Kailin Tan Email & Phone Number

Singapore

Singapore

• To provide assessment, advisory, and management of employment claims, appeals and disputes, in accordance with relevant employment legislations and tripartite guidelines through email, phone and in-person.• To provide guidance on options and possible recourse to the employment disputes and follow through with the case till closure.• Manage cases, and where necessary, contact employers and work with other agencies and regulators to address the employment… Show more • To provide assessment, advisory, and management of employment claims, appeals and disputes, in accordance with relevant employment legislations and tripartite guidelines through email, phone and in-person.• To provide guidance on options and possible recourse to the employment disputes and follow through with the case till closure.• Manage cases, and where necessary, contact employers and work with other agencies and regulators to address the employment dispute.• Assist to file employment-related claims on behalf of the customer when the need arises.• Develop, maintain and keep to SOPs and capture customer interactions in CRM system in a timely and accurate manner.• CRM Project Lead: Conducts training to ensure end users are well-aware of how the system operates. Provides feedback and ensures that the system works in the rightful manner. Ensure that information gets disseminated to relevant stakeholders timely. Takes part in any system upgrading projects. • Chatbot Crowdsourcing team: Check for accuracy and relevance of the contents. Recommend suitable behaviours and keywords to improve the chatbot.• Fact-finding Reports on Dismissal Claims: Speak to claimants in order to assess, manage and refer wrongful dismissal claims to the appropriate channel for mediation or adjudication.• Fact-finding Reports Collation: Collate, categorise and upload the team’s cleared reports into Sharepoint.• FY20 and FY21 Staff Welfare Committee: Assisted in event management and procured care packs and gift bundles for TAL staff.• CSAT Quarterly Survey: Provide and sanitise database for vendors to conduct the relevant surveys.• Statistics Team: Check and maintain high statistical accuracy by cleaning up Department’s statistical data. Ensure reporting accuracy by collating, analysing and summarising data and trends to prepare Management Reports. Show less

Singapore

• Conducts programs and workshops for students of different levels ranging from Primary, Secondary, Junior Colleges and Polytechnics.• Implements various teaching methods and techniques to get immediate and lasting audience participation.

Singapore

• Manage and perform administrative work of Housing Schemes.• Manage appeals, feedback and enquiries from both internal and external stakeholders such as lawyers and members of public.• Lead and supervise subordinates in daily operations, while encouraging team-building efforts.• Manage projects, e.g. provide business requirements to IT, perform system testing.• Review and improve on policies, guidelines, service standards and procedures of Housing Schemes… Show more • Manage and perform administrative work of Housing Schemes.• Manage appeals, feedback and enquiries from both internal and external stakeholders such as lawyers and members of public.• Lead and supervise subordinates in daily operations, while encouraging team-building efforts.• Manage projects, e.g. provide business requirements to IT, perform system testing.• Review and improve on policies, guidelines, service standards and procedures of Housing Schemes periodically.• Effectively coach subordinates towards achievement of work tasks.• Participates in cross-agency Pilot Project to review and improve service standards and guidelines. Show less

Singapore

• To maintain and improve operations of AVA’s External Call Centre (ECC) operations by monitoring KPIs, system and overall service performance, identifying and resolving problems, preparing and completing action plans, managing process improvement and quality assurance programmes.• Ensure reporting accuracy by collating, analysing and summarising data and trends. Prepared Performance and Management Reports for both the Group and ECC.• Improve budgetary reporting process and… Show more • To maintain and improve operations of AVA’s External Call Centre (ECC) operations by monitoring KPIs, system and overall service performance, identifying and resolving problems, preparing and completing action plans, managing process improvement and quality assurance programmes.• Ensure reporting accuracy by collating, analysing and summarising data and trends. Prepared Performance and Management Reports for both the Group and ECC.• Improve budgetary reporting process and accountability which in turn, aid the Group in preparation and review of budget requirements and budget submissions for ECC operations.• Manage daily, ad-hoc and periodic requirements for ECC’s smooth operations.• To monitor and analyse monthly budget utilisation and payment process for ECC.• Review SOPs and actively does contents management. Execute action and training plans, assess and train call agents to ensure they are relevant and up-to-date in knowledge and skills.• Excel in detail checking and maintain high statistical accuracy by cleaning up Group’s statistical data.• Review and facilitate service and process improvements such as Customer Relationship Management System (CRMS) and channel migration.• Take charge of the feedback management process and manage customer complaints. Show less

