Kelly Chia
Singapore
Summary
Gender: Female
Marital Status: Married
Nationality: Singaporean
Expected Salary: $5500 (Negotiable)
Availability: 2 Months
Overview
27
27
years of professional experience
1
1
Certification
Work History
Assistant Manager, Quality Assurance & Training
Fullerton Healthcare Group
01.2023 - Current
- Conducting weekly QA (quality assurance) audits on agents’ calls and emails to ensure no wrong information is provided and the standard operating procedures and call scripts are adhered to.
- Coaching agents for escalations / wrong information provided to callers and guiding agents on how to avoid repeating the same mistakes, such as performing due diligence checks on product information / benefits entitlements in systems or knowledge base or to send agents for retraining to strengthen their knowledge.
- Updating of information in knowledge base as and when new changes in processes are sent from relevant departments.
- Conduct training to newbies / call centre agents on case study and knowledge refreshers.
- Review and validate DSATs received daily on agents calls.
- Monthly reporting for QA audits and Post Call Surveys.
- Proposing and implementing new processes to streamline the call centre workflow.
Assistant Manager, Contact Centre Operations
Fullerton Healthcare Group
11.2021 - 12.2022
- Handling of escalations / complaints raised by agents via phone calls or emails.
- Monitor and ensure service levels does not fall below 80% on a daily basis.
- Assigning out abandoned calls to agents to call back within 1 working day.
- Review outstanding / pending cases that are still unresolved and liaising with relevant departments to expedite on resolutions.
- Planning of rosters on monthly basis and review ad hoc change of shifts or urgent leave requests.
- Generating and preparing of monthly reports on service levels for individual companies or insurers and send out before dateline provided.
- Coaching agents for escalations / wrong information provided to callers and guiding agents on how to avoid repeating the same mistakes, such as performing due diligence checks on product information / benefits entitlements in systems or knowledge base or to send agents for retraining to strengthen their knowledge.
- Updating of information in knowledge base as and when new changes in processes are sent from relevant departments.
- Providing suggestions or implement processes to streamline the Contact Centre operations.
Customer Service Executive III
Aviva Ltd
01.2013 - 11.2021
- Handling of incoming calls from clients and financial advisors on policy-related issues, new business and policy servicing issues
- Follow up on enquiries and investigations on unresolved cases
- Updating of all calls information and details into CMS (Client Management System)
- Was selected into the CC PS Team (A special team set up to handle processing of the following policy servicing transactions: update of clients’ addresses, change of premium frequencies, reactivation and deactivation of GIRO and credit cards, updating of credit card expiry dates and reactivate mandate, termination of policies without cash values, reinstatement of policies within 60 days grace period from paid to date, generating of premium statements, receipts and billing notices, generating of surrender quotes, policy loan or NFL quotations, generating of Post Sales Quotations, generating of MyShield and MyShield Plus renewal certs, suppressing overdue to avoid lapse of policies, updating of DNC indicator)
- Conducts outgoing calls to clients who have called in earlier but to the incorrect hotline, callbacks assigned by colleagues who answered the calls
- Info sharing of information or updates on ad-hoc basis with verifications / confirmations from backroom processing team
- Assisting to review information updated in the knowledge base and notify Team Leads / Assistant Managers to amend accordingly when necessary
- Created a step by step guide on payment via Internet Banking (DBS / POSB a/c) for easy reference by fellow colleagues
- Updating of information to Oasis System on funds notifications and revised fund listings for Navigator / ILP and revision or updates on processes or all types of application, processing and transactional forms.
HR HelpLine CSR
Apple Inc.
01.2012 - 12.2012
- Handling HR records of all APAC countries
- Data entry of all HR personal details, allowances and leave adjustments into system
- Manning the HR Records mailbox with regards to any HR issues
- Resolving HR rejected / problem forms submitted by employee’s managers or recruiters
- Investigating & solving the different HR issues for individual employees
- Answering of inbound calls from employees enquiring on HR issues, like benefits, compensations and other HR policies
- Replying to emails from employees enquiring on any HR issues
- Logging cases via phone or email into CRM system
- Generating of HR reports on a monthly basis
- Documentation of knowledge transferred information from all APAC countries on their HR policies
- Create FAQs on all HR topics for all APAC countries
- Prepare presentations on HR work processes and flows for all APAC countries
- Create email templates on standard replies to employees on their enquiries
- Create call scripts on call handling
- Create instruction guides / manuals on HR data entry / administrative processes in the system
- Uploading of employee’s scanned documents into HR system.
Associate Vice President, Call Centre, Client Services
CIMB Securities (Singapore) Pte Ltd
05.2007 - 12.2011
- Answering inbound calls from clients on all trade related enquiries pertaining to their online trading accounts and other ad hoc queries
- Troubleshooting and guiding clients through technical issues encountered on the trading platform
- Escalating unsolved technical issues to IT Department for further investigation and alternative solutions
- Replying to incoming emails from clients on all trade related enquiries
- Handling of complaints from clients
- Generating of reports on a monthly basis
- Conducting of call quality evaluation on a monthly basis
- Planning of roster / manpower for daily call centre operation
- Planning and training of new staffs and conduct refresher trainings for staffs
- Taking part in projects for call centre operation and improvement of processes
- Participating in seminars and opening of trading accounts for clients
- Processing of account opening forms to be submitted for approval
- Ad hoc duties as assigned from time to time.
