I am the Team Manager for Singapore Extended Warranty and Non-Auto Personal Line with vast experience in leading a team in an Express Claims department and also Call Center environment for AIG. Involved in setting up the new migration project for Singapore Auto Claims, particularly in the back office environment by utilizing business variables and volume data captured throughout the day. Performed data analysis for forecasting purposes such as volume, resources and skills. Experienced in handling customer service team in a call center environment for more than 8 years. Dealt with servicing client, managing service level, abandon rate, team performance and real time management. Recognized for ability to identify continuous change actions to reduce costs, enhance quality, and increase margins. Supervised up to 18 direct reports with 2 lines of business with responsibilities in performance reporting, planning, information systems, scheduling and forecasting. Enjoy driving new improvements.Key strengths include: • Process Improvement• Operations and Real Time Management• Training & Development

Team Leader for Velocity Rewards Program with vast experience in leading a team in call center for Virgin Australia. Involved in setting up the new project particularly in the front office call center by utilizing business variables and volume data captured throughout the day. Performed data analysis for forecasting purposes such as volume, error rate, resources and skills. Experienced in handling customer service team in call center environment for more than 8 years. Dealt with servicing client, managing service level, abandon rate, team performance and real time management. Recognized for ability to identify continuous change actions to reduce cost, enhance quality, and increase margins. Supervised up to 16 direct reports with responsibilities in performance reporting, planning, information systems, scheduling and forecasting. Enjoy driving new improvements.• Generated performance report.• Handled attendance and leave application for the team.• Managed and maintained the team daily, weekly and monthly performance.• Provided coaching, briefing and counseling for the staff.• Managed staff development in term of product knowledge, escalations and training to the new staffs.• Motivated, coached and developed team members to ensure they deliver the expected level of service.• To monitor and ensure department SLA is met by monitoring call volume versus headcount.• Liaised with Clients directly on escalation issues (Individual and corporate)• Liaised with supplier pertaining to smooth delivery on redemption.• Performed audit task.• Conducted interview session for new hiring.• Streamlining of processes to ensure smooth operations in order to achieve department objectives.• Collaborated with various departments to realize the company vision and mission.• Responsible for career development and appraisals.• Attended client service review meetings; areas covered will include performance reports, service improvements, quality and processes.

Scheduler• In charged in scheduling management for 160 staffs.• Forecasted data to fully utilized resources and reducing operating costs.• Ensured efficient operations, on-time task execution and consistent levels of data processing.• Optimized processes for planning, managing, and evaluating the working times and activities.• Managed and facilitates effective time-management strategies and provides convenient tracking, monitoring, record keeping, and evaluation of time data as well as recruitment process and employee administration.• Identified the right candidates to match skills and availability to the specific task in and around the operations to maximize utilization and efficiency.• Real-time management due to unplanned scenario such as absenteeism, high volume and ad-hoc tasks. Team Leader• Handled Fedex Project for Data Entry Processing.• Managed 20 subordinates.• Generated performance report.• Handled attendance and leave application for the team.• Led the team to reach KPI.• Managed and maintained the team daily, weekly and monthly performance.• Provided coaching, briefing and counseling for the staff.• Managed staff development in term of product knowledge, data processing and also training to the new staffs.• Motivated, coached and developed team members to ensure they deliver the expected level of service.• Ensured dateline is met for manifesting.• Performed audit task.• Conducted interview session for new hiring.• Responsible for career development and appraisals.• Ensured that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.• Provided reports to an agreed schedule (or on request), including management and account performance reports. • Attended client service review meetings; areas covered will include performance reports, service improvements, quality and processes.

Duties/Responsibilities:• Managed, led and coached 12 subordinates to reach assigned targets (KPI).• Worked closely with Work Force Management Team (WFM) to make sure we have enough resources at the right time.• Worked closely with Real Time Floor Management to monitor and maintain service level.• Resolved customer requests/complaints within Service Level Agreement.• Called back customer on case resolved and handled escalation call for exceptional handling/ billing disputes. • Generated report on daily, weekly and monthly basis on team performance and analyze data to identify trend of performance.• Monitored team member attendance and maintain staff turnover rate.• Conducted consistent call monitoring either side by side or remote on each team member to ensure quality, efficiency & compliance and customer satisfaction.• Conducted new recruit interview.• Responsible for career development and appraisals.