Fadzilla Ersalle Email & Phone Number

Industries - banking, public transportation, lifestyle and leisure, logisticsA passionate and results driven professional with strong stakeholder engagement, vendor management and service quality experiences. She has years of experience in customer service and contact centre, driving service excellence.Currently attached to the ServiceSG department under the Public Service Division, she partners Govt agencies to deliver an array of citizen-centric services through a one-stop contact centre. She works closely with the outsourced vendor to onboard agencies to the contact centre and ensures that the vendor meets and exceeds their service levels to provide excellent service to citizens via the agencies’ call or email platforms.Her current projects include driving service quality initiatives for the contact centre, onboarding partner agencies to a new case management system, working on enhancements to the system and integrating Singpass authentication to the phone IVRS to verify citizens’ identity.