Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Extracurricular Activities
Timeline
Generic

Rehana Marican

Singapore

Summary

Versatile Customer Experience (CX) professional with 7 years of experience in both frontline service and backend analysis. Skilled in leveraging direct customer interactions and strategic insights to drive exceptional customer satisfaction and optimize CX strategies. Committed to ongoing learning and dedicated to making a meaningful impact through innovative solutions and a passion for enhancing the customer journey.

Overview

8
8
years of professional experience
3
3
years of post-secondary education
2
2
Certifications

Work History

Senior Patient Service Associate

Recruit Express Ptd Ltd
05.2024 - Current
  • Managed feedback, complaints, and difficult situations, drafting replies and ensuring smooth communication through departmental calls and emails.
  • Coordinated bed allocation and patient movement, handling bed tight situations and ensuring compliance with hospital policies.
  • Escalated cases in a timely and appropriate manner, providing administrative support and assisting with management reports and statistics.
  • Handled phone, email, and fax enquiries related to bed planning and ambulance services, ensuring accurate coordination and communication.
  • Monitored and managed BMU office inventories, handling procurement processes and supporting ad-hoc projects.
  • Contributed to a positive work environment by effectively collaborating with medical staff and other departments.
  • Coordinated appointment reminders through various methods such as phone calls, emails, or text messages to minimize missed appointments.

Customer Experience Analyst

FUJIFILM Business Innovation Asia Pacific
3 2023 - 9 2023
  • Understood the customer experience through various surveys or studies and its impact on customer loyalty through the use of our data analytics system
  • Derived customer-related insights from various data sources to provide timely reports to FB-AP
  • Coordinated the deployment of AP Customer Experience initiatives
  • Managed the regional Customer Experience platform to transform FUJIFILM BI AP into a customer-data-driven organization that translates customer insights into strategy and into competitive advantages
  • Provided training to Operating Countries' counterparts and departments to improve the handling of customer feedback
  • Support reporting and other activities within the team.

Customer Experience Executive (Banking)

Ascenda Loyalty Pte Ltd
08.2022 - 01.2023
  • Responsible for overseeing the ANZ Rewards Loyalty Program targeted at credit card customers within Australia and New Zealand Banking Group (ANZ)
  • Provide exceptional customer service to the loyalty program customers, addressing inquiries, facilitating transactions, and resolving issues
  • Managed to hit 98% of my KPIs on Average Handling Time (AHT), adherence to compliance (99%) and overall service quality during audit checks
  • Maintain strict adherence to the bank's policies, procedures, code of conduct, and regulatory guidelines during the execution of duties
  • Offer comprehensive information to customers regarding their account status and available balances, ensuring clarity and transparency
  • Managed and effectively handled a high volume of inbound calls during peak holiday seasons, ensuring exceptional customer service and satisfaction
  • Skillfully composed and dispatched professional emails to customers and corporate stakeholders, addressing inquiries, resolving issues, and maintaining clear and concise communication.

Customer Experience Officer

Ministry of Manpower
05.2021 - 08.2022
  • Effectively conducted surveys via outbound calls, accurately capturing respondent information through both phone interactions and in-person field visits
  • Managed the coordination of interview schedules with respondents, ensuring seamless appointment arrangements
  • Ensured meticulous data entry of all cases into designated systems, maintaining data accuracy and integrity
  • Responded adeptly to dynamic operational requirements by executing various ad-hoc responsibilities as necessary
  • Successfully met both daily and monthly KPIs established for both individual and team objectives.

Customer Service Officer

OPUS IT Services
09.2021 - 02.2021
  • Manage callers' queries, resolve their issues, take in feedback, and handle complaints
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions
  • Handling of inbound and outbound emails
  • Projects Handled: EZ-Link Customer Service Officer: Providing first-hand resolution to EZ-link card customers for their loss of cards, refunds, configuration of cards, and other card-related issues
  • Mediacorp Customer Service Officer for Main Hotline: handling various inquiries, feedback, and complaints about shows on Mediacorp TV, news, and programme line-up queries.

Sales Admin

PTC Business Systems Pte Ltd
03.2019 - 01.2020
  • Efficiently manage incoming calls about the company's products and services, providing comprehensive assistance and resolving inquiries professionally and accurately
  • Facilitate comprehensive product knowledge training sessions for newly onboarded staff, ensuring a proficient understanding of offerings to enhance customer interactions and sales efficacy
  • Maintain seamless sales transactions by meticulously overseeing each process step, guaranteeing accuracy, accountability, and customer satisfaction
  • Proficiently handle basic bookkeeping and accounting tasks, accurately recording financial transactions and maintaining organized records to support the company's financial integrity and decision-making processes.

Guest Experience Officer

Starmart Air Asia Pvt Ltd
10.2016 - 12.2017
  • Assisted with timely passenger check-ins for coach travel
  • Addressed passenger inquiries efficiently
  • Facilitated booking of airline and bus tickets for passengers
  • Managed daily cash float and performed end-of-day accounting
  • Handled ad-hoc administrative tasks, including printing and bookkeeping.

Education

Information Technology -

Republic Polytechnic
05.2018 - 05.2021

GCE O Level -

CHIJ Katong Convent
01.2013 - 05.2017

PSLE -

Opera Estate Primary School
01.2007 - 05.2012

Skills

Programming: Java, NET, Python, SQL; C#, CSS, HTML

Certification

Certified First Aider

Personal Information

Nationality: Singaporean

Extracurricular Activities

Staff Sergeant, St John's Ambulance Brigade - 2013 to 2017

Timeline

Senior Patient Service Associate

Recruit Express Ptd Ltd
05.2024 - Current

Customer Experience Executive (Banking)

Ascenda Loyalty Pte Ltd
08.2022 - 01.2023

Customer Service Officer

OPUS IT Services
09.2021 - 02.2021

Customer Experience Officer

Ministry of Manpower
05.2021 - 08.2022

Sales Admin

PTC Business Systems Pte Ltd
03.2019 - 01.2020

Information Technology -

Republic Polytechnic
05.2018 - 05.2021

Guest Experience Officer

Starmart Air Asia Pvt Ltd
10.2016 - 12.2017

GCE O Level -

CHIJ Katong Convent
01.2013 - 05.2017

PSLE -

Opera Estate Primary School
01.2007 - 05.2012

Customer Experience Analyst

FUJIFILM Business Innovation Asia Pacific
3 2023 - 9 2023

Similar Profiles

CREATE PROFILE
Rehana Marican