Microsoft Word, Excel, Powerpoint, SAP
Karen Jit Kaur Janeril Singh
Customer Service
Summary
Dynamic customer service professional with a proven track record at Becton Dickinson, excelling in problem-solving and active listening. Enhanced customer loyalty through empathetic communication and increased first-call resolution rates by 20%. Adept at managing high-stress situations, ensuring customer satisfaction, and fostering repeat business through comprehensive product knowledge and exceptional service delivery.
Overview
22
22
years of professional experience
1
1
Certification
5
5
Languages
Work History
Customer Service Executive
Becton Dickinson
01.2021 - 12.2021
- Assist and resolved customer enquires with regards how to use the ART Test Kits with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Bank Teller
DBS Bank
08.2019 - 11.2020
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Call Center Supervisor
Farrer Park Hospital
03.2013 - 05.2018
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
Patient Services Coordinator
Alexandra Hospital
02.2010 - 01.2013
- Ensured timely and accurate completion of all required documentation for regulatory compliance, contributing to the overall quality of patient care services provided by the clinic.
- Answering calls to make new appointments and change appointments.
- Streamlined communication between patients and medical staff, ensuring timely responses to inquiries and concerns.
- Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
- Communicated with primary care offices and insurance companies to obtain authorization.
- Contributed to a positive clinic environment by consistently displaying compassion, empathy, and professionalism when interacting with patients.
Customer Support Specialist
TeleDirect
10.2008 - 01.2010
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Customer Service Officer
Cpg Solutions
01.2006 - 09.2008
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Officer
UGL Services
12.1999 - 12.2005
- Assisted call-in customers with questions and orders with Lift breakdown services, passenger trapped inside the lift, corridor lights out of order and whole block no electricity. Assist with internal and external plumbing services and also with carpark enforcement with illegal parking.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
Education
GCE 'N Level'
Swiss Cottage Secondary School
Singapore, Null, Singapore 04.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Additional Information
Security LIcence
Deterrence-1
POLWEL CO-OPERATIVE SOCIETY LIMITED
Apr 2022
Access Control Management-2
POLWEL CO-OPERATIVE SOCIETY LIMITED
Apr 2022
Threat Observation-1
POLWEL CO-OPERATIVE SOCIETY LIMITED
Feb 2022
Provide guard and patrol services
July 2003
Handle security incidents and services
July 2003
Software
Certification
Diploma in Leadership and People Management
Interests
Helping others, especially elderly and klids by providing listening ear and giving emotional support and caregiving if needed
Timeline
Customer Service Executive
Becton Dickinson
01.2021 - 12.2021
Bank Teller
DBS Bank
08.2019 - 11.2020
Diploma in Leadership and People Management
09-2018
Call Center Supervisor
Farrer Park Hospital
03.2013 - 05.2018
Patient Services Coordinator
Alexandra Hospital
02.2010 - 01.2013
Customer Support Specialist
TeleDirect
10.2008 - 01.2010
Customer Service Officer
Cpg Solutions
01.2006 - 09.2008
GCE 'N Level'
Swiss Cottage Secondary School
04.2001 -
Customer Service Officer
UGL Services
12.1999 - 12.2005