Cheng Ying Goh
Customer Experience Manager
Summary
Experienced Customer Experience Manager with a proven track record in managing Contact Centres and acting as the primary point of contact for customers and internal departments. Skilled in delivering excellent customer services and fostering strong customers relationships. Proficient in providing regular updates and status reports to senior leadership and internal stakeholders. Recognized for people management skills, including coaching, leading, and developing Contact Centre officers to reach their full potential. Highly organized and reliable, adept at effectively managing multiple priorities with a positive attitude. Demonstrated commitment to taking on additional responsibilities to meet team goals.
Overview
18
18
years of professional experience
2014
2014
years of post-secondary education
Work History
Customer Experience Manager
Civil Service College
11.2023 - Current
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Reduced response time to customer inquiries by optimizing support channels.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Conducted in-depth analysis of customer feedback to identify trends and areas for improvement.
- Reduced response time to customer inquiries by implementing advanced CRM system.
- Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
Senior Executive (Customer Experience, Digital Platforms)
Capitaland Pte Ltd
08.2022 - 11.2023
- Work with internal stakeholders to understand customer journeys and develop and refine features to create a seamless customer experience
- Manage and support the customer experience governs under the membership loyalty programme while obtaining cost optimization
- Develop key metrics to measure the success of the features to determine any subsequent iterations to the features
- Review and streamline processes across various customer service touch points to enhance the level of quality service
- Coordinate efforts to investigate customer feedback, identify pain points and generate resolutions
- Track and monitor suspicious account movements, and from there implement initiatives to curb fraudulent activities
- Handle complex scenarios and provide driving actions to drive improvement in processes
- Analyse customer sentiment, CSAT scores for identifiable customer’s voice and put up recommendations for service improvement
- Lead service communication and awards related initiatives to deliver excellent service to customers
- Adhere to and manage an approved budget, and provide support to audit processes
- Facilitate service awards and service audit to recognise deserving employees
- Coach and manage team members
Senior Executive (Service Excellence/ Service Policy Planning)
State Courts
10.2018 - 08.2022
- Lead and support implementation of service improvement initiatives (i.e. CRM, interactive directory) to create customer-centric experiences
- Streamline workflows with automation to improve efficacy and enhance customers' experiences
- Formulate and upkeep SOPs in accordance with organisation’s service vision
- Analyse service trends to identify service gaps and opportunities
- Report service performances of touchpoints and provide recommendations to Senior Management
- Build strategic relationships with internal/external stakeholders to resolve cross-cutting agency issues
- Assess complaints and perform service recovery
- Coach frontline service agents to meet service standards
- Administer awards and appreciation initiatives to recognise internal staff who deliver service excellence
Public Education Officer
Ministry of Education / Ang Mo Kio Primary School
05.2013 - 07.2018
- Reviewed and refined subject curriculum to capitalise on current educational trends and various modern technology platforms
- Led a team of 8 teachers to build and implement leadership school programmes
- Hosted a school visit for a group of China pupils and conducted an educational school tour for them
- Organised educational overseas trip to Brunei for students
- Assisted in hosting Young Leaders’ Forum for cluster schools
- Gathered and analysed feedback from events’ participants
- Supported the production of the school’s yearbook and newsletter
- Mentored contract teachers to ensure smooth adaptation of work processes and mastery of subject content
Cast member, Attraction Operator
Walt Disney Company
04.2008 - 10.2008
- Involved in daily operations of the attraction in Disney’s Animal Kingdom theme park in Orlando, Florida.
- Provided guest services to theme park guests including handling various guest situations and emergency evacuations.
Receptionist
Advanced Micro-Fabrication Equipment International Pte. Ltd
09.2007 - 10.2007
- Handled calls from foreign clients, attending to the needs of both local and foreign walk-in clients.
- Assisted the company in hotels, resorts and airlines reservations for foreign clients.
Education
Bachelor of Arts - Geography, Social Studies, English and Mathematics
National Institute of Education, Nanyang Technological University
Diploma in Hospitality and Resort Management - undefined
Nanyang Polytechnic
GCE O Level Cert - undefined
Kuo Chuan Presbyterian Secondary School
Primary School Leaving Examination Cert - undefined
Paya Lebar Methodist Girls’ Primary School
Skills
- Microsoft Office
- Excel
- Qualtrics
- Customer Relationship Management (CRM)
- Customer journey mapping
- Customer feedback management
- Problem-solving abilities
Timeline
Customer Experience Manager
Civil Service College
11.2023 - Current
Senior Executive (Customer Experience, Digital Platforms)
Capitaland Pte Ltd
08.2022 - 11.2023
Senior Executive (Service Excellence/ Service Policy Planning)
State Courts
10.2018 - 08.2022
Public Education Officer
Ministry of Education / Ang Mo Kio Primary School
05.2013 - 07.2018
Cast member, Attraction Operator
Walt Disney Company
04.2008 - 10.2008
Receptionist
Advanced Micro-Fabrication Equipment International Pte. Ltd
09.2007 - 10.2007
Diploma in Hospitality and Resort Management - undefined
Nanyang Polytechnic
GCE O Level Cert - undefined
Kuo Chuan Presbyterian Secondary School
Primary School Leaving Examination Cert - undefined
Paya Lebar Methodist Girls’ Primary School
Bachelor of Arts - Geography, Social Studies, English and Mathematics
National Institute of Education, Nanyang Technological University
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