WAI KIT NAH
Singapore
Summary
Adaptable Business Support Officer with years of providing operational oversight and enhancements to telecommunication companies. Tireless in seeking untapped opportunities to optimize business processes. Adept at both micro and macro management techniques for aligning business resources with commercial goals. Coordinated Business Support Officer ready to lead company-wide business optimization efforts. Valuable resource to everyone from senior executives to new hires. Skilled at connecting workers and business partners with resources. Eager to help companies form internal and external synergies to exponentially increase profit potential.
Overview
12
12
years of professional experience
Work History
Business Support Executive
Singapore Telecommunications Limited, SINGTEL
- Facilitate sessions and lead process of issue identification and resolution together with vendor and IT partners
- Establish communication plan between IT resolver and our users pertaining to incident resolution
- Prioritize incidents according to their urgency and impact to business
- Identify solutions and workarounds for our business partners to prevent further degradation of service
- Manage all aspects of the order fulfillment fallout escalations from operations
- Collaborate with IT Fallout team for prompt provisioning of customer service
- Manage Customer Relationships Management (CRM) and Billing systems including governance of the solution around the system
- Continuously looking for opportunities to automate processes or steps to enhance users' productivity and experience
- Track progress of initiatives and project assigned
- Communicate system changes or enhancements to affected stakeholders.
Home & Mobile Support Specialist
Singapore Telecommunications Limited, SINGTEL
2020.07 - 2024.05
- Provide support to all sites (Singapore, Melaka and Philippines) call center for Home and Mobile products and services
- Attend enquiries and requests from all sites of agents, Assistance Team Leaders and Team Leaders via TEAMS, emails and calls
- Understand the issue and enquiries, then provide solutions, guidance and waiver approval if necessary to agents to meet customer's expectation
- Assist to reduce pending cases, by chasing and clear aging cases that are pending with agents
- Provide agents with proper advice and guidance to resolve customer issues
- Liaise with Product Marketing (PM) to ease the agents and TLs to have better handling and alternative solutions when dealing with customers
- Liaise with the Process Comms Team to keep track of the Singtelpedia and Singtel.com page information that are up to date and useful for agents to view and understand
- Liaise with the End-User-Support Team (EUST) for stuck order and ITSD related issues
- Liaise with stakeholder, and third-party team for promotion and voucher related requests
- Arrange calibration with PCC and MCC team
- Work with all TLs and OMs on the related issues from the agents; and taking in opinions and feedback as well
- Being a 'bridge' to make sure that Level 1 have the proper 'handshake' of cases and escalation with Level 2 backend team
- Provide manager callback when tasks assigned to me from my superior, even extra miles assistance to PM and Process Comms team as well
- Sent to PCC (Philippines Call Centre) to provide onsite support, and to coordinate with PCC OMs, TLs and ATLs in Jul 2022
- Trained in mobile services and products
- Attended training for CAST- to understand how the CAST portal system works
- Have then guided agents to have better troubleshooting steps and shorten the escalation duration to CAST technical team and CAST PM
- Achieved the Best Performer Award for 2022.
Assistance Team Leader
Singapore Telecommunications Limited, SINGTEL
2019.06 - 2020.07
- Support agents on floor to attend customer's enquiries and requests
- Provide guidance, support, advice, waiver approval and solutions to agents for handling and meeting customer's expectations and requests
- Attend manager callback requests, cases and email escalations
- Help agents to route BCC cases and email escalations to stakeholders due to customer's report issues and disputes
- Coordinate agent's overtime (OT) and working schedule with Real Time Assurance team (RTA), to meet business's needs
- Ensured that schedules are planned so that the agents could still have some work life balance when expected to work on weekends and public holidays
- Keep track of agent's adherence, performance, KPI and quality assurance
- Provide support to the Call Tracing Team to meet police department requests, such as call logs of customers
- Conduct internal Home Technical training for Digital Support Team (DST) and new hires.
Premium Support Team
Singapore Telecommunications Limited, SINGTEL
2018.01 - 2019.06
- Supported the BCC system migration
- Assisted agents to coordinate with ITSD to rectify IT related issues
- Provided solutions and outcomes to agents to manage customers
- Assisted agents to liaise with the Stuck Order Team for stuck order clearance issues, for agents to handle customer's expectation
- Provide support to agents for onsite installation and restoration appointments
- Liaise with Field Engineer (FE) for early appointment requests and changes of appointment to meet customer's expectations
- Provided support when agents are away: Arranged callback for customer and providing customer with the outcome for stuck order, ITSD and appointment related requests.
