Chin Wei Lim Email & Phone Number

Singapore

Singapore, Singapore

Respond to customer inquiries through and provide accurate and timely assistance. Maintain a positive and professional attitude to ensure a high level of customer satisfaction in each interaction. Investigate and resolve customer disputes related to order discrepancies, payment issues, refunds, and product returns. Ensure compliance with company policies and regulatory requirements in dispute resolution processes.Accurately document all customer interactions and resolutions… Show more Respond to customer inquiries through and provide accurate and timely assistance. Maintain a positive and professional attitude to ensure a high level of customer satisfaction in each interaction. Investigate and resolve customer disputes related to order discrepancies, payment issues, refunds, and product returns. Ensure compliance with company policies and regulatory requirements in dispute resolution processes.Accurately document all customer interactions and resolutions within the system for reference and quality assurance. Generate reports on dispute trends, resolutions, and any recurring issues that may impact customer satisfaction or business processes. Collaborate with other departments to identify and address the root causes of common disputes. Recommend improvements to existing workflows and policies to reduce dispute rates and enhance the customer experience. Review and analyze customer feedback to ensure the quality of support meets or exceeds established standards Show less

Central Singapore

Major Achievements• Office Relocation: Led the successful setup of a new office in Bugis, ensuring seamlesstransition from Tampines.• Department Establishment: Founded the Service Quality Department to standardize andelevate customer service.• Shipping Optimization: Achieved 98% next-day and 100% 5-day shipping rates throughprocess enhancements.• Refund Reduction: Reduced Wish customer support refund rate from 70% to 3% byimplementing strategic… Show more Major Achievements• Office Relocation: Led the successful setup of a new office in Bugis, ensuring seamlesstransition from Tampines.• Department Establishment: Founded the Service Quality Department to standardize andelevate customer service.• Shipping Optimization: Achieved 98% next-day and 100% 5-day shipping rates throughprocess enhancements.• Refund Reduction: Reduced Wish customer support refund rate from 70% to 3% byimplementing strategic improvements.Experience• Enhanced Service Quality: Developed strategies that significantly boosted customersatisfaction.• Data-Driven Insights: Analysed feedback to drive actionable service improvements.• Cross-Department Collaboration: Ensured consistent service quality across teams.• Led Staff Development: Designed training programs that improved staff performance.• Quality Assurance: Conducted audits to ensure compliance with service standards.• KPI Reporting: Monitored and reported key service metrics to senior management.• Streamlined Operations: Implemented process improvements to increase efficiency.• Resolved Escalations: Effectively managed and resolved escalated customer complaints Show less

Ng Teng Fong General Hospital

Major Achievements• Spearheaded the transition and setup of Ng Teng Fong General Hospital Contact Centre.• Increased productivity by 50% through the implementation of automated performancemetrics.• Achieved 1st place in customer satisfaction rankings (2013, 2014).• Honoured with the Service Recognition Award (2015).Experience• Managed a team of 55 Executives and Triage Specialists in both contact centre and retailenvironments.• Conducted weekly and monthly… Show more Major Achievements• Spearheaded the transition and setup of Ng Teng Fong General Hospital Contact Centre.• Increased productivity by 50% through the implementation of automated performancemetrics.• Achieved 1st place in customer satisfaction rankings (2013, 2014).• Honoured with the Service Recognition Award (2015).Experience• Managed a team of 55 Executives and Triage Specialists in both contact centre and retailenvironments.• Conducted weekly and monthly data forecasting and analysis against budget figures.• Compiled and presented comprehensive departmental reports to Senior Management andthe Ministry of Health (MOH).• Communicated and enforced hospital operations policies and guidelines.• Led recruitment, staff development, and performance management initiatives.• Identified and implemented operational improvements, including new tools and processes.• Executed real-time queue management and met call monitoring goals with a focus on qualityassurance.• Developed and enforced new policies and procedures to streamline operations.• Conducted hardware and software testing (UAT) and maintained thorough documentation.• Analysed customer feedback, implemented corrective actions, and monitored performancefor continuous improvement.• Managed disciplinary actions, including terminations, to maintain a high standard of teamperformance. Show less

Yio Chu Kang, Singapore

Major AchievementsReceived Excellent Performance Awards in 2009, 2010, and 2012 for exceptional performance in job responsibilitiesEarned Customer Satisfactory Awards in 2010, 2011, and 2012 for providing excellent customer service and achieving high customer satisfaction ratingsObtained a Qualified Trainer Certificate in 2010, demonstrating expertise in developing and delivering training programs to staffPioneered the establishment of a call centre in China, contributing to the… Show more Major AchievementsReceived Excellent Performance Awards in 2009, 2010, and 2012 for exceptional performance in job responsibilitiesEarned Customer Satisfactory Awards in 2010, 2011, and 2012 for providing excellent customer service and achieving high customer satisfaction ratingsObtained a Qualified Trainer Certificate in 2010, demonstrating expertise in developing and delivering training programs to staffPioneered the establishment of a call centre in China, contributing to the expansion and growth of the organization.Experiences1. Manage and oversee the Call Centre and Retail2. Actively involved in staff recruitment and developments.3. Organising staffing, including shift patterns and the number of staff required to meet demand4. Provide formal and informal performance feedback, both team based and one-to-one5. Handle staff and callers’ feedback6. Administered regular coaching/training7. Perform real time queue management/SLA8. Provide Phone, Video and Email Support (APAC - English and Mandarin)9. Measure and report on Call Centre performance on weekly basis10. Meet call monitoring goals, including remote and in-cube, in liaison with quality assurance Show less

Business Management, 3.4

Diploma, Information Technology