Davien Soh Email & Phone Number

Singapore

Singapore

- Delivered primarily email support to public sector agencies (including statutory boards) that have been onboarded onto the Client's platform.- Participated in weekly interdepartmental meetings to ensure information alignment and exchange updates on escalated issues.- Escalated technical and system-related concerns to the vendor, guaranteeing that service level agreements (SLAs) were met and sending reminders as needed.- Maintained compliance with daily SOPs, compiled and generated weekly reports/excels, and reported emerging ticket trends to the Product team.

Singapore

- Managed in-game support tickets using Zendesk.- Conducted daily meetings with community colleagues from diverse Southeast Asian countries.- Collaborated closely with multiple departments to ensure timely resolution of issues.- Produced statistical, sentiment, and ad-hoc reports and presented them to headquarters.- Provided support to the team for game-related queries, including work processes, gameplay, and technical problems.- Supervised community responses across different platforms such as Google Play and App Store.

Netherlands

- Undertook a T1 support role, primarily managing email inquiries in Mandarin.- Collaborated with customers through Mandarin live chat to formulate and implement customer service strategies and solutions.- Was responsible for addressing a wide range of inquiries, covering gaming products (platforms) as well as IT/tech-related troubleshooting.- Actively pursued courses and certifications on a quarterly or bi-annual basis to stay abreast of current knowledge.

Singapore

- Facilitated the processing of loan applications for the Retail and SME sectors.- Developed credit papers and conducted credit analysis to provide recommendations to approving officers. -Handled a wide range of loan products, including, but not limited to, renovation loans, education loans, SME working capital and micro loans, as well as secured loans such as CIP loans.- Adhered to regulations set by the Monetary Authority of Singapore (MAS) and internal guidelines.- Ensured daily assessment of multiple credit-related documents, such as bank statements and financials, while maintaining data accuracy and integrity.- Coordinated with various business units to ensure compliance with turnaround time (TAT) and deadlines.

Singapore

- Addressed customer inquiries related to unsecured lending products, internet banking, travel insurance, and investment products.- Collaborated with other departments to resolve customer requests and ensured prompt follow-up on pending cases.- Strived to optimize efficiency by reducing call duration and achieving one-call resolution.- Maintained a consistently pleasant customer touchpoint while handling an average of 70-90 daily calls.- Received the Excellent Service Award (Silver) in recognition of exemplary performance.

Singapore

- Accountable for promoting and selling photography products, including digital cameras and camcorders.- Fostered customer loyalty and increased sales by leveraging extensive product knowledge.- Actively listened to customers' requirements and recommended suitable products to meet their needs.- Contributed to the monitoring and recording of sales for the company's products and generated sales reports for management.

- Managed customers' inquiries and requests, encompassing bill breakdown and billing cycle queries.- Responded to complaint calls with patience and professionalism, striving to resolve customers' issues.- Strengthened customer service standards by utilizing effective communication skills and collaborating with team members.- Received numerous letters of commendation from customers during the tenure.