Nirmala Devi

Chat bot Management

• Optimized and amended the existing content nodes and dialogue flow of the intent based chat bot
• Explored AI tools such as the chat bot dashboard analytics and IBM AI assistant in the course of improvising the bot's response generation
• Drew insights from the dashboard analytics data to develop effective improvement plans in alignment with goals and specifications.
• Enhanced interfaces to promote better functionality for users.
• Collected, arranged, and input information into database system.
• Optimized core processes to improve business performance and operational agility.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.

New mobile App launch

• Review the User Journey stages by looking at the user stories in Figma.
• Make sure that the process flow focuses on the user's perspective and ensure that the journey aligns with our goals and needs.
• Make sure that the User Interface Elements are intuitive and interactive for a seamless user experience.
• Provide insights from user research and suggest areas of improvement within Figma for our IT department to amend or refine.

Core System Migration

• Performed end to end UAT with more than 100 test cases for the organization's chat bot functionality in relation to the core system migration.
• Actively provided suggestions in improving testing process by suggesting enhancements and best practices since my teammates were new to doing UAT.
• Used the swagger platform to check on API responses when the front facing data in the chat bot is not displayed correctly
• Cultivated positive relationships with vendors and stakeholders to deliver timely and cost-effective project deliverables.

Computer Telephony Integration (CTI) System

• Managed the organization's call system hotline changes and creation of new hotline.
• Performed end to end UAT and implementation for hotline changes and creation of new hotlines.
• Involved in the meeting with our vendor to convey user expectation and make sure that their understanding is aligned with the desired project outcome
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Healthcare System Testing

• Make sure that CareShield Life system supports all the functionality as per the Detailed Requirement Specifications (DRS)
• Lead UAT tester for CareShield Life and ElderShield Premium Refund module
• Crafted more than 400 suitable test scenarios for the testing
• Collaborated with upper management to assess business needs and develop roadmaps.
• Worked closely with supervisor to review the test scenarios and cases, to make progressive changes
• Provide support to other teams for UAT queries and performed system end to end, regression and sanity testing.
• Automated UAT process using RPA, UIpath which contributed to high efficiency and delivering the project deliverables within the timeline.
• Facilitated communication between departments and project stakeholders.
• Analysed project performance data to identify areas of improvement.

Operational Support

• Process healthcare related transactions such as withdrawals.
• Correspond with members and external agencies on healthcare related request via emails, tracking cases in CRM system
• Address complex-escalated enquiries from members of public via inbound/outbound calls and perform resolution management.
• Provide operational support to Senior Manager and perform ad-hoc duties when necessary.

Customer Service

• Provide personalized service to manage CPF members' enquiries on CPF schemes at CPF service centre
• Create good customer experience through effective service delivery, easy-to-use platforms and with an empathetic mindset

Supervisory Role

• Day to day operations like statistics reporting, general administrative duties which includes raising system accesses
• Delivered exceptional training for new Customer Service Associates and hands-on motivation to team members to enhance customer satisfaction.
• Made reasonable procedure exceptions to accommodate unusual customer requests.
• Cross-trained and took additional portfolio to manage a team assigned to serve government payouts such GSTV.

Laboratory Research

• Participated in research projects by designing and executing plant tissue culture experiments.
• Developed new protocols and improved existing laboratory processes by analyzing the research data
• Gathered laboratory samples, and read test results to make accurate care decisions.
• Participated in lab meetings and project presentations.
• Assign daily work duties to the laboratory attendants.