Melanie Soh

• Developed e-learning program to streamline training courses.
• Develop training programs, train new employees and perform assessments. The post-training assessment aims to ensure participants have acquired the necessary skills, knowledge and attitudes to perform their job roles successfully.
• Develop quality management framework driving continuous improvement in customer service delivery through systematic root cause analysis, identification of defects in service process, delivery and SOPs.
• Develop user interface design for chatbots in official website to establish great customer experience chatbots in official website focused on [Frequently Asked Question].
• Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
• Enhanced customer satisfaction ratings through implementation of targeted programs aimed at addressing specific areas of concern identified via research and surveys.
• Brainstorm and boost employee morale creating a customer-centric environment where everyone from top executive to frontline employees is committed to delivering outstanding service.

To be responsible for the smooth running and improving the CCS Assigned Project, its daily operations and to achieve the Best-in-Class Contact Centre in the DHL network.

Accountabilities:

• Prepare and develop interactive online and F2F training plans for CCS

• To train MSF Customer Service Officers (CSOs)/ Quality Assurance (QA)/ Client Service Manager (CSM) / Team Managers (TM)

• Co-ordinate trainings and orientation programs for new hire.

• Filing & compiling training effectiveness data

• Coordinating course registration with the relevant HR department, vendors or CCS stakeholders

• To create/update processes/work instructions with the sources provided by MSF

• To update CRM Intranet on a timely basis.

• To create and roll out Pop Quiz on a bi-monthly basis for team

• To conduct Role-Play for Customer Service Officers to demonstrate skills and knowledge learnt.

• Updating of Knowledge Management System

• Bi-Annual Call Calibration with MSF Divisions

• To act as backup for QA when required

Communicate Roles & Responsibilities applicable to your team and ensure they are trained and prepared to execute the expected activities.

Review and Approve the Standard Operational Procedures (SOP) and Work

Instructions (WI) of your area and ensure that reviews and approvals are

completed before the agreed deadlines, supported by Frontline Leadership.

Meeting with CSOs to discuss performance and improvement plans.

Continuous Improvement:

Identify training needs and opportunities to improve team’s quality

Standard

Manage and lead the QA Team in fulfilling the objectives of the Quality Assurance Function. Quality Assurance has to ensure that customer’s KPIs relating to Quality as well as their expectations are met and all audit findings to be closed once gaps are found. Facilitate and ensure our call center consistently remains fully optimized for maximum efficiency and effectiveness.

Accountability 1: Customer External and Internal

· Represent the company’s interests in continually improving quality performance.

· Function as the quality liaison and representative in communications and activities associated with satisfying business and customer expectations.

· Lead establishment, maintenance, and continual improvement of the quality for customers.

· Participate in business reviews with clients and management team to input on quality issues and findings

Accountability 2: Stakeholder External and Internal

· Support the QA Team in fulfilling the objectives of the Quality Assurance Function.

· Generate report for operations to have an overview of quality standards for individual agents.

· Provide monthly reporting to the Manager.

· Hold calibration audits with ops to maintain process and standards alignment.

· Facilitate DHL Internal audit

Accountability 3: Process

· Perform and coordinate audits to monitor the quality and compliance to customer requirements

· Work with Operations on Quality initiatives

· Perform transaction audits in accordance to customer’s requirements.

· Perform investigations and come up with findings and corrective actions in the event non-conformities are identified.

· Work with NEA Quality Manager to come up with quality initiatives.

· Facilitate top performing agents and managers reward programs.

· Facilitate CAPA

Accountability 4: People - Management

· Act as primary advisor to the management team on QA issues / initiatives (e.g. problem solving, identification and escalation of significant QA issues)

· Determine and coordinate corrective and preventative actions in support of the establishment, maintenance and continual improvement of the quality system in scope.

Team lead of WMS - As a supply chain service provider to warehouse for import and export activities in warehouse. Accountability 1: Responsible for planning and coordination of Import activities to meet targets and achieve KPI.

Accountability 2: Responsible for planning and coordination of Export activities to meet targets and achieve KPI.

Accountability 3: Warehouse utilization/Inventory (Management of inventory and space in warehouse)

· Management of damaged goods

· Manage safety regulations in operations

· Stock Reconciliation/Stock take

· Handle systems and trouble shoot

· Inventory reports

· Planning and ordering of JIT materials

· RFQ of rental and own equipment

· Issue PR and PO

· Monthly billing

Accountability 4:

· Develop and establish improved control and reporting system to provide accurate information

· Continuously review work processes to reduce processing time and increase efficiency

· Work closely and meeting with stakeholders to provide operational analysis and planning support

· To review SOPs that causes error to operations and provides written CAPA to customer for correction and prevention.

Accountability 5:

· As a QP for site, have to ensure the site meet the requirement for Quality Management System which implements policies and objectives into the processes that help improve a standard of quality.

· Facilitate DHL internal audit

To provide excellent customer service to customers in Singapore, Malaysia and Thailand

Accountability 1: Customer Service Support

Responsible for all customer service support in Singapore, Malaysia and Thailand such as raising entry of sales order, invoice generation, update of cost and setting up of customer database in MGPRO system

· Do month end closing; Debit note/Credit note/Invoicing

· Provide customers on product information/specifications, sales - collection of cash/cheque - providing cash receipts

· Management and coordination of all quality complain replacements of stocks for all Singapore customers

· Respond promptly to customer dissatisfaction issues and resolve complaints

· Manage inventory, stock replenishment to meet demands in a planned target

· Liaise closely with factory to expedite and prioritize inventory that do not arrive on stipulated time (normally lead time for finished goods take about 2 – 4 weeks for standard products. Customized products takes about 8 weeks)

· Arrange logistic arrangement – pick, pack and ship in system daily

· Coordinate and communicate with customer on prompt delivery of finished goods

· Stock take in warehouse twice a year

· Stock reconciliation

Accountability 2: Sales support

· Participate in weekly sales call to distributors

· Have to handle the call-in and email enquiries and provide a quotation whenever is required

· Provide sales forecast for mid-month and end month to sales manager; have to match supply and demand.

· Every week have to provide report to sales manager on stocks movements (Stock ageing, slow movements)

· Generate monthly sales and inventory report for weekly meeting

To communicate effectively with internal/external stake holders to provide sales and marketing support (Germany/Singapore market)

Accountability: Sales and Marketing Support

· Office Administration and other ad-hoc activities

· Support Sales and Marketing team

· Using SAP system to create PO, invoice, delivery order, write off expired or damaged goods, repacking of stocks etc.

· Update of sales and inventory in the system daily using excel

· Maintain customer data and pricing of stocks in SAP system

· Prepare weekly and monthly report for meetings

· Perform month end closing (Debit note/Credit note/Invoicing)

· Manage inventory/stock replenishment to meet supply and demand

· Generate forecast for the Singapore regions and analyse report with additional inputs from sales and marketing team

· Involvement in full stock take at year end

· Booking of hotels for seminars or accommodations

· Booking of conference or meeting rooms for internal meetings

· Management of the staff sales of our products

· Preparation of visa for travel

· Coordinate with internal colleagues on their claims

· Work with product manager from the raw to finishing process of collaterals and brochures

· Coordination and participation of road show events for Consumer Health Care Division

To assist Purchasing Manager on orders and administrative support

Accountability: Procurement (using Oracle system)

· Source for new suppliers

· Preparing and Issuing of POs

· Prepare Invitation to quote and negotiate prices

· Filing and Payment collection

· Expediting delivery for start of production

· Liaise with internal colleague on their requirements

· Attend to Quality Issue

· Coordination between internal and external stakeholders

· Facilitate tenders