Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Serene Oh

Serene Oh

Summary

Fun and vibrant worker. Looking to try something new after 12 years in the Singapore civil service. Willingness to pick up new skillsets to embark on a new journey.

Experienced in leading and planning. Skilled in customer experience, service delivery, operations planning and execution, project management and many more. Ability to work in a fast paced environment, dealing with obstacles on the go honed from the years of frontline experience. Worked both independently and in a team.

Overview

8

Years spent on the frontline

4

Years handling customer service experience

4

Teams led

5

Languages

Work History

Immigration & Checkpoints Authority

Senior Executive (Service Planning)
04.2020 - Current

Job overview

  • Oversee Contact Centre operations
  • Established and oversaw performance targets for staff
  • Collected and analyzed call center statistics and customer service metrics
  • Developed quality employees within call center to take over leadership positions
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction
  • Maintained and enhanced CRM systems based on staff feedback to improve their productivity
  • Set up expansion of call centre during Covid-19 to handle call volume surge
  • Recruited, contracted and onboarded new agents, maintaining exceptional service standards.
  • Managed outsourcing project from idea to execution
  • Worked with stakeholders to improve service delivery

Immigration & Checkpoints Authority

Team Leader (Changi Airport)
01.2015 - 03.2020

Job overview

  • Oversaw front-line operations at Changi Airport terminal
  • Acted as covering terminal supervisor across all 4 terminals, monitoring operations and formulating optimal manpower strategies
  • Performed Operations Room supervisor role and manage incidents happening in real time across all terminals
  • Good knowledge of Rules of Engagements and Standard Operating Procedure for officers to consult when in need
  • First responder to real time incidents and crisis management
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions
  • Developed performance measurement strategies, identifying areas for improvement for officers
  • Delivered regular team meetings for aligned work towards common goals
  • Cultivated positive, productive team environments, resolving conflicts quickly
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation

Immigration & Checkpoints Authority

Team Leader (Woodlands Checkpoint)
06.2012 - 12.2014

Job overview

  • Oversee smooth operations at assigned zone within the Singapore land Checkpoint
  • Provided supervision to 35 officers and built rapport within sub-team
  • Managed training portfolio of team of more than 300 officers and simplified process for signing up of courses
  • Planned manpower deployment for whole of checkpoint at different zones based on historical traffic data
  • Assisted supervisor with administrative and reporting work
  • Conducted investigation for work lapses

Education

Nanyang Technological University
Singapore

Bachelor of Arts from Chinese
08.2008 - 07.2012

University Overview

Skills

    Staff Management

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Certification

Advanced Certificate in Training and Assessment

Timeline

Senior Executive (Service Planning)
Immigration & Checkpoints Authority
04.2020 - Current

Advanced Certificate in Training and Assessment

08-2017
Team Leader (Changi Airport)
Immigration & Checkpoints Authority
01.2015 - 03.2020
Team Leader (Woodlands Checkpoint)
Immigration & Checkpoints Authority
06.2012 - 12.2014
Nanyang Technological University
Bachelor of Arts from Chinese
08.2008 - 07.2012

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Serene Oh