Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Timeline
Training
Details
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Jacqueline Fernandez

Jacqueline Fernandez

Singapore

Summary

Business results driven Customer Service Manager with > 13 years of business and operational experience in running call centers and customer care units. Possess a knack of applying analytical and problem-solving skills to solve changing business demands within strict deadlines Committed to utilizing my skills to further the mission of a company. Excellent time management skills combined with a superior knowledge of the customer service industry.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Senior Operations Manager

DHL
11.2022 - Current
  • Provide leadership, development and coaching of Assistant Managers, Team Leaders, QAs, Trainers, and Agents.
  • To drive Employee Engagement to help our employees feel connected to one another and the company, and care deeply about their work.
  • To foster a workplace that helps the team thrive through supporting programs with other departments eg HR and Training.
  • Actively engaging and supporting the development of your team to ensure better performance and succession planning.
  • Working with HR and Recruitment drives the recruitment & selection of Assistant Managers, Team Leaders, QAs, Trainers and Agents.
  • Working with QAs and trainers to carry out regular audits, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
  • Contribute to the design and implementation of change requests which impact on the contact centre.
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
  • Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
  • Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
  • Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
  • Ensures service targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
  • Managing projects of similar domain (including experience in call centre management), scope and scale – total 17 and growing
  • Good knowledge of contact centre industry and customer service best practices.
  • Good supervisory, planning, management, and communication skills
  • Ability to make or direct decisions on staffing, systems and operational needs of the Contact Centre
  • Experienced Fraud Analyst with a background in insurance fraud investigations, adept at conducting interviews and gathering evidence to support fraud cases. Demonstrated success in reducing fraudulent claims by 40% through the implementation of fraud prevention strategies.
  • Goal-driven and proactive Fraud Analyst with experience in fraud prevention and investigation, seeking a challenging position to leverage my skills in identifying and mitigating fraud risks, conducting investigations, and collaborating with cross-functional teams to ensure compliance and minimize losses.
  • Generated reports and provided analytics on accounts payable to senior management, resulting in improved budget forecasting.
  • Prepared and presented financial reports to senior management and external stakeholders.

Regional Manager for Patient Care (Singapore and Malaysia)

Zuellig Pharmaceutical
02.2022 - 10.2022
  • Responsible for patient consultants that are in both Singapore and Malaysia to ensure that patients are responded through in a timely manner through phone and email transactions within 3 working days.
  • Reporting of regional statistics on the number of programs introduced to the team monthly basis.
  • Introduction of different schemes for new customers
  • Mapping the patient journey of the APP from application through the registrations.
  • Testing and approving the final design once developer has completed the APP.
  • Preparing test scripts for testing.
  • Excellent communication, customer service and time management skills especially when creating templates for communication.
  • Establishes plans, and work strategies to ensure the delivery of quality customer services to all patients through work scripts.
  • Assesses departmental needs for equipment and confers with IT area.
  • Makes recommendation regarding hiring, discipline, and promotion of subordinates; authorizes leave and overtime; evaluates and rates employee performance.
  • Attends meetings and trainings required to keep up to date regarding clinical and agency issues.
  • Participates in programmatic continuous quality improvement activities.
  • Serve as a liaison between the clients and the medical/service providers.
  • Contribute to the overall positive climate of the organization.
  • Performs other duties as assigned by immediate supervisor.
  • Reason for change – I was assured that this would be a service role however I have gone away and have understood what is like to work with medical manufacturers. My desire has always eager to work with people and influence them to becoming a productive environment. At this point my role desires me to be more technical and it does not give me an opportunity to build CS strategies to be productive.

Operations Manager

Agape Connecting People
11.2019 - 11.2021
  • Managed a 60-seater call center with an annual revenue of $1.2M within Changi Prison. Hiring, training, coaching, and leading call center representatives as they provide support for customers.
  • Achieved exceptional team service level performances (> 10% against quarterly service KPIs) through continuous coaching.
  • Increased operations and process efficiency and customers satisfaction scores by 10% and 20% respectively through operations data analysis, process re-engineering and team coaching.

