEAMWORK
- CREATIVE
- COMMUNICATOR
- CRM
- MICROSOFT OFFICE
- GEARS
Timeline
Programme Manager
Irma Insights
06.2024 - Current
Customer Experience Manager
ECICS Limited
12.2020 - 06.2023
Contact Centre TL / Contact Centre Agent
Direct Asia Insurance
04.2016 - 11.2020
NGEE ANN POLYTECHNIC - FILM MEDIA STUDIES, Video Production and Editing, Short Films and Music Production, Photography and Arts
NGEE ANN POLYTECHNIC
06.1999 - 05.2002
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