Jerry Liew Email & Phone Number

Singapore

- managed WFM for call center of 50 staff in Enforcement- managed Knowledge Management for call center- BCP rep - trainer for negotiation - call center budgeting - certification of achievement in R statistics programming - Quality Monitoring supervisor and involved in QM form design- Involved in new call center technology implementation, for example Avaya migration to CISCO, SMS system, Email management system- implemented Live chat and Virtual assistance for contact centre- Project Lead for Government wide E-service authentication - Supports Quality Service Manager- Analytics network rep- Award winner for IRAS Innovation 2017- MOF excel champion 2017- Public Sector Transformation excel champion 2018

- Assist customer if they are reporting a fraud and assist to follow case for them- Facilitate payment transfer by verifying signature and available bank balance- Negotiate feasible installment plan to minimize debt- Propose debt redemption from collateral- Draft proposal and tabulation of term loan - Review cancellation of credit facilities by analyzing customer relationship (retention) and credit risk

- Ensuring staffs meet their phone KPI and speaking to them on their results- Attending to customers’ complaint on staffs’ service- Use SAP for invoicing and adjustments due to corrected meter readings, waiver of late penalty, input reconnection fees and refunds - Training of staff on service excellence and handling difficult customers- Prepare monthly reports on billing and AR matters- Monitor and delegate job to staffs handling billing or customers. - Analyze debt aging & AR reports & customer’s credit worthiness- Assist in User Acceptance Testing (UAT)- Implement workflow and procedures to increase efficiency and productivity - Do necessary follow-ups through external collection agencies, legal action, SCT team- Assist in processing write-off for bad debts, requesting customer to submit BG