Singapore

• Manage the various LTA feedback channels (QSM Hotline, Email, SMS, hardcopy mails) to ensure a more efficient and effective public feedback management so as to meet the whole of government (WOG), organizational and operational objectives and enhance customer relationships.• Work with internal stakeholders (e.g. Subject Matter Experts) on public feedback and ensure compliance of the LTA service standards and principles. Ensure and issue replies that are customer-centric and… Show more • Manage the various LTA feedback channels (QSM Hotline, Email, SMS, hardcopy mails) to ensure a more efficient and effective public feedback management so as to meet the whole of government (WOG), organizational and operational objectives and enhance customer relationships.• Work with internal stakeholders (e.g. Subject Matter Experts) on public feedback and ensure compliance of the LTA service standards and principles. Ensure and issue replies that are customer-centric and satisfactory.• Responds to members of public who call directly and facilitate face to face meetings with members of the public to understand their concerns when deem appropriate.• Advise and/or assist subordinates in handling difficult issues and callers.• Recommend measures to service lapses with the outsourced call centre management to achieve service standards so as to project LTA as a responsive and forward-looking organisation that values public opinions.• Part of QSMO Website Committee, ensuring that the Group’s website is up-to-date. Show less

Singapore

1. Service Recovery and Customer Service Operations:• Takes charges & excels in feedback management. Ensures email and phone feedback & enquiries are responded to daily within KPI.• Utilise experience, strong interpersonal & communications skills to enhance service excellence. Responded to inquiries to quickly assess & improve on respondents’ & staff needs through effective problem-solving, easing their frustrations.• Investigate challenging feedback (e.g. escalated… Show more 1. Service Recovery and Customer Service Operations:• Takes charges & excels in feedback management. Ensures email and phone feedback & enquiries are responded to daily within KPI.• Utilise experience, strong interpersonal & communications skills to enhance service excellence. Responded to inquiries to quickly assess & improve on respondents’ & staff needs through effective problem-solving, easing their frustrations.• Investigate challenging feedback (e.g. escalated complaints/refusal/frustrations from respondents) & cultivate relationships with difficult respondents efficiently. Follow up and complete surveys with difficult respondents monthly, in turn, effectively reducing major complaints.2. Operations and Project Management (Call Centre / Field Work):• Perform duties of both field & call centre supervisor, i.e. conduct training, guide & drive motivation in subordinates & interviewers to ensure targeted response rate for Department’s projects are always met within a specific period. Manage 5 to 8 subordinates & 15 Call Centre agents.• Perform audit & verification checks on survey responses and large data sets to ensure robustness & reliability of data collected by interviewers. Ensure confidentiality of collected data.• Conduct performance discussions that resulted in high morale & achieved service excellence with 0 complaints. Always able to keep subordinates coming on time with a positive attitude. Train new subordinates to ensure alignment of customer service & operating procedures.• Change Management in Payment Process System: Re-engineered method of calculating payment manually to a computerised Man-day Calculator. Train peers & supervisors in utilising the Calculator.• Liaise with Employment Agencies & Survey Managers & conduct interviews to ensure employment of suitable manpower on a timely & regular basis for smooth operation of surveys. Ensure prompt security screening of candidates in order for candidates to come onboard on time. Show less

Singapore

• Attached to Personae Studio during polytechnic internship and assisted in business operations and development of iPhone games and applications.• Employed full-time as Studio Manager subsequently to manage daily operations, studio productions and business development of the company. Reported directly to Studio Head on latest developments and quality aspects of the production line.• Exhibited the flair for being meticulous and an eye for details, enhancing quality assurance… Show more • Attached to Personae Studio during polytechnic internship and assisted in business operations and development of iPhone games and applications.• Employed full-time as Studio Manager subsequently to manage daily operations, studio productions and business development of the company. Reported directly to Studio Head on latest developments and quality aspects of the production line.• Exhibited the flair for being meticulous and an eye for details, enhancing quality assurance. • Adaptable to crunch mode in order to meet tight deadlines. Ensured projects were completed within stipulated period and budget.• Networked and maintained business contacts with clients and supporting vendors to ensure that details for upcoming exhibitions and on-going projects were comprehensive.• Managed staff and on-going projects in the company during both stints. Show less

Singapore

• Worked as events coordinator and designer. Coordinated events and exhibitions held at Singapore Expo and Suntec City Convention.• Used programs such as FreeHand MX, Adobe Photoshop, Adobe Illustrator, FlexiSign and Casmate during entire course of work.• Actively participated in projects and developed good working relationship with colleagues and clients such as Pico Art International Pte Ltd and Cityneon International Pte Ltd. Liaised with clients on the structure and design… Show more • Worked as events coordinator and designer. Coordinated events and exhibitions held at Singapore Expo and Suntec City Convention.• Used programs such as FreeHand MX, Adobe Photoshop, Adobe Illustrator, FlexiSign and Casmate during entire course of work.• Actively participated in projects and developed good working relationship with colleagues and clients such as Pico Art International Pte Ltd and Cityneon International Pte Ltd. Liaised with clients on the structure and design of event venues.• Managed staff welfare and delegation of work to staff. Show less

Singapore

• Worked as a temporary administrative assistant before examinations and corresponded regularly with overseas colleagues via email and phone. • Reported to Regional Manager of Singapore directly.• Ensured customers’ prompt receipt of goods through preparation of invoices and deliveries. Always ensured sufficient stock in-house for apparel and merchandise.

Bachelor Of Science - Bs, Business Administration And Management, General

Polytechnic Diploma, Computer Games And Programming Skills