Santhi Sabrina

• Respond to an average of 80–100 inbound calls daily, addressing CPF-related enquiries on investments, education loans, interest computation, and nominations.

• Maintain a quality assurance score of 95% and above, ensuring accuracy, compliance, and professionalism in every interaction.

• Achieve First Call Resolution (FCR) rate of over 90%, minimizing repeat enquiries and enhancing customer satisfaction.

• Provide clear guidance on CPF Investment Scheme (CPFIS) processes, product eligibility, and investment limits.

• Assist members with CPF Education Loan repayment options, deferment requests, and policy clarifications.

• Explain CPF interest computation mechanisms and annual crediting schedules across all account types.

• Guide members through CPF nomination requirements, digital submission, witnessing protocols, and beneficiary allocation.

• Ensure strict adherence to PDPA and CPF Board’s internal data confidentiality policies.

• Ensured the highest standard of service delivery to customers.
• Effectively monitored and responded to incoming calls, emails, social media, and written correspondences.
• Maintained strict confidentiality of customers and data.
• Identified and resolved customer issues and inquiries via calls and email within committed turnaround times, adhering to Contact Centre standards.
• Leveraged customer service and sales skills to maximize each customer interaction.
• Resolved customer complaints and problems to their satisfaction, accurately documenting issues and solutions.
• Ensured compliance and control standards were met in the execution of transaction requests.

• Fostered quality representation by maintaining communication with current student ambassadors.
• Provided exceptional service while resolving problems and improving operations.
• Supported other ambassadors by running errands and delivering general office assistance.
• Exhibited excellent verbal and written communication skills.
• Enhanced communication skills through regular, professional interactions.
• Demonstrated respect, friendliness, and a proactive willingness to assist.
• Acted as a team leader in group projects, effectively delegating tasks and providing constructive feedback.
• Showcased ability to work independently and collaborate efficiently in team settings.

• Attended comprehensive telephone skills and program information training to enhance proficiency.
• Resolved customer account discrepancies and concerns promptly.
• Handled customer inquiries via phone and email regarding products and services.
• Assisted a high volume of customers daily with a focus on exceptional customer satisfaction.
• Improved customer service satisfaction ratings through quality control measures.

• Acquired in-depth expertise in data entry, analysis, and reporting.
• Recommended, located, and procured out-of-stock items to meet customer needs.
• Efficiently investigated and resolved customer inquiries and complaints.
• Promptly addressed and resolved inquiries from prospective customers.
• Met and exceeded service level guidelines for call handling, productivity, and response time.
• Adapted proactively and positively to rapid changes.

• Warmly greeted guests at the front desk and efficiently managed check-in processes.
• Handled phone and email reservations, recording and verifying guest information in the computer system.
• Responded promptly to guest inquiries, complaints, and special requests, ensuring high customer satisfaction.
• Coordinated with housekeeping and maintenance teams to resolve room issues swiftly.
• Worked closely with housekeeping to ensure adherence to hotel service and maintenance standards.
• Professionally answered hotel phones and directed calls to appropriate departments.