Ronald Chin Email & Phone Number

Singapore

Singapore

Analysed customer feedback data and prepared key reports to Singtel’s Top Management and Government RegulatorsImplemented new processes to increase customer satisfaction based on analysis of customer feedbackPrepared presentations to stakeholders for process improvement to lower average handling timeTracked and updated KPIs of customer fronting unitsPerformed detailed analysis of customer trends on Social MediaCreated new routine reports based on changing business requirementsProduced ad hoc reports to respond to immediate requestsInvolved in the software development life cycle of key departmental systems to improve data managementReviewed and updated system manuals & definition for clearer understanding

Singapore

Acted as the voice of the customers to improve customer service standards Point of contact for customers who channelled their feedback via social mediaProvided effective service recovery in addressing customers’ concernsCo-ordinated and liaised with relevant stakeholders to ensure all customers’ concerns are thoroughly investigated and the causes of the feedback identifiedIdentified and highlighted issues that impact policies, processes and procedures for improvementIdentified and interpreted social media trends and propose appropriate actions to increase the level of engagement from customers

Bachelor Of Arts (B.A.), Sociology

Activities and Societies: Tau Kappa Epsilon, International Ambassador Tau Kappa Epsilon Fraternity - Treasurer, House Manager, Risk.

Diploma, Computer Engineering

Activities and Societies: Global Connect Club Global Connect Club - Treasurer, Head of Logistics, Organizer of campus wide seminars, talks.