Summary
Overview
Work History
Education
Skills
Personal Information
Accomplishments
Timeline
Generic
Hur Zaimah Fadlon

Hur Zaimah Fadlon

Case Management Executive

Summary

Dynamic Case Management Executive with over 14 years in customer service and contact centre operations, specializing in escalation management and team leadership. Demonstrated expertise in coaching and training staff to enhance performance and meet service levels. Skilled in implementing effective service recovery strategies and maintaining high customer satisfaction scores. Committed to driving productivity and achieving key performance indicators through proactive problem-solving and operational excellence.

Overview

15
15
years of professional experience
2041
2041
years of post-secondary education
3
3
Languages

Work History

Case Management Executive (Supervisory Level)

NCS Pte Ltd
01.2022 - Current
  • Company Overview: Ministry of Manpower Contact Centre. Previously under Singapore Telecommunications Ltd; business operations ported over to NCS in 2022.
  • Handle escalation management daily across Work Permit and Employment Pass domains
  • Answer inbound calls monthly to meet call volume KPI requirements
  • Ensure overall centre escalation rate meets agreed service levels
  • Conduct monthly escalation training for new hires
  • Pass monthly knowledge quizzes and maintain high customer satisfaction survey scores
  • Provide service recovery for complaint cases
  • Coach agents monthly via 1-to-1 performance reviews
  • Maintain accurate case records in CRM systems
  • Generate weekly reports for SLA and productivity tracking
  • Developed sound knowledge in MOM policies: Migrant Worker, Domestic Worker, Employment and S Pass processes
  • Ministry of Manpower Contact Centre. Previously under Singapore Telecommunications Ltd; business operations ported over to NCS in 2022.

Dual-role: Web-Chat Team Lead & Escalation Officer

Singapore Telecommunications Ltd
11.2019 - 12.2021
  • Company Overview: MOM Contact Centre.
  • Led web-chat team operations and daily manpower scheduling
  • Managed agents’ leave rosters and plotted shifts
  • Conducted end-of-day briefings and issue updates for chat agents
  • Handled agent performance reports and daily productivity metrics
  • Provided case finding and timely resolution for complaints
  • MOM Contact Centre.

Customer Service Officer

Singapore Telecommunications Ltd
04.2015 - 10.2019
  • Company Overview: MOM Contact Centre.
  • Answered inbound calls for MDW and MW departments
  • Cross-trained to email and escalation support functions
  • Maintained professionalism in responding to public enquiries
  • MOM Contact Centre.

Customer Service Officer (Postal Officer 3)

Singapore Post Ltd
03.2010 - 01.2015
  • Delivered front-line postal and remittance services with high accuracy
  • Promoted twice within 4.5 years (to PO2 in 2011, PO3 in 2013)
  • Managed POS cashiering and inventory for mail and security items
  • Assisted branch management and handled high-volume cash transactions

Education

Certificate - Islamic Psychology & Counselling

Al-Zuhri
02.2022 - 05.2025

Diploma - Travel & Tourism

Harriet Business School

Diploma - Islamic Studies

Ar-Raudhah Mosque
01.2020 - 12.2022

Secondary 4 Graduate -

Madrasah Irsyad Zuhri Al-Islamiah
01.1996 - 12.2007

Skills

  • Customer Service

  • Complaint Management

  • Team Leadership

  • Coaching

  • Service Recovery

  • Escalation Handling

  • Training

  • Staff Development

  • Microsoft Office

  • Google Suite

  • CRM Platforms

  • Salesforce

Personal Information

  • Nationality: Singaporean
  • Marital Status: Married
  • Availability: 1-month notice

Accomplishments

  • Coached and trained over 500 agents across a 10-year career
  • Service Champions SILVER Award (Top Hotline Performer), 2018
  • Top Performing Customer Care Officer, 2016
  • CCAS Nominee: Best Customer Service Professional of the Year, 2021
  • EXSA Awards (SingPost): Bronze 2011, Silver 2012, Gold 2013, Silver 2014

Timeline

Certificate - Islamic Psychology & Counselling

Al-Zuhri
02.2022 - 05.2025

Case Management Executive (Supervisory Level)

NCS Pte Ltd
01.2022 - Current

Diploma - Islamic Studies

Ar-Raudhah Mosque
01.2020 - 12.2022

Dual-role: Web-Chat Team Lead & Escalation Officer

Singapore Telecommunications Ltd
11.2019 - 12.2021

Customer Service Officer

Singapore Telecommunications Ltd
04.2015 - 10.2019

Customer Service Officer (Postal Officer 3)

Singapore Post Ltd
03.2010 - 01.2015

Secondary 4 Graduate -

Madrasah Irsyad Zuhri Al-Islamiah
01.1996 - 12.2007

Diploma - Travel & Tourism

Harriet Business School

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Hur Zaimah FadlonCase Management Executive