 Screening/monitoring incoming, outgoing calls, transactions and emails to ensure, quality, customer service and adherence to the policies and procedures of the organisation Providing feedback to assist in the creation of performance improvement goals and development of training programs Identifying and implementing the best practices in the industry in order to provide the best quality services Evaluate individual and teams performance and provide feedback Ensure pain areas are identified and addressed effectively to all the Team leaders, Managers and Clients Handle complaint calls and complete robust root cause analysis for all complaints within specified timelines  Provide appropriate remedial actions with onshore process manager and offshore team for errors and complaints Prepare weekly and monthly reports, presentations for monthly review meetings Periodically conduct audits on the performance of new hires Work with operations and training to certify new agents and give constructive feedback on agent performance Coach tenured and new agents on new and existing processes Conduct calibrations (Internal, Agent, Client and with operations)

 Performed administrative and secretarial support functions for the director, manager of an accounting firm Maintain attendance & leave records, bonus appraisals, payroll and other remunerations Prepared minutes of the meeting  In charge of pre-recruitment (job posting, conduct first round interview & test) and post recruitment activities (induction, documentation) Provided complete administrative support (filing, courier, faxing, emailing)  Created excel reports and presentations for the director Maintained office stationery, office equipment, and company AMCs Handled clients from Australia and performed business development activities (cold calling, sent out mass marketing emails ) Supervised project management tool and uploaded job duties for the employees on the tool Raised invoices for clients Handled travel and visa arrangements, expenses, bills management for the clients, director and manager Involved with the IT related functions for the office

 Performed various secretarial/clerical duties such as documenting, photocopying, faxing, mailing and organising filing system Responsible for maintaining Director’s diary and meetings ensuring they are up to date  Created spread sheets and presentations for the Director Supported director in maintaining own office and established efficient filing system for relevant and critical documents and data Prepared correspondence on behalf of the Director Monitored and maintained the company’s website Processed and maintained all pay roll activities on a monthly basis, sensitive reports and ensured all contracts are securely filed and archived Updating databases with confidential and relevant information Interacted with organisational staff, executives, clients, vendors and visitors on a daily basis Organised the scheduling of meetings, conferences and events, distributed minutes for them Took care of staff office space, weekly schedules, travel reports, phones, parking, credit cards and office keys

 Managing and conducting various musical and dance events for SIFAS which is one of the biggest in Singapore  Prepared minutes of the meeting and organised board meetings  Operation tasks includes organising the venue for an event, marketing an event, pushing ticket sales, applying visas, arranged travel and stay for the artistes Have co-handled projects worth SGD300,000 Attend meetings and prepare reports Reporting to the management committee