Anna Choo Email & Phone Number

Singapore

Managing a team of to achieve the followings responsibilities:• Facilitate workshop working closely with internal divisions and external agencies to improve feedback processes, systems or operations to meet service excellence standards.• Lead and work with internal, external stakeholder and vendors to manage Service Project, such as developing trainers training materials.• Oversee the coordination and implementation of strategic service improvement initiatives to enhance the service standards and quality.• Provide guidance to team to manage customer feedback through data analysis, and identify top complaints to be addressed by operators for improvement• Oversee resource unit in providing general admin, logistic and secretariat and personnel support for management. • Oversee team in coordinating and collating inputs to corporate planning initiatives such as scorecard and work plan.• Assist QMR (Quality Management Representative) and support team member to ensure all ISO related information are updated accordingly and the activities are carried out promptly in accordance to ISO requirements• Mentor and developed my team so that it is self-supporting and capable of making decision.• Lead and support team in recognising and reward good service rendered by staff.• Representing group in various monthly and quarterly Service Quality meeting.Key achievements:• Successful in developing the Excellent Service Award (EXSA) curriculum training materials and conduct the Train-the-Trainer sessions for the EXSA participating companies.• Project managed the 2018 Transport Gold Awards in collaboration with Singapore Kindness Movement (SKM).• Team achieved ISO 2015 certification for Group

Singapore

Continuous drive and managed the Client Services Group (CSG) key initiatives programs globally with the objective of gaining improvement in client services including:Standardisation of client management system Logging Ensure the availability of comprehensive and quality data from our client management system. Responsible for maintaining and further developing the system logging. standardisation guide and logging monitoring tools including: - Reviewing the appropriateness of the guidance on a regular basis and updating and revising the guide itself. - Communicating changes to guidance and issues identified to the countries. - Provide guidance and advice to countries as required and training as new guidance rolls out and for targeted areas on a regular basis. - Monitoring achievements against guidance including further development and implementation across countries of tools for monitoring. Service Quality Management Processes: Responsible for the monitoring of the quality of services we provide to clients to achieve client maximium satisfaction. My role inculde: - Reviewing existing practices when necessary to ensure they meet the objectives of service quality management. - Providing advice and guidance to the country teams on processes. - Providing training on service quality management processes to country teams. - Devising, documenting and implementing new processes as required.

Singapore

• Responsible for managing consumer experience measurement in the Nokia wide Care Support channels. Support consumer experience improvement projects and activities.• Develop and manage support experience measurement including but not limited to contact centers and internet• Define and prioritize measurement needs with stakeholders• Analyze data, produce and communicate findings and actionable recommendations• Synthesize and simplify research results to support effective decision-making • Partner selection & management to resource measurement and analyses • Monitor care support experience throughout the different channels and geographical locations • Define care support experience parameters and metrics together with different market categories and care service and support delivery functions • Industry intelligence related to consumer experience measurement and management• Support consumer experience improvement projects and activities

Singapore

• Manage and monitor outsource Contact Center (CC) through Vendor Performance scorecard. • Supporting outsourced contact center management through the monitoring of agreed Key Performance Indices (KPIs) and other related activities such as participating and assisting in implementing global projects for Contact centers.• Working closely with outsourced CC in implementing planned service quality programmers/initiatives in order to achieve service excellence and customer satisfaction.• Assisted outsourced CC in resolving complex customer feedback and complaints (cases that escalated to Nokia) that exceed the trouble management ability of outsource CC.• Regular onsite visit to outsourced CC mainly KL and India to conduct operational review to ensure optimal performance and to various Nokia (SEAP region) service centers to conduct service center audit. • Working closing with Telco vendor in resolving network issue encounters by outsource CC.Nokia (Asia Pacific) Operational and Support• Working closely with Asia Pacific countries' touch points and individual Business Units to share information and deliver a world-class service experience to our customers. • Assist to facilitate market research activities relating to the contact centre• To mete out strategies for performance improvement on a continual basis. • Develop and review procedure/ process workflow to ensure process efficiency.• Quality monitoring and reviews for voice calls and email correspondences.• Generate monthly Customer Care Index report for Apac countries providing overview of all customer satisfaction results so as to assist and enable countries to focus on areas of improvement.

Singapore

• Maintaining a high level of Principal focus, leading to the development and maintenance of good business relationships.• Monitoring of KPIs results and timely reporting to Principal.• Managing of inventory levels through SAP systems.• Develop and review procedure/ process work flow to ensure process efficiency.

Singapore

• Training of Customer Care Centre personnel and Call Centre agents in product knowledge and soft skill tactics. • Develop Operation Procedures for the Service Centre.• Managing customer service centre which include process work flow, complain management, inventory control and monitor sales activities. • Supervising and motivating a team of 4 front desk and 3 back room customer service personnel to achieve excellent customer service.• Handle E-mail correspondents, walk-ins customers as well as Call Center activities. • Ensuring smooth operation process flow. • Co-operating with external service provider in other service centre and Call Centre. • Cross-functional co-ordination in planning and implementation of customer service program.• Involve in planning and implementation of CRM (Customer Relation Management) projects.

Project Management Professional (Cert : 141486692), Project Management

Bachelor Of Science (Hons) In Business & Management Studies (Marketing), Business Administration And Management, General

Post-Graduate Diploma In Marketing, Marketing