Summary

Overview

Work History

Education

Skills

Certification

Personal Information

Extracurricular Activities

Timeline

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

years of professional experience

years of post-secondary education

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

SDLC Methodologies: BPMN; UML; Agile; RAD, DevOps

IT security management

IT service operations & delivery

Problem-solving & Critical Thinking

Microsoft Excel

Sales

Tableau and PowerBI

Microsoft Office

Ability to Work Under Pressure

Communication

Ability to Work in a Team

Customer Service

Communication Skills

Attention to Detail

Medical terminology knowledge

Case Management