Customer Excellence [Assistant Director]
Current• Responsible in newly setup department to connect touch points & back office on the customer requests and its process & system integrated to provide seamless services with exceptional experience. • Lead customer journey mapping & process improvement with design thinking concept in simplifying the end-to-end process.• Coach the tribe members to deep dive the problem statements and cause & effect analysis.• Embrace & practice agile methodology in driving Hot Houses for key process reviews.• Conduct self assessment in benchmarking the current process across the industry & connect to customer journey.• Proactive engagement with stakeholders and distribution channels in managing incident, process change, system change & extreme cases.• Accountable to the escalation from management in resolving the complex cases amicably.• Certified Mentor within the organization.
