Susana Koh

TEAM LEADER FOR VOICE ASIA, NS PROVISIONING

IPC NETWORK SERVICES ASIA LIMITED SINGAPORE BRANCH

08.2002 - Current

Ensure all regional service orders, customer details and supplier data are Entered and maintained in the IPC Orion database.
Send out completion and cancellations letters to customers across the regions.
Allocate order information to appropriate engineering staff/ locations for all services and ensure resources are adequately allocated
Oversee order activities to ensure timely activation
Monitor circuit order performance, proactively addressing any issues that arise.
Provisioning new & termination orders with local carriers via email (singtel) / starhub portal
Enter and maintain all carrier related cost data in accordance with IPC global requirements.
Provide general administrative support to the Network Services Department - Eg. Sending out parcels & documents to overseas via Fedex, DHL, filing, postage recording, sending out invoices using franking machine & updated petty cash float, annual leave records & customer circuits records.
Updating customers on the order progress & sending out Completion Handover
Assisting customers on their queries via email / call
Prepare list for all line ceases & updating Asia region engineers (SNG/HKG/SYD/TOK) on email to recover their network paths
Supporting role for helpdesk functions
Handling customer fault enquiries, assigning Remedy ticket to engineer for further investigation & follow up on calls, emails updating the status of their services
Trained new employees on team procedures and best practices to ensure seamless integration.
Facilitated communication between departments, ensuring alignment of goals and objectives.
Gathered, organized and input information into database.