Hon Choon Ong
Summary
With over 15 years of customer service experience, I excel at delivering top-notch service to customers. I am a personable and dedicated executive committed to providing exceptional assistance and treating customers with the utmost respect. My reliability, resourcefulness, and efficiency consistently yield outstanding results. Outside of work, I serve as a grassroots leader in my community and actively engage in the community emergency and engagement committee.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
6
6
Certifications
Work History
Customer Care Officer
SP Group (SP Services Ltd)
3 2014 - Current
- Call centre environment
- Handle incoming phone enquiries for billing and SP account opening and closing matters
- Handle live chat and email correspondences
- Callout duties and mentor to new staffs
- Handle debt management hotline and Market Support Services (retailers’ issues)
- Best Service Award
- EXSA Gold Award and EXSA Silver Award recipient
- Featured in Chinese Newspaper Article for good customer service (2017)
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Mastered various CRM software systems for effective tracking of client communications.
- Reduced customer complaints by providing timely solutions to issues.
- Analyzed data trends to identify areas requiring improvement in the customer experience.
- Maintained detailed records of customer interactions, allowing for thorough follow-up and improved service delivery over time.
- Maximized customer retention by providing personalized assistance and tailored recommendations.
- Enhanced company reputation through excellent customer service and professional demeanor.
Customer Service Officer
Singapore Press Holdings
07.2011 - 01.2014
- Call center environment provide customer service for company projects
- Handle inbound phone enquiries
- Provide step by step guidance on online portal navigations/usage
- Assisting with escalations and feedbacks
- Provide solutions for sensitive issues
- Retrieval and replying of voicemails
- Generate statistical reports for monthly department meeting
Customer Service Officer
CPG Facilities Management
06.2008 - 12.2013
- Provide customer service for various company projects
- Coordinate and dispatch contractors for job assignments
- Monitor and updating of job status
- Provide solutions for call in enquiries from external and internal clients
- Generate daily job reports to vendors and management
- Worked on 24/7 rotating shift roster (Full Time Position)
Customer Service Executive
Teledirect for KrisFlyer Membership Services (SIA)
01.2007 - 05.2008
- Liaison person for non air partners of Singapore Airlines KrisFlyer Program
- Investigate entitlement for missing mileage claims
- Ensure correct number of miles get credited to the account of members
- Ensure proper workflow procedures and protocols are met before cases are escalated to management for approvals
- Assist to resolve problematic and complain cases
- Certificate in email writing: communicating with customers via email
- (2007)
- Certificate of recognition awarded for one year service
- (2008)
Leading Customer Service Agent
Pizza hut and KFC Customer Service Centre
06.2006 - 12.2006
- Ensuring smooth operations of the company’s daily operations
- Up selling of company’s promotional products to meet sales targets set forth by marketing department
- Mentor to newly hired customers service agents
- Provide guidance to them when they go solo
- Answering second level calls
- In charge of re-routing orders for restaurants that close earlier
- Handle customers’ feedback, enquiries and complaints
- Ensuring that customers’ complains get forwarded to correct department
- Doing call backs to customers
- Taking orders from non English speaking customers
- Liaise with area managers and restaurants duty managers to resolve order issues and delivery timing
- Top 50 agents to have met sales targets set by marketing department
- (Cheesy bites pizza Aug – Sep 2006)
- Promoted to senior agent
- Promoted to leading agent
Education
Bachelor of Arts - Media and Communications Management
University of South Australia
Singapore Kaplan 02.2012 - 10.2013
Diploma - Mass Communication
MDIS
Singapore 03.2009 - 07.2010
Skills
Microsoft Office (Words, Excel, Powerpoint, Outlook, Frontpage)
SAP
Complaint Handling
Call center experience
Customer Support
Customer service background
Understanding of negotiation techniques
Simple First Aid
CPR and AED
Certification
02/01/08, Singapore Airlines KrisFlyer Membership Services one year service Recognition award
Personal Information
- Date of Birth: 03/16/81
- Marital Status: Married
Otherroles
- Executive Committee Member, Fernvale Zone I (GRL)
- Committee Member, Fernvale C2E
Timeline
Bachelor of Arts - Media and Communications Management
University of South Australia
02.2012 - 10.2013
Customer Service Officer
Singapore Press Holdings
07.2011 - 01.2014
Diploma - Mass Communication
MDIS
03.2009 - 07.2010
Customer Service Officer
CPG Facilities Management
06.2008 - 12.2013
Customer Service Executive
Teledirect for KrisFlyer Membership Services (SIA)
01.2007 - 05.2008
Leading Customer Service Agent
Pizza hut and KFC Customer Service Centre
06.2006 - 12.2006
Customer Care Officer
SP Group (SP Services Ltd)
3 2014 - Current
02/01/08, Singapore Airlines KrisFlyer Membership Services one year service Recognition award
08/01/08, Certificate of completion for communicating with customer through Email.
08/01/97, Certified for Basic Nitrox Diver (Technical Diving International)
08/01/97, Certified for open water diver (NAUL)
12/01/96, National Youth Achievement award (Silver)
04/01/95, National Youth Achievement award (Bronze)
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