Cynthia Paulraj
Summary
Service Coordination Manager with a strong track record in leading strategic projects, process improvement, and customer satisfaction. Skilled in leading teams, solving complex issues, and using data to drive decisions. Focused on retention, reducing churn, and continuous improvement.
Overview
12
12
years of professional experience
Work History
Service Coordination cum Strategic Project Manager
Homage Pte Ltd
07.2023 - Current
- Managed daily tasks to ensure operational SLAs were met.
- Developed and maintained monthly rosters to ensure smooth daily operations.
- Provided continuous support for project management and process improvements.
- Supported the Product and Engineering teams in generating the Customer Application.
- Created and maintained all SOPs to align with workflow changes.
- Led process improvement initiatives and established escalation policies for customer support.
- Monitored customer service performance using key metrics, and provided actionable insights.
- Addressed service disruptions with crisis management techniques to maximize customer satisfaction.
- Identified process inefficiencies and implemented enhancements to drive operational success.
- Assisted internal stakeholders with changes and transitions, ensuring seamless communications.
- Cross-functional collaboration for product updates, troubleshooting, and service enhancements.
- Ensured the achievement of OKRs by gathering feedback and making data-driven adjustments.
- Identified gaps and opportunities, working with teams to implement preventive measures.
- Handled high-severity escalations, including those involving law enforcement, government officials, or regulatory bodies.
- Provided direct support to the CEO in drafting policies and documentation for government submissions.
- Led training sessions on product knowledge, upselling strategies, and care plan purchases.
- Addressed high-impact escalations while ensuring timely resolutions, and leadership updates.
- Liaised with the marketing team to define the customer outreach strategy to optimize customer engagement.
- Managed ad-hoc workflows assigned by the CEO, and contributed to strategic projects to enhance operational and business efficiency.
Customer Support Team Lead
Homage Pte Ltd
12.2021 - 07.2023
- Managed high-volume call center operations, ensuring smooth service delivery across multiple systems.
- Trained and mentored team members to boost productivity and service quality.
- Handled complex client relations and quality control to minimize business risks.
- Worked with IT to report technical issues and develop troubleshooting procedures.
- Escalated complex cases to advanced support teams for timely resolution.
- Coordinated with sales, operations, and field service teams to enhance customer satisfaction.
- Maintained reports and dashboards, providing key insights for strategic planning.
- Reported team performance and updates to the CEO and GM.
- Conducted bi-weekly check-ins with agents, addressing performance gaps and improvement plans.
- Ensured clear communication across service channels and developed coaching plans.
- Managed customer reviews, maintaining a positive company image.
- Assisted in policy development and playbook creation for smoother workflows.
- Identified and implemented process improvements for better efficiency.
- Resolved escalations, ensuring high customer satisfaction and retention.
- Built strong customer relationships to enhance loyalty.
- Enforced company policies for professional and consistent service.
- Led onboarding and training programs for new customer service representatives
Customer Service Associate
Homage Pte Ltd
03.2021 - 12.2021
- Provided prompt and effective customer support across multiple channels.
- Delivered excellent service while mentoring junior staff to maintain high standards.
- Guided new hires for a smooth transition and stronger team cohesion.
- Worked with departments to resolve discrepancies and ensure customer satisfaction.
- Built strong client relationships, enhancing long-term loyalty.
- Assigned care requests efficiently to optimize service delivery.
- Addressed customer concerns promptly and escalated major issues as needed.
- Assisted high volumes of customers daily with a positive and solution-focused approach.
- Handled inbound calls efficiently, reducing wait times.
- Investigated and resolved customer inquiries and complaints swiftly.
- Followed up on resolved issues to ensure service satisfaction.
- Stayed updated on product and service changes for accurate assistance.
- Adapted quickly to changes in processes and service requirements.
Customer Service Officer
Gift Market Pte Ltd
11.2020 - 03.2021
- Managed inbound leads, providing expert consultation and recommendations on product choices and print methods
- Maintained high levels of customer engagement and satisfaction through proactive communication and support
- Assisted customers with quotations and order processing, ensuring accuracy and efficiency
- Followed up on outstanding inquiries, identifying opportunities to convert leads into sales
- Coordinated closely with account management and sales teams, ensuring seamless customer service delivery
Swab Assistant
Health Promotion Board (HPB)
06.2020 - 11.2020
- Ensured proper client registration by verifying information against provided lists, maintaining accuracy and efficiency
- Completed registration and laboratory forms, ensuring thorough and accurate documentation
- Coordinated the swab process, informing clients about procedures and potential discomfort
- Prepared and managed specimen bags for collection, maintaining strict adherence to safety protocols
- Conducted triaging of clients, ensuring a smooth and organized workflow
Helpdesk Cum Trainer
Travel Technologies Interactive PL
02.2019 - 03.2020
- Managed customer queries via email and phone, providing timely and effective resolutions
- Reported daily business updates to the regional head, ensuring transparency and accountability
- Trained customers on TTI solutions, delivering training sessions across the Asia Pacific region and beyond
- Identified and communicated customer needs to relevant teams, ensuring prompt and accurate responses
- Developed training and user manuals, enhancing customer understanding and utilization of TTI solutions
Purchaser
Singapore Technologies Aerospace Engineering PL
08.2014 - 01.2019
- Researched and evaluated suppliers based on availability, quality, selection, and price, ensuring optimal procurement decisions
- Created and managed purchase orders in SAP, monitoring stock levels and expediting orders as needed
- Negotiated pricing, delivery schedules, and payment terms with suppliers, achieving cost savings and timely deliveries
- Established consignment agreements and blanket order purchases, optimizing inventory management
- Collaborated with Finance and Engineering departments to ensure accurate invoices and adherence to contractual agreements
- Sourced parts through various channels, achieving cost savings and ensuring high-quality supplies
Customer Service Agent (Contract)
Aerolog Pte Ltd (Changi Airport)
02.2014 - 07.2014
- Handled departure and arrival flight processing, ensuring smooth passenger handling
- Assisted passengers with special needs, providing personalized and attentive service
- Provided customer service in exclusive premier lounges, maintaining high standards of hospitality
- Adhered to operational procedures regarding travel, immigration, and safety regulations
- Performed basic computerized transactions, ensuring accuracy and efficiency
Education
Nitec In Service Skills Office
ITE College West
Singapore12-2012
GCE N Level
Naval Base Secondary School
Singapore12-2011
Skills
- Critical thinking
- Customer relationship management
- Performance monitoring
- Problem solving
- Team leadership
- Project management
- Strategic planning
- Crisis management
- Conflict resolution
- Escalation handling
Languages
English
First Language
Tamil
Proficient (C2)
C2
System Knowledge
- Hubspot
- Zendesk
- JustCall
- Tableau
- Microsoft Office
- SAP System
Timeline
Service Coordination cum Strategic Project Manager
Homage Pte Ltd
07.2023 - Current
Customer Support Team Lead
Homage Pte Ltd
12.2021 - 07.2023
Customer Service Associate
Homage Pte Ltd
03.2021 - 12.2021
Customer Service Officer
Gift Market Pte Ltd
11.2020 - 03.2021
Swab Assistant
Health Promotion Board (HPB)
06.2020 - 11.2020
Helpdesk Cum Trainer
Travel Technologies Interactive PL
02.2019 - 03.2020
Purchaser
Singapore Technologies Aerospace Engineering PL
08.2014 - 01.2019
Customer Service Agent (Contract)
Aerolog Pte Ltd (Changi Airport)
02.2014 - 07.2014
Nitec In Service Skills Office
ITE College West
GCE N Level
Naval Base Secondary School