ISRATH RIHANA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
14
14
years of post-secondary education
Work History
Compliance Agent – Process Associate
Genpact
03.2022 - 11.2024
- In the role of Compliance Agent, I operated within the Developer Operations Policy Compliance Team, managing diverse workflows such as Product Application, Spam, User, and Admin Appeals
- Key responsibilities included: Processed requests received, assessing them according to the Developer Operations Policy Compliance Guidelines
- Took appropriate actions to apply relevant policies to ensure compliance
- Acquired the ability to work well under pressure to clear queues within stipulated timeframes
- Developed various IT-related skills essential for handling and performing the mentioned tasks.
Trust & Safety Specialist - Social Media Project
Genpact
3 2022 - 11.2022
- As a Trust & Safety Specialist working on a project at Genpact, undertook diverse responsibilities to ensure the integrity and safety of the platform: Tracked and followed up on queues, ticketing, and content labeling
- Managed and completed over 100 tickets. Maintained and exceeded acceptable performance metrics in terms of quality, productivity, and attendance
- Demonstrated strong problem-solving capabilities in content management
- Advocated for the user community by promptly addressing their concerns
- Labeled content and flagged items for necessary action
- Provided prompt and efficient service to clients, escalating issues when necessary
- Stayed updated with client policies and guidelines, resolving inquiries within defined procedures
- Processed Trust & Safety-related jobs/cases, providing workflow support and testing
- Worked with potentially explicit content, showcasing adaptability and professionalism.
Customer Service Officer - Unsecured Lending, Service Desk Call Centre Support
DBS Bank Pte Ltd
07.2021 - 11.2021
- Payed a pivotal role in delivering exceptional service to customers within the Unsecured Lending department
- Handled and managed over 50 calls per day. Able to guide customers in critical situations. Key responsibilities and accomplishments include: Delivered Personalized Service: Utilized the TMAC Customer Experience Platform to provide personalized assistance to customers regarding banking products, accounts, and services in a highly effective and efficient manner
- Received positive feedbacks from customers and managed to fulfill daily KPI.
- Profile Access and Information Retrieval: Accessed customer profiles using the ISERVE platform, enabling instant retrieval of information while handling cases
- Problem Solving and Decision-Making: Developed quick decision-making skills as the first point of contact for customers, ensuring efficient support and timely resolution of customer concerns in alignment with the Service Legal Agreement
- Cross-Sell Opportunities: Identified and leveraged cross-sell opportunities during customer interactions, contributing to revenue generation for the organization
- Total Customer Satisfaction: Consistently delivered excellent quality service to achieve total customer satisfaction, adapting to customer needs and providing appropriate solutions
- Feedback and Problem Trend Identification: Solicited customer feedback and identified problem trends to initiate improvement actions within the department.
Executive - Retirement Savings Department
Central Provident Fund (CPF) Board
01.2021 - 07.2021
- Played a crucial role in managing various aspects related to Singaporean Retirement savings schemes
- Handled and completed over 30 to 40 applications weekly. Key responsibilities and contributions include: Application Processing: Successfully processed applications for Singaporean Retirement savings schemes, ensuring accuracy and adherence to established procedures
- Customer Service Excellence: Handled diverse enquiries and correspondence related to Retirement schemes through telephone and other channels, providing comprehensive and timely information to stakeholders
- Administrative and Operational Support: Provided crucial administrative and operational support to the Manager and Assistant Director, contributing to the smooth functioning of the department
- IT System Implementation: Assisted in implementing changes to the scheme's IT system, involving the creation of requirements and conducting User Acceptance Tests (UAT) to ensure system efficiency
- Additionally, played a role in consolidating data for policy review
- Ad-Hoc Assignments: Successfully managed various ad-hoc assignments, showcasing adaptability and versatility in handling unforeseen tasks.
Management Support Officer (Contract Staff) - Information Services and Finance Department
Early Childhood Development Agency (Under Ministry of Social & Family)
09.2019 - 09.2020
- As a Management Support Officer at the Early Childhood Development Agency (ECDA), operating under the Ministry of Social & Family, played a vital role in providing support to the environment
- Information Services and Finance Department
- Responsibilities included: Information Services: Assisted staff of childcare centres and preschools with queries related to their corporate accounts (One@ECDA)
- Managed the creation and revocation of corporate accounts, ensuring seamless access for authorized personnel
- Finance: Conducted audits of payment invoices from external parties, ensuring accuracy and compliance with financial guidelines
- Managed cab/Grab charges for staff, ensuring proper documentation and submission for approval
- Performed scanning and filing of invoices, contributing to the efficient organization of financial records
- Undertook various ad-hoc duties to support the smooth functioning of the Finance Department
- Additional Project - Covid 19 Relief Fund: As a processing officer, supported a crucial project involving the processing of applications for the Covid-19 Relief Fund for childcare centres
- Accessed and reviewed reports on individual income revenues, government subsidies, and other financial indicators to determine eligibility for the grant amount
- Executed the grant processing in accordance with established guidelines, contributing to the financial support of childcare centres during the pandemic.