Senior Customer Care Officer
Singapore Telecommunications Limited, SINGTEL
2016.12 - 2018.01
- Trained in Home Helpdesk, General Enquiries and other call center nature
- Interact and provide effective service to every customer by building a personal relationship with each caller, using the appropriate skills, tools and techniques for their requirement and ensuring that each call is either closed or escalated within the agreed timescales by owning each call
- Provide customer support and technical issue resolution via phone and other electronic medium
- Gather the customer's information and determine the customer's issue by analyzing the symptoms and diagnose the underlying problem
- Apply possible & available solutions and management tools to identified and established problems
- Provide troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus
- Acquire understanding of the products or services required for solving issues
- Record details of enquiries and customer interactions on actions taken
- Met and exceeded all individual and team Key Performance Indicators (KPI) set by the management
- Provide quality customer service to SingTel customers either by telephone or electronically
- Respond and follow up promptly to customer enquiries, handle and resolve complex cases to ensure customer satisfaction and obtain and evaluate all relevant information to handle enquiries and complaints
- Process orders, forms, applications and requests
- Work effectively with a variety of situations, individual and groups
- Communicate and coordinate with internal departments at all levels
- Demonstrate effective telephone techniques that meet Quality Assurance standards
- Acquired multiple product knowledge to enhance ability to understand customer needs across different SingTel products
- Identified processes, procedures and workflow improvements and assisted in the implementation.
Risk Management Team Leader
E2Power Sdn Bhd (subsidiary of OCBC Bank)
2012.02 - 2016.09
- Team Leader who leads a team up to 10-12 members
- Risk Management division: Provide service reminder calls for collection to reduce company's portfolio, to both local and overseas customers
- Attend incoming call from customers
- Explain and clarify with customers on non-payment and service/product issues
- Understand and assess the financial situation of customers in order to maximize recovery of debts
- Work with customers to solve payment problems and make workable repayment arrangements
- Follow up closely on broken promises to pay with customers
- Record all actions taken on the accounts in Debt Manager (DM) diary
- Assist team members to deliver company's requirements and meet their individual daily/weekly/monthly's KPI, as well as my own
- Conduct coaching for new hires and existing staff, handling call reviews at team level to be up to company's standard in upholding banks good image
- Handling team escalation cases
- Handling OCBC staff accounts
- Attend and assist customer's requests
- Provide dunning strategies to achieve the company's target & team's KPI
- Support Night Dunning and Weekend Dunning (Overtime) due to business needs
- Support system testing due to business needs for improvements
- Provide analysis and dunning strategies to target a specific group of customers.
Education
Bachelor of Arts - Finance And Investment
Sheffield Hallam University (SHU)
Sheffield, UK10.2011
Skills
- Operations Management
- Data Analytics
- Troubleshooting skills
- Customer Relations
- Billing
- Training experience
- Technical assistance
- Strong Problem Solver
- Support Services
- Professional and mature
Personal Particulars
Age : 35
Date of Birth : 25 May 1989
Nationality : Malaysian
Gender : Male
Marital Status : Single
Job Preferences
Current Salary : SGD 3,630
Expected Salary : SGD 5,000
Willing to Travel & Relocate : Yes, upon the job requirement.
Availability
1 month notice
References
- Parveen Kamaludheen, Team Leader, Singapore Telecommunications Limited | Singapore, parveen@singtel.com, (+65) 96310344
- Mike Lim Chin Hock, Senior Operation Manager, Singapore Telecommunications Limited | Singapore, chimhock@singtel.com, (+65) 92332599
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Chinese (Cantonese)
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
Home & Mobile Support Specialist
Singapore Telecommunications Limited, SINGTEL
2020.07 - 2024.05
Assistance Team Leader
Singapore Telecommunications Limited, SINGTEL
2019.06 - 2020.07
Premium Support Team
Singapore Telecommunications Limited, SINGTEL
2018.01 - 2019.06
Senior Customer Care Officer
Singapore Telecommunications Limited, SINGTEL
2016.12 - 2018.01
Risk Management Team Leader
E2Power Sdn Bhd (subsidiary of OCBC Bank)
2012.02 - 2016.09
Business Support Executive
Singapore Telecommunications Limited, SINGTEL
Bachelor of Arts - Finance And Investment
Sheffield Hallam University (SHU)
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