Ann Liew Email & Phone Number

Singapore

• In charge of establishing awareness of Sony Community Forum in the AP region as part of increasing customer self-resolution via online touchpoints
• Manage customer engagement across Sony Community platform to improve customer experience and service improvements
• Manage and liaise closely with outsourced vendors on social media listening and big data analysis
• Lead and manage Voice of Customers process and review meetings with key stakeholders
• Utilize customer insights for product/ knowledge improvement

Singapore

• In charge of establishing awareness of Sony Community Forum in the AP region as part of increasing customer self-resolution via online touchpoints
• Manage customer engagement across Sony Community platform to improve customer experience and service improvements
• Manage and liaise closely with outsourced vendors on social media listening and big data analysis
• Lead and manage Voice of Customers process and review meetings with key stakeholders
• Utilize customer insights for product/ knowledge improvement

Singapore

• Set up the Sony Regional Contact Centre together with team members and other cross functional teams
• Overall in-charge of ensuring the smooth operation of Sony Regional Call Centre
• Liaise with external parties and vendors regarding system enhancement, maintenance of equipment, and other issues.
• Conduct local audits for local contact centres in the region to ensure compliance to contact centre strategy/cost control and suggest improvements where required
• Support activities related to Sony Entertainment Network (SEN)

Singapore

• Led initiatives in the development and evaluation of Sony customer touchpoints in the areas of retail and customer service in Asia Pacific countries.
• Liaised closely with cross functional teams to carry out development needs analysis of the touchpoints, design appropriate development programs and coordinate its implementation in accordance with business requirements.
• Evaluated customer experiences at Sony’s touchpoints via surveys and establish action plans based on the results of these initiatives.
• Effectively negotiated and communicated with external consultants

Singapore

• Overall in-charge of ensuring the smooth operation of TransitLink Contact Centre.
• Manage, lead and coach a team of 30 contact centre staff.
• Maintain performance targets of TransitLink Contact Centre
• Improve on staff motivational levels by initiating incentive programmes for the contact centre staff
• Work together with Human Resource Department on training needs of the contact centre staff
• Conduct interviews for potential employees when the need arises to recruit new staff.

Singapore

• Conducted call monitoring and evaluations on agents to ensure service quality on their calls
• Performed Real Time Monitoring to the Operations floor to ensure everything is running smoothly.
• Provided regular training to agents to maintain and improve their service standards.
• Managed and conducted Induction for new Customer Service Agents on their general conduct requirements and productivity.
• Analysed and identified trends and areas of development as well as offering solutions.
• Executed documentation control for all form processes in accordance to ISO requirements.

Singapore

• Provided consistent first-class quality service to KrisFlyer members by professionally and effectively solving their needs and wants.
• Troubleshoot customers’ problems with effective and satisfied solutions.
• Write email replies to members or customers.
• Attend and handle members’ complaints.
• Plan the company’s very own reward programme ‘Hu-Bar’.

Bachelor Of Business Administration (B.B.A.), Hospitality Administration/Management, Magna Cum Laude

Activities and Societies: Nil

Diploma, Hospitality Administration/Management