Inderjit Singh Email & Phone Number

Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, My

Malaysia

Malaysia

Work Profile• Handle Policy servicing, Claims and New Business policy• Report directly to Head of Department• Handle claim call for medical claims • Handle individual policy enquiring about coverage• Handle escalation call for unsatisfied customers and all complaints through phone. • Handle a team of 15 people on their performances. • Work closely with Head of Department of Call Centre to achieve SLA.• Handle team performances and do coaching with my Agents.• Follow up escalation cases to ensure customers' problems are solved. • Monitor calls to ensure agents are following proper procedures when dealing with customers.• Coaching staff to ensure targets are being achieved Work Achievements• Promoted 4 of my staff within 1 year• Manage to train 1 of my staff for quality and successfully transferred her to Quality Team• Cross trained 1of my staff to learn CMS and manage the floor when all leaders are away for training• Proposed to Improvement team to come up with QRG(Quick Reference Guide ) for staff to reduce the number of errors • Won the best team quality for the 1st Quarter 2019

Malaysia

Work Profile• Help to set up a new call centre - US claim call centre• Report directly to Senior Director• Handle claim call for Worker's Compensation and Property Casualty • Handle escalation call for unsatisfied customers and all complaints through phone. • Handle a team of 10 people on their performances. • Work closely with Senior Director of Call Centre to achieve SLA.• Handle team performances and do coaching with my Agents.• Follow up escalation cases to ensure customers' problems are solved. • Monitor calls to ensure agents are following proper procedures when dealing with customers.• Coaching of CCCs for continuous improvement (min 1 formal session per month)• Passed Quality score past 1 year Work Achievements• Leader of The Quarter 2016• Leader of The Quarter 2017 ( Third Quater)• Leader of The Quarter 2017 (Fourth Quarter) • Team Service excellence Second Quarter 2017• Team Service excellence Fourth Quarter 2017• Team of the Year Award for the year 2017• Outstanding Leadership award year 2017 • Promoted 1 of my staff to SME

Malaysia

• Provide professional customer service to customers. • Handle unsatisfied customers and all complaints through phone. • Supporting customers from all around Malaysia for credit card and banking.• Work closely with legal department to ensure solutions provided are within company policy.• Provide solutions to solve their issues. • Achieve 90% target of turning unsatisfied customers into satisfied.• Follow up escalation cases to ensure customers' problems are solved. • Monitor call centre staffs are following proper procedures when dealing with customers.• Cross sell credit card products to customers.• Mass Call Centre – SLA 80%• Coaching of CCCs for continuous improvement (min 1 formal session per month)• QM - Fatal - Team Score (80% of team achieving the individual defined targets)• QM - Non Fatal - Team Score (80% of team achieving the individual defined targets)• Employee Meeting Training hours (To ensure 80% of your staff meets the staff min training hours as per HR policy).• Delivering consistent excellent service • Total Reduction Complaint by 20% from 2013 (carry forward)

Malaysia

Work Profile• Provide professional customer service to customers. • Handle unsatisfied customers and all complaints through phone. • Supporting customers from all around Malaysia for credit card and banking.• Work closely with legal department to ensure solutions provided are within company policy.• Provide solutions to solve their issues. • Achieve 90% target of turning unsatisfied customers into satisfied.• Follow up escalation cases to ensure customers' problems are solved. • Monitor call centre staffs are following proper procedures when dealing with customers.• Cross sell credit card products to customers.Work AchievementsPromotion in Scope International• Handling GMM calls and then promoted to be in the Mortgage Team • Promoted to be an Acting Team Leader (Mentor) to take care of incubation department where i train new staff on how to navigate system and answer calls• Promoted to be in Preferred Banking Team Awards• Best Service banker • Best Call Care• Highest Compliment• Shortlisted for CCAM (http://www.ccam.com.my/wp-content/uploads/2012/08/21/awards-finalist-2012/CCAM-Individual-awards-all-2012-List-of-shortlisted-Individuals.pdf)

High School/Secondary Diplomas And Certificates

Degree In Banking & Finance, Banking & Finance