Customer Service Manager

Ez Link Pte Ltd (Subsidiary of LTA)
05.2015 - 10.2019
  • Championed and implemented PDPA policies and program organization wide as a DPO (Double hatting with Customer Service Manager as the main role)
  • Ensured 100% PDPA process compliant in the development of process and policies for handling personal data.
  • Fostered a data protection culture among employees and communicating personal data protection policies to stakeholders.
  • Developed PDPA playbook and managed personal data protection-related queries and complaints.
  • Created a reporting and escalation process to alert the management team of any risks and breaches regarding personal data; and
  • Served as a main organization liaison with the PDPA on data protection matters.
  • Authorizing replacements or refunds with a target of 5 working days which was initially within 31 working days.
  • Taking on other tasks or projects to support employees, other managers, and call center operations.

Director of Operations

PPCW Hong Kong
10.2010 - 03.2015
  • Liaise with CEO to make decisions for operational activities and set strategic goals with the client (airline loyalty program)
  • Plan and monitor the day-to-day running of business to ensure smooth progress at the office center.
  • Supervise staff from different departments and provide constructive feedback.
  • Regularly evaluate the efficiency of business procedures according to organizational objectives and apply improvements such as cost reductions.
  • Manage procurement processes and coordinate material and resources allocated resulting in > 20% savings in operational overheads
  • Oversee customer support processes and organize them to enhance customer satisfaction.
  • Reviewed financial information and adjust operational budgets to promote and exceed profitability targets by 2012
  • Conducted a financial analysis of the company’s operations and identified areas of cost savings and potential growth opportunities.

Regional Contact Center Manager/ Performance Manager

Northwest / Delta Airlines
01.2007 - 09.2010
  • Responsible for training call center agents to make sure that service delivery on their part is always up to speed resulting in average response time
  • Oversee the recruitment of required and qualified personnel to fill job openings for call center agents with people hire for the right fit (people turnover of
  • Maintain and enhance call center operations by supervising system performance(s), identifying, and providing solution(s) to problems with process improvements by 10%
  • Prepare monthly call center performance reports and analysis to foster a process of continuous improvement.
  • Determine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.
  • Overseeing the Asia Pacific operations to ensure they are operating according to the standards of Delta Airline operating procedures.
  • Working alongside with the departments such as HR, Marketing Finance and IT on various processes that are cascaded from Head Office.

Education

Bachelor of Arts with Honors -

Kingston University
10.2018

Master of Arts - Gerontology

NTU
07-2028

Skills

  • Call Center Operations
  • Customer Service
  • Trainer
  • Recruitment
  • Project Management
  • Diplomacy
  • Motivation
  • Emotional Intelligence
  • Communication
  • Administrative
  • Proactive
  • Time Management Skills
  • Team Management
  • PDPA Compliance
  • Client Management
  • Reporting
  • Technology integration
  • Workforce planning
  • Employee coaching
  • Key performance indicators
  • Employee engagement
  • Goal attainment
  • Hiring and onboarding
  • Process improvements
  • Staff hiring
  • Team leadership
  • Goal setting
  • Employee motivation
  • Schedule management
  • Customer service
  • Business forecasting
  • Employee development

Certification

  • ACTA-IAL, Singapore - Trainer Certification
  • COPC, Singapore - Customer Call Center Operations
  • PDPA - Personal Data Protection Certificate

LANGUAGES

English
Bahasa Malaysia
Malayalam

Timeline

Senior Operations Manager

DHL
11.2022 - Current

Regional Manager for Patient Care (Singapore and Malaysia)

Zuellig Pharmaceutical
02.2022 - 10.2022

Operations Manager

Agape Connecting People
11.2019 - 11.2021

Customer Service Manager

Ez Link Pte Ltd (Subsidiary of LTA)
05.2015 - 10.2019

Director of Operations

PPCW Hong Kong
10.2010 - 03.2015

Regional Contact Center Manager/ Performance Manager

Northwest / Delta Airlines
01.2007 - 09.2010

Bachelor of Arts with Honors -

Kingston University

Master of Arts - Gerontology

NTU

Training

Desktop Support Engineer

ICT-OUS-3001-1.1 Applications Support and Enhancement-3
ICT-DIT-3014-1.1 Software Configuration-3
ICT-SNA-3018-1.1 Product Management-3
ICT-DIT-3009-1.1 Network Configuration-3
ICT-OUS-3007-1.1 Infrastructure Support-3
ICT-DIT-3012-1.1 Security Assessment and Testing


ITIL Certification - Peoplecert


CSCM Training Facilitator

Details

  • Block 505 Pasir Ris St 52 #03-197, Singapore 510505
  • Mobile - 88581202
  • Email - jacque0168@gmail.com

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Jacqueline Fernandez