Zemmonett De Leon Email & Phone Number

Singapore, Singapore

Singapore

• Customer service management in Social Media space.
• Proficient with Social Media tools such as Sprinklr and Oracle SRM
• Actively monitor emerging trends within both quantitative and qualitative data sets. Proactively research and communicate trends and anomalies.
• Proficient in management and gathering of raw data on social media space to ensure that brand identity remains sparkling clean and customer service level is always at its best. Adept in mitigating online crisis against.

Singapore, Singapore

• Handling MAS complaints. Once case is settled, to provide MAS update on the investigation and findings.
• Handling Presidential Complaints. This covers resolution and timely updates. Once the complaint has been resolved, communicated, and accepted by the complainant, will provide a written report to Senior Management.
• Point of contact for customer complaints and call escalations.
• Identify pain points and develop resolution for customers' issues.
• Work with other lead team members to deliver quality services based on the stipulated T&Cs of the bank's products and services.
• Monitor quality management of calls and correspondences with customers.Manage and train customer service officers to maintain quality of service.’

• Present analysis to all levels of management summarizing analytical approach, data metrics, and key action items.
• Increase internal customer-first thinking, tell the story through VOC data analysis and reporting, conduct root cause analysis, and recommend key opportunities for improvement.
• Utilize both internal and external data sources to generate and analyze information about customer segments, product and service usage and patterns.
• Support all the organization's feedback forums including the social media to have a better view of customer's sentiment.