Photography
Jasmin Chong
Customer Relations @ CPF Board
Summary
Having worked at the frontline operations of CPF Board's customer contact centre, I leverage my extensive experience in customer service to lead a team of Temporary call centre agents in managing the CPF's Healthcare hotline and main hotline. I am responsible for ensuring high-quality service delivery coupled with extensive scheme knowledge, resolving customer complaints, and implementing process improvements. Prior to this role, I was a Temp Service Manager at CPF Board, where I managed the temporary staff and coordinated their assignments. I also have experience as a Teaching Assistant and Administrator at The Learning Lab, Singapore, where I supported the teaching staff and students. I am passionate about delivering excellent customer service to the citizens of Singapore and fostering a positive work environment for our customer service professionals.
Overview
12
12
years of professional experience
8
8
Certifications
5
5
Languages
Work History
Customer Service Executive
CPF Board
10.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without compromising quality of service provided.
Temp OIC (Appointed During Course of Work as CSE)
CPF Board
09.2024 - 06.2025
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training for Temporary staffs manning the CPF Healthcare hotline.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Monitored service staff performance and provided feedback for improvement.
Temp Service Manager (Part-time)
CPF Board
10.2021 - 02.2023
- Established a positive work environment by fostering open communication and promoting teamwork among staff members.
- Managed high-volume call center operations, maintaining service quality standards across the team.
- Created comprehensive training materials for new hires, resulting in reduced onboarding time and faster integration into the team.
- Oversaw daily operations of the customer service department, effectively managing resources to meet targets consistently.
Student Care Teacher
Graceland Student Care Centre
01.2021 - 09.2021
- Assisting primary school children with school work and supervising their daily after school activities.
- Developed strong relationships with students and parents, fostering a positive learning environment.
- Increased student participation by utilizing interactive and group-based learning techniques.
- Evaluated student progress regularly through assessments, providing constructive feedback for improvement.
Admin Cum Receptionist
The Learning Lab
03.2020 - 12.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Confirmed appointments, communicated with clients, and updated client records.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
Student Care Teacher (Part Time)
Sparklekidz Achievers
07.2019 - 03.2020
- Collaborated with colleagues to develop engaging lesson plans, resulting in improved student outcomes.
- Utilized data-driven instruction techniques to tailor lessons according to individual student needs.
- Assisted in coordinating extracurricular activities that enriched the overall school community experience.
- Maintained accurate records of student attendance, grades, and behavioral issues for administrative purposes.
Admin Assistant (Part Time)
Music Delight School
01.2017 - 04.2018
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Tutor (Part Time)
Trust Tuition Agency
06.2013 - 01.2016
- Provided homework assistance using specific curriculum and materials.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Provided one-on-one tutoring sessions, tailoring instruction to meet the specific needs of each student while promoting independent learning skills.
Education
SHRM Advanced Diploma - HR Management
SHRM
Professional Qualification or Diploma - Human Resource
GCE 'O' Level or equivalent - undefined
Pasir Ris Secondary School
Skills
- Customer relationship management
- Issue escalation
- Customer engagement
- Team collaboration
- Fast and independent learner
- Public speaking
- Team training and development
- CRM User Acceptance Testing
- Attendance management
- Onboarding and orientation
- Employee retention
Certification
SHRM Strategic Workforce Planning - Present
Interests
Digital Photo Editing, Photoshop
Travelling
Singing
Timeline
Temp OIC (Appointed During Course of Work as CSE)
CPF Board
09.2024 - 06.2025
Customer Service Executive
CPF Board
10.2023 - Current
Temp Service Manager (Part-time)
CPF Board
10.2021 - 02.2023
Student Care Teacher
Graceland Student Care Centre
01.2021 - 09.2021
Admin Cum Receptionist
The Learning Lab
03.2020 - 12.2020
Student Care Teacher (Part Time)
Sparklekidz Achievers
07.2019 - 03.2020
Admin Assistant (Part Time)
Music Delight School
01.2017 - 04.2018
Tutor (Part Time)
Trust Tuition Agency
06.2013 - 01.2016
Professional Qualification or Diploma - Human Resource
GCE 'O' Level or equivalent - undefined
Pasir Ris Secondary School
SHRM Advanced Diploma - HR Management
SHRM
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