Ian Foo
Customer Experience, Legal Operations
Singapore
Summary
Seasoned Customer Service Professional with a decade of experience in fostering engaging experiences, eager to bring my people-centric skills to your dynamic team.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Legal Operations
Broadchains Fintech
07.2024 - Current
- Support in-house Legal Counsels with contracts & billing matters on a day to day.
- Annual budgeting with counsels on expected spend
- Work with external law firms on administrative & billing matters
- Cross department collaboration to enhance in-house processes & tools
- Used data-driven decision-making techniques to identify areas of improvement within operations processes.
- Managed cross-functional teams, ensuring successful completion of projects within deadlines and budget constraints.
Team Leader
TDCX (Richemont – Van Cleef & Arpels)
11.2022 - 06.2024
- Spearheaded a team to consistently achieve Service Level Agreements (SLAs) for online communication channels within the E-commerce sector.
- Drove the team to surpass monthly online sales Key Performance Indicators (KPIs).
- Conducted bi-weekly coaching sessions to enhance team performance and ensure adherence to quality assurance standards.
- Initiated and executed strategies to boost operational efficiency and elevate the customer experience at various touchpoints.
- Established and managed internal tracking systems to assess Operations and Customer Experience metrics, identifying trends and opportunities for improvement.
Operations Manager
Happy Bunch
01.2022 - 10.2022
- Streamline order management to ensure accuracy and punctuality in processing and fulfillment.
- Foster robust coordination with logistics partners to guarantee prompt dispatch and delivery of all orders.
- Conduct meticulous review and validation of logistics partners’ monthly invoices for seamless finance team integration.
- Champion customer service excellence, addressing inquiries via online platforms with promptness, compassion, and understanding.
- Proactively identify and fulfill customer needs, consistently providing exceptional and scalable experiences.
- Propel the sales cycle forward, from lead generation and initial engagement to consultation and successful closure.
- Facilitate client onboarding by articulating policy details, benefits, and risks with clarity and confidence.
- Leverage social media platforms, including Facebook and Instagram, for impactful marketing initiatives.
Customer Service Team Lead
YouTrip (You Technologies Group)
01.2021 - 01.2022
- Spearheaded daily operations for the Customer Service Team, ensuring seamless workflow and customer satisfaction.
- Expertly managed 20-30 daily call and email escalations, providing swift and effective resolutions.
- Compiled and delivered insightful weekly performance reports to the Head of Customer Service.
- Fostered a positive team environment, aligning morale with the company’s strategic goals.
- Collaborated with the Head of Customer Service on initiatives to elevate service excellence and operational efficiency.
- Consistently achieved monthly sales targets and surpassed key performance indicators (KPIs).
Customer Service Experience (Agent)
YouTrip (You Technologies Group)
07.2019 - 12.2020
- Delivered exceptional customer service through email and voice channels, managing an average of 20-40 calls daily.
- Executed proactive cold-calling strategies to generate sales, reaching out to 20-40 potential customers daily.
- Addressed customer inquiries with diligence and provided comprehensive support to new users, ensuring a seamless product experience.
- Served as a frontline defense against fraudulent activities, safeguarding company and customer interests.
- Actively contributed to marketing initiatives and roadshows to bolster user engagement and foster brand loyalty.
UOB Service Executive
UOB
01.2019 - 03.2019
- Professionally managed walk-in customer inquiries, ensuring efficient direction to suitable channels for service facilitation.
- Conducted preliminary processing of account opening documentation with meticulous attention to detail.
- Provided customer education at branch auto-lobbies and internet kiosks, enhancing digital banking adoption.
- Successfully cross-sold banking products and services, contributing to branch revenue growth.
- Adhered strictly to operational control and audit protocols to maintain service integrity.
- Maintained high vigilance in identifying and reporting suspicious transactions to uphold security standards.
Cabin Crew
Singapore Airlines Limited
09.2013 - 09.2018
- Participated in comprehensive pre-flight briefings to assimilate essential information regarding flight details and passenger demographics.
- Conducted meticulous pre-flight inspections, ensuring the integrity of safety equipment and adherence to security protocols.
- Delivered exceptional customer service by warmly welcoming passengers aboard and efficiently guiding them to their seats.
- Acted as the liaison between the cockpit and cabin, articulately conveying announcements and responding to passenger inquiries throughout the flight.
- Provided in-flight catering services, offering meals and refreshments with a focus on hospitality and efficiency.
- Demonstrated strong sales acumen through the promotion and transaction of duty-free merchandise.
- Applied proficient first aid knowledge to ensure passenger safety and address medical situations as they arose.
- Oversaw a smooth disembarkation process, prioritizing passenger safety and satisfaction.
Education
Diploma - Hotel Management
STEI Institute
01.2010
N Levels - undefined
Balestier Hill Secondary School
01.2007
Skills
- Logistics Management
- Communications
- Management
- Human Factors
- LiveChat
- Operations
- Social Media
- Customer Relationship Management
- E-commerce
- Microsoft Office
- Shopify
- SAP CRM
- Salesforce
- Go (Programming Language)
- Corporate travel management systems (Ctrip, Tumodo, Homsom)
DRIVING LICENSE
Driving license category Class 3/4
Timeline
Legal Operations
Broadchains Fintech
07.2024 - Current
Team Leader
TDCX (Richemont – Van Cleef & Arpels)
11.2022 - 06.2024
Operations Manager
Happy Bunch
01.2022 - 10.2022
Customer Service Team Lead
YouTrip (You Technologies Group)
01.2021 - 01.2022
Customer Service Experience (Agent)
YouTrip (You Technologies Group)
07.2019 - 12.2020
UOB Service Executive
UOB
01.2019 - 03.2019
Cabin Crew
Singapore Airlines Limited
09.2013 - 09.2018
N Levels - undefined
Balestier Hill Secondary School
Diploma - Hotel Management
STEI Institute
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