T R Tinesh Raj Email & Phone Number

Singapore

• Manages APAC operations for the User Satisfaction Tribe in Skyscanner, which includes support emails via Zendesk, and Trustpilot reviews.• Lead for Scams Task Force, a team established to tackle scam cases targetted in UK.• Successfully introduced several enhancements to Zendesk Support platform to improve efficiencies.• Audited tickets monthly via Maestro QA for User Satisfaction Executives.• Maintained above 90% CSAT.• Currently working on bringing more automation to the operation via Answer Bot for Zendesk and a chat bot service for Skyscanner's help site.

Singapore

• Manages Digital channels that include social media (Facebook, Instagram), Live chat, emails as well as voicemails.• Built Customer Service infrastructure from the ground up, using Freshdesk and Freshchat.• Structured and conducted Customer Service training sessions, as well as building all CS and operational processes.• Achieved 85% Customer Satisfaction rating for the first month from launch.• Managed advertising platforms such as Facebook Ads and Google Ads prior to product launch.• Procured and managed marketing collateral for product launch.• Assessed, selected and built great working relationships with advertising agencies such as Superson.

Singapore

• Manages Digital channels that include social media (Facebook, Instagram), Live chat, emails and phone calls for Plum Food Singapore, a disruptor in the Food-tech industry.• Revamped the existing Customer Service infrastructure byrevitalizing training and quality, improved processes andworkflows.• Introduced Performance Improvement Programs, leadershipthrough coaching and guiding, and oversee daily operations, aswell Work Force Management.• Coordinates with regional teams in Hong Kong, Australia and USA for a unified customer service experience.• Improved and held CSAT at above 85%.•Involved in marketing and promotional campaigns, specifically for retention and acquisition goals.

Singapore

Manages Digital channels that include social media (Facebook,Twitter, Instagram), Live chat, emails and voicemail forCircles.Life, a disruptor in the Singapore telecommunicationsindustry.• Revamped the existing Customer Service infrastructure byrevitalizing training and quality, improved processes andworkflows.• Introduced Performance Improvement Programs, leadershipthrough coaching and guiding, and oversee daily operations, aswell Work Force Management.• Liaison for IMDA and regulatory boards in Singapore.• Handles 30 in-house Experts, while maintaining a working andeffective relationship with another 30-seat outsourced contactcenter.• Improved and held CSAT at above 90%.• Team lead in regional expansion of products, services andoperations.

Singapore

• Managing SMEs situated off-site in client’s office.• Spear-heading the Pilot Chat support for APAC Region.• Leading English Customer Service Associates in achieving their target KPIs.• Coaching hand-in-hand with Quality Analysts to improve performance and effectiveness of Customer Service Associates.• Scheduling and case assignment duties.

Singapore

• Internal escalation team to identify and trend internal bugs that are affecting customer-experience for advertisers in Facebook.• Provide support for internal teams with regards to product confusion, clarifications and investigations.• Provide advertising support for clientele in the Asia Pacific region (including Japan, Korea and India)• Provide Customer Service & Post-Sales Support to Facebook's advertisers and users.• Implement creative ways to improve client relationships and increase business productivity by promoting other Facebook products such as Blueprint.• Provide strategic advice to solve issues by working closely in a consultative role with clients.• Conducts Customer Service Officer Training for new hires.• Direct support for high-spending advertisers and agencies through Strategic Agency Support.• Direct support for advertisers and agencies having non-managed relationships with Facebook.

Singapore

• Managed public feedback transmitted through various regulatory bodies. Specifically handled issues and complaints escalated via the Infocomm Development Authority (iDA).• Tasked to handle consumers who wished to escalate their cases to MyRepublic’s higher management via phone calls, emails and in person, when required.• In-charge of handling inbound Technical calls for Fibre Services.• Conducted Customer Service Officer Training for new hires.• In-charge of on-the-job training for new hires.

Singapore

• Managed public feedback transmitted through various regulatory bodies. Specifically handled issues and complaints escalated via the Infocomm Development Authority (iDA) and Members of Parliament.• Tasked to handle consumers who wished to escalate their cases to OpenNet’s higher management via phone calls, emails and in person, when required.• In-charge of handling consumer appeal cases for free installations of Fibre Termination Points by assessing them on a case-by-case basis within the company’s guidelines.• Assigned as the Liaison Officer and Manager of OpenNet’s Call Centre which was outsourced to TeleDirect. Oversaw day-to-day operations and achieved constant service standards of above 90%.• Set Key Performance Indicators for Customer Service Officers ensuring improvements to their individual targets thereby leading to collective overall progression of the call centre’s statistics and service standards.• Revamped the OpenNet Email team by providing more accurate reply formats and improved email feedback response turnaround time.• Revamped the OpenNet Case Management team to ensure better follow-up of complaints. Assigned the most experienced Customer Service Officers to manage high-priority consumers.• Structured escalation guidelines and processes to reduce action time in work flow.• Liaised with various stakeholders of OpenNet and the Call Centre to improve OpenNet’s public image.• Augmented the Management System Software and provided staff training for periodic enhancement and upgrades.• Involved in the development and enhancement of OpenNet’s Interactive Voice Response System for its Hotline.• Involved in troubleshooting OpenNet’s Appointment Booking System and Action Request System.

Singapore

• Managed day-to-day operations of Orynix Corporation’s Call Centre and its managed clients.• Handled specific troubleshooting of cases that were regularly escalated via frontline staff.• Generated daily, weekly and monthly reports for higher management reviews and meetings.• In-charge of performance and productivity of Call Centre and its Customer Service Officers.• Developed training materials and frameworks for all Customer Service Officers. Also, directly handled all service staff training.

Singapore

• Tasked to handle calls related to StarHub's Mobile Services, Network Coverage issues and Handset product lines.• Handled general troubleshooting and frequently encountered billing enquiries.• Effectively executed ‘One-Call-Resolution’ action for queries, where possible.• Provided outstanding product knowledge support and exceptional customer service.• Highly capable in handling various in-house proprietary software systems to resolve non-standard and difficult customer issues.

Bachelor Of Arts (B.A.), English Language With Sociology, Pass With Merit

Cambridge 'A' Level Certificate

Activities and Societies: Librarian, Debating Team

Education record