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.

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.

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

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.
• 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

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.

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