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.

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%.

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.

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.

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