Adeline Tan Email & Phone Number

Singapore

• Using Agile/Scrum methodology, practices and values to manage digital projects• Removing impediments to ensure the process of project management is seamless• Managing end-to-end project delivery • Grooming and maintaining the product backlog• Facilitating daily scrum, sprint planning, sprint demo and retrospective meetings• Testing with UAT and Production environment for delivery of end product

• Expert in managing outsourced vendors to meet quality delivery of service and maintenance• Contract management and administration including tender management, reducing financial risk• Partner adherence to the agreed contractual obligations to drive operational excellence• Perform post audit on customer experience and investigations on gaps and improvement of operational processes• Planning, forecasting and of budget (CAPEX and OPEX)• Forecast and distribution of inventory – to manage RMA and DOA• Leadership/managerial role

Singtel

• Addressing feedback from customers to Singtel Top Management, in a prompt and fair manner• Conduct in-depth investigation for fault analysis to establish pain points and root causes and working with product, legal and operations team to execute get-well and follow through plans• Provide timely and accurate updates/reports of assigned cases to Top Management Team (Group GCEO, CEO etc) and respective stakeholders• Work in an extremely fast-paced environment with 4-hour turnaround time to respond to customers on findings of fault cases, determine appropriate control of the situation and service recovery• Responsible for all aspects of staff management (including coaching and mentoring), training, recruitment, performance and development (KPIs) for Executive Escalation Management Team • Vetting of the quality of formal written and call responses to customers• Work closely and develop strong business relations with stakeholders to investigate complaints and suggest improvements to bridge gaps, if any, in policies and/or processes, so as to seek opportunities for innovation in customer service standards• Leadership/managerial role