Sharonjit Kaur
Summary
Dedicated and seasoned Contact Centre Team Manager with over 9 years of progressive experience in Singtel's dynamic environment. Started as a Customer Service Officer (CSO) in January 2014, demonstrating exceptional leadership and communication skills. Proven track record in optimizing operations, enhancing service levels, and contributing to team development.
Overview
13
13
years of professional experience
Work History
Receptionist Cum Admin
T-systems Singapore Pte Ltd
04.2011 - 11.2011
- Printing of workstation name
- Update Phone list
- Sort of mails, postage stamps administration & mailing of letters
- Administration of courier services
- Ordering of beverages & stationary
- Opening cheque and updating record in excel spreadsheet
- Booking of conference room and meeting room usage
- Any other duties assigned.
Environment Health Officer
National Environment Agency
- Drafting or vetting reports and replies for feedback, appeals and enquires to ensure that they comply with standard operating procedures and service standards
- Handling service-related matters pertaining to the Environmental Health Department
- Continually tracking and analysing the volume, nature and trend of feedback and appeals received
- Filing, photocopy, fax
- Ad-hoc Duties.
Team Manager
Singtel
01.2014 - Current
- Ascended from CSO to Team Manager, showcasing continuous dedication and professional growth
- Effectively manage Email Team and followed by Call Team, consisting of 2 supervisors and 25 CSOs
- Attended and successfully completed TLF courses, enhancing leadership and managerial skills
- Ensure seamless operations to meet and exceed service level expectations
- Mentor upcoming team leaders, fostering culture of continuous improvement and professional development
- Collaborate closely with support, quality teams, and client (MOM) to maintain high-performance standards
- Regularly participate in MOM/NCS/Singtel events, demonstrating commitment and engagement
- Engage with client MOM through focus groups to share experiences and insights from MOMCC
- Preparing of daily reports, staff leaves, time off records
- Setting up KPIs
- Engaging staff on daily basis on performance
- Any other ad-hoc duties assigned.
Education
Diploma in Psychology -
Learning Capital Institute
Basic Certificate in Human Resource Management -
Singapore Human Resource Institute
01.2011
Skills
- Team Leadership
- Operations Management
- Mentoring and Coaching
- Client Relationship Management
- Performance Optimization
- Event Coordination
- Customer Service Excellence
Awards
Spot Award, 2022
Timeline
Team Manager
Singtel
01.2014 - Current
Receptionist Cum Admin
T-systems Singapore Pte Ltd
04.2011 - 11.2011
Environment Health Officer
National Environment Agency
Diploma in Psychology -
Learning Capital Institute
Basic Certificate in Human Resource Management -
Singapore Human Resource Institute
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