Xavier Chia
Singapore
Summary
Customer-focused professional with successful 6-year career in Transportation/Logistics sector. Passion in Customer Service and drive for NPS.
Overview
12
12
years of professional experience
Work History
Program Manager
Maersk
06.2018 - Current
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established team priorities, maintained schedules and monitored performance.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Developed and maintained logistics workflows, procedures and reports.
- Graduated from Talent Program as one of the top 3 candidates in APA
- NPS driver for Area (South-East Asia)
Customer Service Executive
DBS Bank
04.2015 - 06.2018
- Handle Mass Market customers on Banking and Investment issues via phone, emails and livechat
- Handle Escalations and ensure Service Requests are resolved timely
- Mentor newcomers
- 2017 Excellent Service Award (EXSA) Silver Award
- Red Inspiration Award - featured in Company's Newsletter twice
Dedicated Customer Service Executive
TNT Express
02.2013 - 04.2015
- Handle Customers' Airfreight queries
- Monitor consignments from end to end and proactive communication on service issues
- Prepare monthly reports and present analysis to Customer Sales owner
- Achieved 100% scoring by largest Client in 2013 TNT Customer Satisfaction Survey - first time ever and compliments given to me and my teammate for service rendered
Education
BBA - Banking And Finance
University College of Dublin
Singapore, Null, Singapore10-2014
Skills
- Project Management
- Problem Solving
- Communication
- Stakeholder Management
- Team management
- Stakeholder communications
- Data analysis
- Logistics operations
- Customer service
Accomplishments
- Documented and resolved multiple Origin service issues which led to Customer's change of temperature and re-instilled confidence in our service delivery.
- Supervised team of 7 staff members when heading Integrated CX team.
- Led Area workgroup to drive NPS where we achieved one of the highest result in 2022/2023.
- Collaborated with team of 15 in the migration of Customer to new internal system.
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Program Manager
Maersk
06.2018 - Current
Customer Service Executive
DBS Bank
04.2015 - 06.2018
Dedicated Customer Service Executive
TNT Express
02.2013 - 04.2015
BBA - Banking And Finance
University College of Dublin
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