• 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

• 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

• 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)

• 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

• 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.• Prepare monthly management and annual budget reports• Liaise with external parties and vendors regarding system enhancement, maintenance of equipment, and other issues.• Investigate and follow up on complicated customer issues and handle difficult customers.

• 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.• Conducted Client Tour presentation during client site visits.

• 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’.