Sales Executive - Sales Department
Meganet Pte Ltd (Channel Partner of Singtel)
09.2018 - 04.2019
- As a Sales Executive at Meganet Pte Ltd, a Channel Partner of Singtel, played a key role in driving sales activities and providing crucial support to the Sales Department
- Responsibilities included: Tele-Sales: Engaged in tele-sales activities to promote and sell products/services, effectively communicating with potential clients to understand their needs and provide tailored solutions
- Sales Support: Assisted the Sales Director in managing paperwork related to tele-sales
- This involved ensuring accurate and timely documentation to facilitate the smooth execution of sales transactions.
Patient Account Officer - Business Office, Satellite Business Office at Ward 12
Mount Elizabeth Novena Hospital
03.2018 - 06.2018
- As a Patient Account Officer at Mount Elizabeth Novena Hospital, I contributed to the efficient operation of the Business Office, specifically the Satellite Business Office at Ward 12
- My responsibilities included: Admission and Discharge Procedures: Managed admission and discharge procedures for patients, ensuring a seamless and positive experience for individuals receiving medical care
- Financial Matters: Handled patient financial matters, including the processing of payments and addressing inquiries related to insurance submissions.
Intern - Polytechnic Industry Immersion Program - Business Office, Island Counter
Mount Elizabeth Novena Hospital
09.2017 - 02.2018
- As an intern at Mount Elizabeth Novena Hospital under the Polytechnic Industry Immersion Program, I had the opportunity to contribute to the Business Office, particularly at the Island Counter
- Key responsibilities and experiences include: Patient Queue Management: Effectively managed patient queues, ensuring a smooth and organized flow of individuals seeking services
- Payment Handling: Successfully handled payments for both inpatients and outpatients, demonstrating accuracy and attention to financial transactions
- Customer Service: Acquired the ability to understand and address various queries from patients, fostering strong customer service skills
- Hospitality Experience: Projected a professional image to provide a better hospitality experience for both inpatients and outpatients
- Administration Procedures: Took care of administration procedures for newly admitted patients, ensuring adherence to hospital protocols.
Education
Bachelor of Science in Business (Management) -
Murdoch University, Kaplan
Singapore 09.2020 - 09.2022
Diploma in Health Services Management -
Republic Polytechnic
Singapore 04.2015 - 05.2018
GCE 'O' Level Certification -
CHIJ St Joseph's Convent
Singapore 01.2010 - 01.2014
Primary School Leaving Examinations (PSLE) Certification -
CHIJ Our Lady of Good Counsel
Singapore 01.2004 - 01.2009
Skills
Computer Skills: Microsoft Office; PowerPoint, Excel, Email, SAP Software, CRM software
Languages: Fluent in English and Tamil Language – Written and Spoken Communication
Skills Acquired:
Problem-solving aptitude
Documentation skills
Powerpoint Presentations
Multitasking Abilities
Time management abilities
Adaptability and Flexibility
Effective Communication
Relationship Management
Customer Service
Personal Information
- Date of Birth: 05/09/97
- Nationality: Singaporean
Timeline
Compliance Agent – Process Associate
Genpact
03.2022 - 11.2024
Customer Service Officer - Unsecured Lending, Service Desk Call Centre Support
DBS Bank Pte Ltd
07.2021 - 11.2021
Executive - Retirement Savings Department
Central Provident Fund (CPF) Board
01.2021 - 07.2021
Bachelor of Science in Business (Management) -
Murdoch University, Kaplan
09.2020 - 09.2022
Management Support Officer (Contract Staff) - Information Services and Finance Department
Early Childhood Development Agency (Under Ministry of Social & Family)
09.2019 - 09.2020
Sales Executive - Sales Department
Meganet Pte Ltd (Channel Partner of Singtel)
09.2018 - 04.2019
Patient Account Officer - Business Office, Satellite Business Office at Ward 12
Mount Elizabeth Novena Hospital
03.2018 - 06.2018
Intern - Polytechnic Industry Immersion Program - Business Office, Island Counter
Mount Elizabeth Novena Hospital
09.2017 - 02.2018
Diploma in Health Services Management -
Republic Polytechnic
04.2015 - 05.2018
GCE 'O' Level Certification -
CHIJ St Joseph's Convent
01.2010 - 01.2014
Primary School Leaving Examinations (PSLE) Certification -
CHIJ Our Lady of Good Counsel
01.2004 - 01.2009
Trust & Safety Specialist - Social Media Project
Genpact
3 2022 - 11.2022
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