DOROTHY GOH
Bedok Reservoir View
Summary
I am a results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
As a dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities, I am highly committed to maintaining professional relationships to increase profitability and drive business results.
Overview
25
25
years of professional experience
Work History
Analyst - Customer Service /Service Quality Analyst
AIA Singapore
08.2015 - Current
- Handle customer feedback/escalation cases from customers and/or referred by regulators and different BAU channels by conducting thorough investigations/checks and offering effective solutions.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Deliver high-quality customer service by promptly and professionally reviewing, assessing and responding to inquiries.
- Perform monthly audit reviews on fellow teammates’ cases to ensure accuracy.
- Support Team Lead to continuously review processes, identifying service gaps through constructive feedback and implementing process improvements where appropriate.
- Identify potential for improvements and innovations in existing customer journeys and work with business users to improve customer recommendation at key journeys.
- Monitor project and/or product launch progress, identify risks and issues and develop mitigation strategies to ensure successful project delivery and/or product launch.
- Support initiatives and enhancement projects to improve businesses processes and systems.
- To provide requirements and perform User Acceptance Testing (UAT) for system enhancements, process improvement and defects when required.
- Provide training for internal stakeholders and service providers on any policy updates.
Assistant Customer Service Manager
Wearnes LPG
01.2013 - Current
- Manage a team of 14 Customer Service Officers in 3 different Service Centre
- Handle customer enquires via various channels efficiently
- Collate and analyse team members' statistics and performance
- Handle all administration and office matters and ensure smooth office operations
- Sets up work processes and performance standards for service centre operation
- Manage ongoing relationships with feeding plants and transportation companies.
Regional Quality Consultant
International SOS Pte Ltd
01.2011 - 01.2013
- Responsible for completion of Regional case and call audits for TRICARE Platforms, including: Achieving daily, weekly, & monthly targets set by the Regional Clinical Quality Manager
- Tracking number of audits completed in SharePoint
- Prepare and present to key stakeholders monthly analysis of quality metrics, according to Global Metric Standards (including trend and root cause analysis, corrective action planning, execution, as well as compliments received)
- Provide analysis of call and case audits to individuals during call coaching sessions, completing four such reviews every month
- Assist Regional Clinical Quality Manager in achieving prompt response times as follows:
- Initial response to Serious Reportable Event (SRE) within 48 hours
- Acknowledgement of Complaints, Grievance, Potential Quality Incident within 2 days
- Interim update to grievance within 30 days
- Final response to complaints and grievances within 60 days
- Operate and engage with the wider Singapore platform, including Attending Regional and Global call calibrations
Customer Care Coordinator
Symantec Asia Pacific Pte Ltd
01.2010 - 01.2011
- Respond to incoming customer calls & email queries within stipulated SLA
- Research and troubleshoot licensing issues, qualify emails and/or calls and route inquiries to appropriate departments for corrective measures
- Serve as point of contact for internal/external customers on non-technical licensing and product queries and processes
- Assist with UAT & new process rollout where required
- Take on the responsibility of being the Regional Process Champ /Subject Matter Expert on processes, procedures, tools & applications
- Merger and acquisition coordinator for customer care portion
- Net Promoter Score Survey coordinator reaching out to customer based on surveys, to identify areas of improvement and implement action plan.
Senior Executive, Contact Centre
NTUC Income
01.2008 - 01.2010
- Supervise a team of 25 Customer Service Officers in achieving performance targets
- Handle customer enquiries via various channels proficiently
- Collate and analyse team members' statistics and performance
- Conduct weekly feedback sessions
- Evaluate quality of calls
- Provide coaching and guidance when service level is not met.
Admin Supervisor
Borneo Motors Pte Ltd
01.2005 - 01.2008
- Manage a team of 4 Admin Assistants
- Plan, Implement and execute Maintenance & Repair program to retain Toyota car owners for routine servicing
- Successfully converted 30% of Toyota car owners who had originally planned to service their vehicles elsewhere, to return to Borneo Motors for servicing
- Liaison between customers and parts department in scheduling fulfillment of outstanding car parts
- Reports to department manager monthly on achievements of the maintenance & Repair program
- Manage all incoming incident calls on the Toyota toll line.
Team Leader
Starhub Cable Vision Ltd
01.1999 - 01.2005
- Manage a team of 8 Customer Service Consultants
- Perform Credit Control at Customer Service level
- Liaison with mobile telecommunications department on cross billings
- Perform Call Centre duties to manage customers' telephone enquiries regarding billing, enquiries, sales, and feedback
- Provide training for new staff
- Reports to various department heads to coordinate marketing and operations activities.
Education
Senior Executive, Contact Centre -
NTUC Income
01.2010
10.2009
10.2009
10.2009
Team Leader -
Starhub Cable Vision Ltd
01.2005
08.2003
Advanced Diploma in Computer Studies -
Informatics Computer School
01.1995
GCE "O" Levels -
Broadrick Secondary School
01.1992
Skills
- Analytical Thinking
- Information Gathering
- Compliance Analysis
- Process Enhancement
- Process Analysis
- Process Improvement
- Team Collaboration and Leadership
- Documentation And Reporting
Personal Information
- Date of Birth: 05/11/75
- Nationality: Singaporean
Hobbies and Interests
Travelling, Online Shopping
Timeline
Analyst - Customer Service /Service Quality Analyst
AIA Singapore
08.2015 - Current
Assistant Customer Service Manager
Wearnes LPG
01.2013 - Current
Regional Quality Consultant
International SOS Pte Ltd
01.2011 - 01.2013
Customer Care Coordinator
Symantec Asia Pacific Pte Ltd
01.2010 - 01.2011
Senior Executive, Contact Centre
NTUC Income
01.2008 - 01.2010
Admin Supervisor
Borneo Motors Pte Ltd
01.2005 - 01.2008
Team Leader
Starhub Cable Vision Ltd
01.1999 - 01.2005
Senior Executive, Contact Centre -
NTUC Income
Team Leader -
Starhub Cable Vision Ltd
Advanced Diploma in Computer Studies -
Informatics Computer School
GCE "O" Levels -
Broadrick Secondary School
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