Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic

Sutinawatie Rosdi

Summary

As an accomplished Customer Service Supervisor, my experience aligns well with the qualifications you are seeking at your esteemed organization, I am certain I would make a valuable addition to your organization.

With more than 24.5 years’ experience in Customer Service, I am adept in customer loyalty, relationship, and value management. Moreover, while on my job experience, it has afforded me a well-rounded skill set, including first rate communication skills and conducting classroom training. I excel at:

● Rooting out inefficiencies, incorrect procedures, and detrimental practices.
● Improving customer satisfaction survey and Net Promoter Score by engaging, coaching, and motivating staff.
● Excellent interpersonal skills and reliable team player
● Conducting classroom training.

In addition to my experience and personal qualities, I have the passion for optimizing customer experiences. I am extremely enthusiastic and would welcome the opportunity to contribute to your customer service goals as you grow.

Overview

33
33
years of professional experience

Work History

Quality Analyst

Wipro Limited
08.2021 - Current
  • Work within Meta as an Independent Quality Auditor for Sales and Services
  • Operations in APAC, focusing on English, Bahasa Indonesia, and Malay Language
  • Market
  • Leads and work with Quality Leaders in Contact Centre vendors to aggregate, prioritize, and report on the top issues impacting decision accuracy and to ensure
  • Program processes are adhered to with the mindset of Customer centricity
  • Attend and active participation in weekly and monthly calibration session with vendors to ensure consistency and alignment with Facebook program goals, community standards and internal policies
  • Establishing and/or refining Process Framework
  • Developing and maintaining documentation on new processes or enhancement of Framework
  • Delivers training to auditors on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis
  • Mentors Auditors on the use of audit tools/systems and processes
  • Collecting and Identifying critical Market Insights
  • Providing summary, analysis, and action plans through monthly/quarterly reports to Facebook Stakeholders/Senior
  • Review & Lead Process Improvement Projects, through identifying Process deficiencies and root-cause analysis.

Group Contact Centre Service Team Leader

National University Health System
10.2019 - 08.2021
  • Manage Contact Centre daily operations to ensure good and timely delivery of services to patient's and internal customers
  • Maintain appropriate policies, procedures, and internal control for all specific activities in the department
  • Work closely with the Executive and Senior Manager to ensure daily smooth operation
  • Manage manpower planning
  • Oversee and conduct training and development plan in tandem with the needs of the service area to newly join staffs
  • Monitor service standards to ensure good patient experience
  • Generate a working environment that develops a high performing and motivated workforce
  • Work together with all departments
  • Drive performance by identifying and instilling best practice, processes and systems and create continuous improvement environment
  • Ensure effective and consistent communication throughout team, encourage feedback and patient's insights in order to enhance experience
  • Build and maintain effective internal stakeholder relationships
  • Motivate staff to perform to their best abilities and develop their potential in assuming higher job roles
  • Prepare and analyze Key Performance Indicator (KPI) reports
  • Department representatives with other departments
  • Provide coaching and counselling and conduct appraisal for staff
  • Attend to escalation cases and provide service recovery where necessary
  • Generate presentation materials for Senior Manager
  • Review training materials and tests questions
  • Develop training contents and assessments suitable for face-to-face, online training and e-learning training delivery
  • Adopt relevant post-training evaluation methodologies to evaluate the respective training modules effectively
  • Monthly mandatory training programs for new candidates/newly on-board Staff
  • Create training contents and assessments that relate directly to the learning objectives & outcomes
  • Conduct training needs analysis
  • Conduct post-training follow-up & follow-through
  • Explore & create use of modern technologies to efficiently measure training effectiveness

