Caraline Kwan Email & Phone Number

Singapore

Singapore

- Designing and delivering training programmes to prepare staff for operational excellence- Implementing quality control measures to monitor performance and service standards- Analysing training and quality metrics to identify areas for improvement- Collaborating with cross-functional teams to align training and quality initiatives with company goals- Driving a culture of excellence and continuous improvement within the organisation- Established the Kuala Lumpur operations… Show more - Designing and delivering training programmes to prepare staff for operational excellence- Implementing quality control measures to monitor performance and service standards- Analysing training and quality metrics to identify areas for improvement- Collaborating with cross-functional teams to align training and quality initiatives with company goals- Driving a culture of excellence and continuous improvement within the organisation- Established the Kuala Lumpur operations team, overseeing recruitment and onboarding Show less

Singapore

• Manage a team of 12 (training & quality)• Oversees training programmes that include web-based seminars, printed manuals, group sessions, and more• Determines training needs and requirements for client by meeting with managers, talking with employees, or administering surveys• Review training materials from client and modifies or creates course materials and training manuals to meet specific training needs• Presents in-person and online training sessions• Schedule training… Show more • Manage a team of 12 (training & quality)• Oversees training programmes that include web-based seminars, printed manuals, group sessions, and more• Determines training needs and requirements for client by meeting with managers, talking with employees, or administering surveys• Review training materials from client and modifies or creates course materials and training manuals to meet specific training needs• Presents in-person and online training sessions• Schedule training sessions, organises information technology and other equipment, and manage course enrolment• Monitor training programmes and manuals to ensure that they are effective and up-to-date and makes updates as necessary• Works with managers to address learning issues, instruction problems, or new educational needs regarding specific employees or departments• Maintains understanding of new educational and training techniques and methods• Design, implement, and improve company quality standards.• Analyse data to find areas for growth.• Create reports to track progress.• Formulate strategies to increase productivity.• Review processes to ensure that they align with current trends.• Assist in the recruiting process.• Training, motivating, coaching, and correcting employees to ensure that standards are met.• Liaising and reporting to internal and external stakeholders for both training & quality aspects Show less

Singapore

• Skilled in call center/contact center training, DevOps, Operations• Design and develop training programs for projects – achieved above 98% accuracy and 100% throughput for consecutive training batches• Deliver training courses (remote training and group training)• Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes)• Market available training to employees and provide necessary information about… Show more • Skilled in call center/contact center training, DevOps, Operations• Design and develop training programs for projects – achieved above 98% accuracy and 100% throughput for consecutive training batches• Deliver training courses (remote training and group training)• Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes)• Market available training to employees and provide necessary information about sessions• Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed• Use known education principles and stay up-to-date on new training methods and techniques• Assess instructional effectiveness and determine the impact of training on employee skills• Partner with internal stakeholders and liaise with counterparts regarding instructional design• Host train-the-trainer sessions for regional subject matter experts Show less

Singapore

• Design and develop training programs • Deliver training courses (remote training and small group training)• Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes)• Market available training to employees and provide necessary information about sessions• Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed• Use known education… Show more • Design and develop training programs • Deliver training courses (remote training and small group training)• Select appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes)• Market available training to employees and provide necessary information about sessions• Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed• Use known education principles and stay up-to-date on new training methods and techniques• Design, prepare and order educational aids and materials• Assess instructional effectiveness and determine the impact of training on employee skills and KPIs• Gather feedback from trainers and trainees after each educational session• Partner with internal stakeholders and liaise with counterparts regarding instructional design• Maintain updated curriculum database and training records• Host train-the-trainer sessions for internal subject matter experts• Manage and maintain in-house training facilities and equipment• Assist in application for company funding using CorpPass Show less

• Assisting supervision the day to day activities of a team of 12• Organising work load, allocating tasks, tasking team on a daily basis• Managing team and individual performance• Monitoring staff attendance and performance levels.• Training of new staff and identifying training requirements of existing staff• Conduct 1 to 1 Monthly review with agents• Investigate agents' errors and provide coaching• Scheduling staffing levels, planning for holiday and weekend cover.… Show more • Assisting supervision the day to day activities of a team of 12• Organising work load, allocating tasks, tasking team on a daily basis• Managing team and individual performance• Monitoring staff attendance and performance levels.• Training of new staff and identifying training requirements of existing staff• Conduct 1 to 1 Monthly review with agents• Investigate agents' errors and provide coaching• Scheduling staffing levels, planning for holiday and weekend cover. • Planning team building activities• Conduct team meetings• Overseeing projects to create and maximise performance. • Ensure professionalism & high quality is continually maintained. • Preparation of relevant reports and documents for management. • Identifying areas of the business where improvements can be made. • Involved in the recruitment & interviewing of new staff. • Training of new staff & identifying training requirements of existing staff. • Executing Event Calls• Providing assistance to clients in conference as required• Liaising with clients and other departments to discuss call quality issues / call features• Liaising with other regions’ centers management to discuss agents performance, rectifying current call quality issues and discuss post call quality issues • Assigning calls accordingly daily• Plan and allocate calls on appropriate platforms• Involved in the recruitment and interviewing of staff• Perform other duties assigned by Supervisor / Manager Show less

Duties Performed:• Executing Event Calls• Identifying and escalating faults to support staffs when necessary• Providing assistance to clients in conference as required• Placing callers into the correct conference in a timely manner while capturing the necessary information• Completing relevant conference administration work as requested by customer into creating CDs/MP3 and participant lists• Liaising with other departments to discuss call features• Liaising with… Show more Duties Performed:• Executing Event Calls• Identifying and escalating faults to support staffs when necessary• Providing assistance to clients in conference as required• Placing callers into the correct conference in a timely manner while capturing the necessary information• Completing relevant conference administration work as requested by customer into creating CDs/MP3 and participant lists• Liaising with other departments to discuss call features• Liaising with clients and other departments to discuss call quality issues• Performing any other tasks assigned by the supervisor• Planning team building activities Show less

Duties Performed:• Providing customer service to walk-in and call-in customers• Scheduling technicians to attend complains under warranty and ad hoc• Warranty administrations • Liaising with sales engineers, contractors and factories. • Stock Ordering for warranty claims• Team Leader – assisting the supervisor in overseeing the Call Centre operations

Duties Performed:• Providing customer service to walk-in and call-in customers• Arranging for store deliveries• Processing of Phone Orders• Inventory of the office stock balance• Provide training of all new staff and re-training of existing staff• Collate information of all new products