Phoebe Toh Email & Phone Number

Singapore

· Developed customer obsession strategies to help the organization understand, analyze and create positive customer excellence at every customer touchpoint· Conducted and facilitated design-thinking workshops for internal stakeholders· Managed internal campaign deliverables · Worked with and managed senior stakeholders' expectations· Delivered communication strategies and ensured that they were aligned with group standards · Guided the team to create key internal marketing assets, such as eDMs; Internal Bulletins & Newsletters; Intranet Banners, Posters & Articles, Event Infographics, Presentation Decks, Animation & Videos etcAchievements· Attained Scrum Master Certification (December 2020)

Singapore

· Lead a team of 10 – 15 Customer Service Representatives· Attain daily Service Level targets via effective floor management· Manage daily operations of the department in terms of efficiency and performance· Develop and coach team members in meeting individual and team targets· Support Operation Manager in the delivery of weekly and monthly performance dashboards· Lead and manage system enhancement projectsAchievements· Best Contact Centre Team Leader of the Year (20 – 100 seats), GOLD, Contact Centre Association of Singapore, 2018· EXSA Star Awards, 2017, 2018, 2019

Singapore

· Support inbound operations with handling customer escalations· Validate customer complaints and recognise coaching opportunities · Establish the guidelines for complaint validation · Support team managers in managing emails from customers· Provide support for various system enhancement projects · Co-editor in the monthly publication of the department newsletterAchievements· EXSA Gold Award, 2016

Singapore

· Deliver prompt and accurate service to corporate customers· Support Team Manager in handling escalations for the team· Contribute to the monthly publication of the department newsletterAchievements· EXSA Silver Award, 2015

Singapore

· Deliver dedicated, prompt and accurate service to corporate customers’ queries and needs· Liaise with the various departments and branches to coordinate on transactions and discrepancies in customers’ account transactions· Mentor new joiners on product knowledge and job processesAchievementsEXSA Silver Award, 2011