Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
References
Work Availability
Timeline
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MURNI MOONSHI

Summary

Accomplished Senior Customer Service Officer with 15 years of experience at SAFRA. Known for conflict resolution, coaching, and optimizing call handling to enhance customer satisfaction. Proven ability to adapt and excel in dynamic environments. Successfully managed Admin Operations for 1.5 years, overseeing the customer service counter and leading a high-performing team. Proficient in AX Dynamics, SCMS, and CRM, ensuring seamless operations and exceptional service delivery.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Senior Customer Service Officer

SAFRA
03.2015 - Current
  • Process membership applications and renewals both over the counter and through the app.
  • Handle over the counter transaction,ensuring accurate processing of payment
  • Perform shift closing and settlement of Nets and Visa.
  • Provide support and solution over phone calls, assisting members with technical issues with their app or any enquiries.
  • Monitor stock movement and to report for any discrepancies.
  • Handling of purchase vouchers from the SAFRA App.
  • Assist members with troubleshooting issues related to the SAFRA app, including login problems, error messages, and account lockouts.
  • Manage approximately 50 inbound and outbound calls and optimized call handling to ensure zero dropped calls.
  • Support Project/Marketing events hosted at the club, assisting with logistic and member's engagement.
  • Assist members with facility bookings, providing information on pricing, availability, and terms
  • Achieved monthly KPI for customer compliments.
  • Streamlined inter-department communication for faster issue resolutions.
  • Develop and manage shift-based rosters for CSO team.
  • Developed training for junior staff, improving their performance.
  • Create a streamlined onboarding checklist for new hires.
  • Trained Customer Service Officers (CSO) for SAFRA Jurong and Customer Experience Ambassadors (CEA) for SAFRA Choa Chu Kang, fostering high-quality service delivery
  • Guided team with clear feedback and set timeline for tasks.
  • Attended monthly meetings for performance review and goal setting.
  • Meet and exceed all tasks/goals that were presented as well as provide necessary information/feedback to the Club Operation Manager.
  • Assisted Club RCC with PDPA compliance, assessment and Audit.
  • Kept track of the PDPA Map Inventory for the Club, ensuring compliance with data protection policies.
  • Proficient in AX Dynamics, SCMS & CRM.
  • Manage cash withdrawal and collection processes for Jackpot players
  • Collaborate with Operations Manager to conduct interviews and hire new staff.
  • Provide coverage for Admin Operations during absences, ensuring smooth continuation of daily tasks

Administration Operations (Covering)

SAFRA
12.2021 - 03.2023
  • Managed day-to-day operations, including inventory management.
  • Efficiency managed daily email club communication and resolved any enquiries.
  • Processing of PR/PO.
  • Managed supplier's invoices and meticulously tracked operational budget to ensure financial accuracy.
  • Raised ITQ in Tenderboard system.
  • Coordinated between different departments such as logistics, finance, marketing in order to achieve desired outcomes.
  • Compiled and presented monthly reports on carpark statistics and facility patronage for monthly insight.
  • Prepare operation slides for the monthly EC meeting.
  • Doing QPR/CMEG for quarterly budgeting.
  • Proficient in AX Dynamics, SCMS & CRM.
  • Coordinated the production and distribution of carpark coupons for vendor purchases.
  • Ensure compliance by securely disposing of PDPA matter.
  • Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.

Customer Service Officer

SAFRA
10.2009 - 03.2015
  • Assisted call-in customers with questions and inquiries.
  • Helped large volumes of customers every day with a 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.
  • Developed strong interpersonal skills through direct, face-to-face customer interactions.
  • Assisted with inbound/outbound customer calls and responded to general inquiries.
  • Accurately and efficiently performed data entry tasks using computer systems.
  • Conducted inventory checks and initiated stock replenishment requests.
  • Managed club facilities bookings and handled membership registrations and renewals at the counter.
  • Enhanced active listening and communication skills through customer interactions via phone and email.
  • Participated in regular discussions with the Operations Supervisor to address daily operational challenges and explore improvement opportunities.

Administration Assistant

Milan Group of Boutiques
03.2004 - 03.2009
  • Maintained files and filing, keeping sensitive information confidential.
  • Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner.
  • Provided administrative support to management staff.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.

Education

GCE 'N' Level -

Naval Base Secondary School
Singapore
01.1999

Skills

  • Customer engagement
  • Effective multitasking
  • Teammate mentoring
  • Clear verbal and written communication
  • Adaptability to change
  • Teamwork and collaboration
  • Experienced in Microsoft Office applications
  • Skilled in customer call handling

Certification

  • Certifications Of Completion of AI Threats – Deepfake Attacks
  • People Change Management – Level 3
  • Manage Workplace Challenges With Resilience
  • Apply Emotional Competence To Manage Self In The Workplace
  • Initiative And Enterprise – Operations
  • Demonstrate Initiative & Enterprising Behaviors
  • Solve Problems & Make Decisions At Operations Level
  • Demonstrate Service Vision
  • Adapt To Change
  • Problem-Solving & Decision-Making - Operations Level

Accomplishments

First Recipient of the EXSA SHA Award at SAFRA Recognized for outstanding performance and leadership in customer service excellence, setting a benchmark as the inaugural winner of the prestigious EXSA SHA Award.


  • Winner of EXSA SHA Outstanding Award (2021)
  • Nominees for EXSA Star Award (2021)
  • Top 5 performers in Customer Service (FY24/25)
  • EXSA Star Award (2024)
  • EXSA Star Award (2023)
  • EXSA Star Award (2022)
  • EXSA Star Award (2021)

References

Reference available upon request

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Administration Operations (Covering)

SAFRA
12.2021 - 03.2023

Senior Customer Service Officer

SAFRA
03.2015 - Current

Customer Service Officer

SAFRA
10.2009 - 03.2015

Administration Assistant

Milan Group of Boutiques
03.2004 - 03.2009

GCE 'N' Level -

Naval Base Secondary School

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MURNI MOONSHI