Distributor Services Representative
Herbalife International Singapore Pte Ltd
04.2004 - 04.2006
- Processing of orders at counter
- Handle enquiries and complaints from distributors
- Up-selling of new products launched and coming events
- Handling of cash, operating of Nets and Credit Card Machine
- Understanding and able to communicate company’s marketing plan clearly to distributors
- Answering in-bound calls at call center, handle enquiries and order processing, etc
- Data entry of Application forms, and updating of other information onto company’s system for individual Distributor’s account
- Designing of promotion flyers and notices for company’s events or product launch and other outgoing information to distributors.
Marketing Executive
National Kidney Foundation
06.2002 - 09.2003
- Conduct health screenings at different companies all over Singapore
- Handle registration for participants, measure height & weight for participants, analyze Body Fats percentage for participants and give medical advice accordingly
- Sales/Marketing of Lifedrops Contribution Program to the public through health screenings done at different companies
- Targets to be met by calling participants for bank account numbers in order to process the Lifedrops Contribution forms
- Cold calling & maintaining of clients accounts with NKF
- Fix appointments and meet up with clients regarding health screening details
- Scheduling of participants at allocated time slots for health screening sessions.
Assistant Corporate Executive
AM Education & Training Pte Ltd
06.2001 - 06.2002
- Preparing & creating of attendance lists, assessment sheets, booklists & other miscellaneous forms, etc at the beginning of every new school term
- Creating of new folders for individual students for each new term and maintaining & updating of their folders
- Update fee schedules records, keep track & follow up of all school fees payment paid by students
- Generate letters for students & lecturers’ requests, evaluation reports for lecturers
- Collecting of assignments from students & prepare them for marking locally or overseas via courier services
- Preparing of airway bills & arranging for courier collection
- Preparing & printing of notes & other course materials for students & lecturers for every lesson
- Prepare notices to be posted on notice boards outside the classrooms on course information
- Printing & replenishing of brochures on the various courses available
- Answering & transferring of phone calls to the respective person(s)
- Attend to walk-in or phone enquiries on the various courses provided
- Attend to walk-in or phone requests from students or lecturers
- Calling up students/lecturers to inform them of any change in course schedule or other information
- Maintenance of Classrooms & Equipments
- Ensuring that all classrooms are equipped with the appropriate equipments for every lesson
- Transferring of computers together with OHPs & projectors from classrooms to classrooms & setting up of the systems
- Collecting of cheque or cash payments for school fees
- Generate & issue receipts for payments
- Distribution & administration of textbooks for students at the beginning of every new term
- Engaging of services for photocopier & ordering of supplies for stationery, photocopier’s toner, etc.
Customer Relations Officer
OUB PhoneBanking & Card Centre
06.1997 - 06.1998
- Handling credit card termination
- Retention & salvaging of membership with cardholders through phonecalls
- Waiver of annual membership fee and increase in credit line
- Generate corporate letters to cardholders for maintaining their credit cards.
Education
Diploma in Product Design & Development -
Nanyang Polytechnic
01.2001
GCE O Levels -
Yuying Secondary School
01.1996
PSLE -
Qiaonan Primary School
01.1992
Certification
- HI (Health Insurance)
- M9 (Life Insurance & Investment-Linked Policies)
Personal Information
- Availability: 2 Months
- Expected Salary: $5500 (Negotiable)
- Date of Birth: 09/02/80
- Gender: Female
- Nationality: Singaporean
- Marital Status: Married
Languages
English
Upper intermediate (B2)
Chinese (Mandarin)
Intermediate (B1)
Timeline
Assistant Manager, Quality Assurance & Training
Fullerton Healthcare Group
01.2023 - Current
Assistant Manager, Contact Centre Operations
Fullerton Healthcare Group
11.2021 - 12.2022
Customer Service Executive III
Aviva Ltd
01.2013 - 11.2021
HR HelpLine CSR
Apple Inc.
01.2012 - 12.2012
Associate Vice President, Call Centre, Client Services
CIMB Securities (Singapore) Pte Ltd
05.2007 - 12.2011
Distributor Services Representative
Herbalife International Singapore Pte Ltd
04.2004 - 04.2006
Marketing Executive
National Kidney Foundation
06.2002 - 09.2003
Assistant Corporate Executive
AM Education & Training Pte Ltd
06.2001 - 06.2002
Customer Relations Officer
OUB PhoneBanking & Card Centre
06.1997 - 06.1998
Diploma in Product Design & Development -
Nanyang Polytechnic
GCE O Levels -
Yuying Secondary School
PSLE -
Qiaonan Primary School
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