Edwin Tan Email & Phone Number

Singapore

Performing audits assessments of voice and non-voice (calls/emails) on tech and non-tech, discovering gaps and finding ways to solve issues for customers with customer centricity in mind.Lead/present audited data for stakeholders and vendors with discussions to aid improvement with quality in mind.Collaborate with both internal and external stakeholders to create and simplify processes for new and existing products.Hosting of calibrations (tech and non-tech) over different sites (Philippines and Malaysia) in order to achieve alignments on quality expects.Conducting certification program to ensure the agents who went through training are equipped with the knowledge.Lead and create Quality guidelines to cater for new projects.

Singapore, Singapore

Technical Team Leader, leading a team of agents in performing operational duties on Fiber internet and TV-related concerns. Planning and managing the team on workforce management and driving results to achieve targets set.Taking over complex cases and complaints from agents who exhausts their means of handling customers.Provide technical advisories for outsourcing project (Symphony / Aegis) Malaysia

Singapore, Singapore

Technical Support Senior co-assisting the team leaders to manage the team. Stepping up to assist and co-covering operational duties when required. Provide mentoring to new hires and guide / coach them to meet targets set.

Singapore, Singapore

Technical Agent assisting customers via phone calls/emails on TV and broadband related products. Provide first level troubleshooting, creating of tickets to log down interactions and escalation of cases to network on analogue/digital set-top boxes, TV and broadband related setups and access arrangement of onsite service calls when required.

Singapore, Singapore

Technical Agent assisting customers via phone calls/emails on TV-related products. Provide first level troubleshooting, creating of tickets to log down interactions and escalation of cases to network on analogue set-top boxes and TV-related setups and access arrangement of onsite service calls when required.

Education record

Education record