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 clear, actionable advice tailored to your unique goals. Let's simplify the complexities of finance and set you on the path to lasting success.Ready to take control of your financial future? Let's make it happen!Feel free to reach out to me here today! Send me a message on LinkedIn. Let's start this exciting adventure to achieve your financial goals together! 😉

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• Conduct trainings for offshore team• Facilitate calibration sessions for Life and Health Insurance call centre• Prepared SOP for call centre operations• Oversee social media enquiries, mobile application and Google map reviews

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• Handle MP and Minister level escalations• Conduct regular transaction monitoring and call reviews to ensure that due procedures and quality standards are strictly adhered to• Provide 1-1 coaching and conduct team coaching sessions• Manage fair and consistent application of performance management and disciplinary measures against performance lapses.• Work across departments to improve work processes and enhance efficiency• Manpower forecasting and scheduling• Manage team member's feedback to improve overall working environment• Regularly generate reports to update the clients on the operation's service levels

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• Perform transaction monitoring for quality assurance and guideline compliance• Identify and work on possible process improvement• Liaise with internal/ external business units and stakeholders to resolve complex cases• Resolve complaints or feedback escalated to managerial or board committee level• Manage staff feedback and resolve any internal issues or conflicts• Perform administrative duties and other ad-hoc duties

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