Karine Yang
Singapore
Summary
Versatile professional skilled in customer service, data analytics, and team leadership. Expertise in managing service requests and optimizing processes to improve customer satisfaction, while effectively utilizing data tools to support decision-making and operational excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Executive
Singapore Telecommunications Limited
08.2025 - Current
- Managed end-to-end mobile service requests, including new line setups, SIM activations, transfers, re-contracts, and VAS provisioning.
- Utilize CRM SAP, ServiceNow, and Salesforce systems to address and resolve customer requests.
- Resolved customer and billing issues efficiently, performing adjustments and ensuring timely ticket closure in line with SLA targets.
- Ensured service quality and compliance by adhering to SOPs/CMO guidelines while delivering strong customer experience outcomes.
Fleet Operation Service Officer
ComfortDelGro Corporation Limited
04.2023 - 06.2025
- Processed daily documentation for allocation of taxis and PHC car hiring to support revenue growth.
- Generated reports on scheduling and allocation of taxis and private cars to enhance operational insights.
- Oversaw driver incentive and rebate payouts to ensure accurate distribution.
- Monitored and addressed drivers' enquiries through CMS and CRM systems to ensure effective communication.
- Propose and participate in User Acceptance Testing of Fleet Management System enhancements.
Army Engineer
Singapore Armed Forces
Singapore
04.2018 - 02.2023
- Specialized in weapon maintenance, always ensuring operational readiness.
- Managed and led a team of 10 individuals, overseeing their performance and fostering a cohesive working environment.
- Provided on-the-job training to newly joined staff, imparting essential skills and knowledge.
- Collaborated closely with various units to ensure smooth and timely completion of maintenance tasks, minimizing downtime and ensuring operational efficiency.
Immigration Officer
Immigration & Checkpoints Authority
01.2015 - 12.2017
- Conducted interviews with applicants seeking immigration processing to assess eligibility for admission, residence, and travel; reviewed applications, visas, and passports to ensure compliance with immigration requirements.
- Coordinated with law enforcement officials to facilitate legal actions and deportations, preventing illegal or prohibited goods from entering the country.
- Supported front-line personnel by providing timely service to customers and effectively managing support needs.
Intern
HENG LONG CO.PTE LTD
06.2012 - 11.2012
- Analyzed large and complex data to support business operations and decision-making.
- Demonstrated product knowledge, aiding customers in making informed decisions.
- Participated in training sessions to improve team skills and knowledge.
- Adapted to various roles to meet team demands.
- Conducted inventory counts to maintain accurate stock levels.
Education
Diploma - Business Practice in Digital Marketing and Branding
Republic Polytechnic
Singapore08-2024
O Level - WPLN
British Council Singapore
Singapore02-2023
NITEC - Chemical process in pharmaceutical
ITE COLLAGE EAST
Singapore12-2012
PSLE -
Holy Innocent Primary School
Singapore12-2006
Skills
- Customer service
- Customer experience
- Client relations
- Relationship management
- Administrative assistance
- Data entry
- Multitasking capacity
- Decision-making
- Problem-solving aptitude
- IT Scrum Master
- Service now software
- SAP software
- Microsoft Office Suite
- Canva
- Team leadership
- Adaptive team player
Certification
- Google Data Analytics Professional Certificate
- Google Advanced Data Analytics Certificate
- IBM IT Scrum Master
- IBM Business Intelligence (BI) Analyst Professional Certificate
- Human Resource Associate Professional Certificate
- Modular Certificate in Digital Communication and Engagement
- Modular Certificate in Visual Storytelling for Production and Design
- Modular Certificate in Business Operation
- Modular Certificate in Digital Business
- WSQ Warehouse Inventory Control and Audit
- WSQ Warehouse Administration
- WSQ Follow Food and Beverage Safety and Hygiene Policies
- SAP EM System
Community Service
- Actively involved in community service, volunteering with A Packet of Rice, a non-profit organization that delivers rice and groceries to low-income families every month.
- Participated in elderly home volunteer work with ComfortDelGro Pte Ltd, providing support and companionship to seniors.
- Committed to making a positive impact through meaningful contributions to the community.
Languages
- English, Proficient
- Chinese, Proficient
- Teochew, Upper Intermediate
- Hokkien, Upper Intermediate
- Thai, Upper Intermediate
Timeline
Customer Service Executive
Singapore Telecommunications Limited
08.2025 - Current
Fleet Operation Service Officer
ComfortDelGro Corporation Limited
04.2023 - 06.2025
Army Engineer
Singapore Armed Forces
04.2018 - 02.2023
Immigration Officer
Immigration & Checkpoints Authority
01.2015 - 12.2017
Intern
HENG LONG CO.PTE LTD
06.2012 - 11.2012
Diploma - Business Practice in Digital Marketing and Branding
Republic Polytechnic
O Level - WPLN
British Council Singapore
NITEC - Chemical process in pharmaceutical
ITE COLLAGE EAST
PSLE -
Holy Innocent Primary School