Customer Service Supervisor

M1 Limited
02.2007 - 10.2019
  • Review and monitor Net Promoter Score (NPS) on daily basis
  • Review and go through customer verbatim for Customer Satisfaction Report
  • Perform and generate NPS report for management on weekly and monthly basis
  • Investigate root cause analysis for customer dissatisfaction and notify stakeholders
  • Provide recommendation and / or resolution in order to improve staff handling
  • Perform side by side and remote call monitoring on daily basis
  • Weekly meet up with stakeholders to discuss what could be done better and ways to improve CSat and Staff
  • Perform quality checks to ensure consistency in service standards
  • Maintain good work relationship with all stakeholders across all Hotlines
  • Review Customer Compliments coming in from all Channels and go through stringent criteria for Quarterly Compliments Payout
  • Monthly training for New Staffs reporting to Sales and Retention Department
  • Perform quarterly refresher for season staffs
  • Handle and manage CEO and HOD referral cases and escalation calls
  • Supervise and manage team of call agents and manage manpower allocation
  • Provide and formulate new strategies and work processes to provide service excellence to clients
  • Ensures all standards and procedures are followed and maintained
  • Provide guidance, training and coaching to staff to achieve standards
  • Other tasks as assigned
  • Conducting classroom training or one to one training sessions with Staffs
  • Engaging with role-playing sessions to ensure high service standards met
  • Keep track of Staffs performance when are on ground
  • Provide mentoring and side by side and / or remote call monitoring
  • Any other training related duties

Personal Assistant

Mosper Pte Ltd
01.2002 - 01.2007
  • Report to 2 Directors of the company
  • Maintain & schedule Director’s calendar, meetings and appointments
  • Performing document control
  • Preparation of correspondences and monthly meeting reports
  • Taking minutes in Board meetings
  • Arrange all logistics for new staff and resignation
  • Perform financial management for Director accounts and purchase-related processes
  • Provide support in managing budget and expenditure for company and assist in preparing and collating budgets in new financial year
  • Running errands for both Directors
  • Other ad-hoc tasks as assigned

Sales Co-coordinator

Misha IT Pte Ltd
01.1996 - 01.2002
  • Handle all sales related activities and documentation
  • Process and coordinate customer’s order
  • Handling client requests, enquires and follow-ups
  • Provide administrative and clerical support to sales and operations team
  • Ability to execute any last-minute changes or details to function
  • Generate sales orders, delivery orders, invoices, credit note, debit note, etc
  • Support month end closing activities
  • Assist sales team in daily sales operation and liaise between other departments on sales order and delivery
  • Support quarterly stocktake activity

Cabin Crew

Royal Brunei Airlines
01.1991 - 01.1996

Education

Diploma - Marketing & Public Relations

Thames Business School
Singapore
2001

GCE 'O' Level

First Toa Payoh Secondary School
Singapore
1991

Skills

  • 7 years' experience managing Contact Centre
  • 14 years' experience in Contact Centre
  • Coach and provide training to personnel to maintain high customer service standards
  • Collect and analyze call-center statistics
  • Rooting out inefficiencies, incorrect procedures, and detrimental practices
  • Evaluate performance with key metrics (accuracy, call-waiting time etc)
  • Classroom and online Trainer for 10 years
  • Proficient in MS Office
  • Cloud Cherry – Customer Experience Management and Feedback Analytics
  • SAP
  • QMS (Quality Management System)

Additional Information

  • AWARDS / CERTIFICATES , EQ at Work from M1 Limited / May 2013 Train The Trainer from M1 Limited / May 2011 Certified Service Professional from Service Quality (SQ) Centre Pte Ltd / February 2010 Excellence Service Award (Silver) / October 2008 Effective Tele sales from Marketing Institute of Singapore / April 2008 Most Outstanding Compliment Award from M1 Limited / December 2007 Handling Customer Complaints from National Productivity Board / March 1996

Languages

English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Indonesian
Elementary (A2)

Timeline

Quality Analyst

Wipro Limited
08.2021 - Current

Group Contact Centre Service Team Leader

National University Health System
10.2019 - 08.2021

Customer Service Supervisor

M1 Limited
02.2007 - 10.2019

Personal Assistant

Mosper Pte Ltd
01.2002 - 01.2007

Sales Co-coordinator

Misha IT Pte Ltd
01.1996 - 01.2002

Cabin Crew

Royal Brunei Airlines
01.1991 - 01.1996

Diploma - Marketing & Public Relations

Thames Business School

GCE 'O' Level

First Toa Payoh Secondary School

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Sutinawatie Rosdi