Leong Wei Ng
Summary
Dedicated and organized Customer Service Executive with a strong background in managing temporary staff and assisting in day-to-day customer service operations. Proven ability to support leadership in routine activities, enhance team efficiency, and consistently deliver exceptional service to members. Possessing strong communication, problem-solving, and organizational skills. Focused on providing effective leadership and support in dynamic environments. Known for enhancing customer experiences and fostering team collaboration. Adaptable to changing needs and reliable in delivering results. Skills in communication and conflict resolution contribute to excelling in this role.
Overview
10
10
years of professional experience
Work History
Customer Service Executive
Central Provident Fund Board
08.2018 - Current
- To provide personalized customer service to CPF members by addressing their inquiries about CPF schemes and services and help them make informed choices about their CPF savings
- Provided personalized customer service to CPF members by addressing their inquiries about CPF schemes and services through various channels
- Ensured the members are well-informed about their CPF savings to make informed choices
- Created a positive customer experience through effective service delivery, easy-to-use platforms, and empathetic mindset
- Promotion in April 2022
- Consistently exceeded customer satisfaction goals and received multiple compliments every month from satisfied customers
- Utilized Power BI to create a monthly graph chart showcasing the performance and productivity of Customer Service Executives
- Provided company information and policies to Members upon inquiry and answered questions via phone and face to face.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Take over the role of Temp OIC
- Oversee and manage a team of temporary customer service staff, ensuring proper task delegation, smooth operations, and adherence to company guidelines.
- Handle complex customer inquiries and resolve issues in a timely manner, maintaining a high level of customer satisfaction.
Customer Service Officer
Singapore Telecommunications Limited
06.2015 - 04.2018
- Retained customers for internet and Mio TV services by offering retention offers
- Advised customers on the best promotions and benefits available to them for retaining their services
- Provided front-line customer service support to walk-in customers, addressing their needs and resolving issues efficiently
- Handled customer requests and inquiries on a first-hand basis
- Appointed as in-charge of the Jurong Point outlet retention counter, responsible for handling any escalation or cases brought up by walk-in customers
Education
Diploma - Engineering (Electronic, Computer and Communications Engineering)
Nanyang Polytechnic
Singapore03.2012
Higher NiTEC - Engineering (Electronic)
Institute of Technical Education (ITE)
Singapore03.2009
Skills
- Strong knowledge of CPF schemes and services
- Experience in handling CPF members' enquiries
- Effective service delivery
- User-friendly platforms
- Team management and leadership
- Staff scheduling and coordination
- Customer service operations
- Problem resolution
- Administrative support
- Performance monitoring
- Time management
- Training and mentoring
- Data entry and reporting
- Complaint handling
Timeline
Customer Service Executive
Central Provident Fund Board
08.2018 - Current
Customer Service Officer
Singapore Telecommunications Limited
06.2015 - 04.2018
Diploma - Engineering (Electronic, Computer and Communications Engineering)
Nanyang Polytechnic
Higher NiTEC - Engineering (Electronic)
Institute of Technical Education (ITE)
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