Wayne Tan Email & Phone Number

Singapore

Imagine the peace of mind that comes knowing that your financial future is in good hands. As a financial planner at an independent platform, I offer unbiased, personalized strategies from an extensive list of solutions to help you achieve your financial dreams. Whether you're planning for retirement, investing wisely, or managing your wealth, I provide.

Singapore

• Prepare training materials and conduct trainings for Customer Service skills and systems
• Prepare training materials and conduct training for Health Insurance products and Health Insurance systems
• Support General Insurance, Health Insurance and Life insurance call centre operations
• Collaborate with Claims, Underwriter and other business units for call centre process improvements
• Curate contents for Life and Health Insurance for online learning platform
• Conduct performance monitoring for regular transactions, complaints and NPS surveys

Singapore

• Provided support to customers on General Insurance enquiries which includes Motor, Travel and Property insurance policies such as explaining and advising policy coverage, exclusions and etc.
• Assisted customers on General Insurance claims matters which includes assessing and approving claims based on empowerment given, and coordinate with Claim Handler and TPA to process claims.
• Assisted policy holders with policy servicing enquiries especially on renewals, endorsements, submission of documents and other miscellaneous requests
• Conduct investigation and escalation to solve problems or errors encountered internally and externally

Singapore

• Support the Operation Manager in managing day-to-day operations of the contact centre (Goverment project - Health Industry)
• Coordinate with the Group Leader to plan and drive strategies to boost service level
• Coordinate with the Quality Service Coordinator to ensure smooth work processes and to mitigate any gap within the existing processes
• Collaborate with the escalation team to identify common challenges faced by the agents and to plan out the workarounds
• Ensure team members understands the operation's objective and work together to achieve it
• Identify possible improvements in team member's performance

Singapore

• Plan and execute fraud and risk mitigation strategies to prevent potential financial or reputational damages to both vendor and client
• Proactively conduct audit checks to detect potential risks and ensure compliance to SOP within the operations
• Conduct presentations of findings to management and propose initiatives to enhance data security and eliminate exposure to fraud risk
• Coordinate with other business units to detect potential fraudulent activities and to work on innovative projects
• Ensure SOP compliance at both local and oversea sites
• Improve operational work process involving sensitive information

Singapore

• Manage and mentor a team of Customer Service Representatives
• Assist the manager to plan and drive strategy and direction of the contact center
• Assist to drive operational key performance indicators and ensure monthly service level meets benchmark
• Prepare and analyse performance report and data trends
• Monitor and report team performances
• Performance management via 1 to 1 coaching and mentoring, team meeting/ briefing and performance appraisal

Singapore

• Handle phone-in/ email enquiries in respect of the Airlines industry via Genesys contact centre software
• Processing of airline reservations via Amadeus system
• Provide support for airline's membership program
• Manage escalated complaints and feedback
• Provide guidance to junior team members

Malaysia

• Assist with check-ins and check-outs
• Manage reservations deposit and payments
• Handle customer complaints and feedback
• Communicate with internal departments to resolve issues

Malaysia

• Installing hardware, software and cable connection
• Update computer related system
• Documenting computer related system and processes
• Inventorying and auditing of IT assets