Eric N. Email & Phone Number

Singapore

- Delivery of in-person and remote new-hire training for customer service team and other new hires in trading concepts, use of Salesforce, and customer service skills.- Creation of training material, videos and quizzes.- Performing of roleplay and case studies with new hires- Management of Learning Management System for self-study, assessments, and sharing of internal training- Co-ordination with HR department for new hire training and probation assessments

Singapore

I provide soft skills training and communications support for HR shared services contact centres in Singapore, China, and the Philippines.Responsibilities:- Management of training requests from directors and HR department heads - Delivery of classroom-style training- Creation of video tutorials for online learning- Editing and layout of internal communications material

Central Singapore

I conduct call audits, coaching and training for customer care officers handling government healthcare schemes. Responsibilities:- Auditing inbound calls for healthcare-related government projects to identify coaching goals for customer care officers- Obsessing over metrics to identify problem areas to pre-empt them before they become too serious- Carrying out coaching to correct undesirable behaviour, improve call handling and agent performance- Carrying out soft-skill and product knowledge training- Development, administration and maintenance of Learning Management System and Knowledge Base for continued and self-guided learning by employees centre-wide- Carrying out call calibrations with internal and external stakeholders

Providing phone support to Apple’s Mainland China customers who require assistance for iTunes Store and iOS issues.This role requires proficiency in both English and Mandarin, and I am effectively bilingual.Responsibilities: - Handling escalations from Tier 1 Advisors - Account security issues - Refund requests - Fraud prevention