Customer Service and Operations Manager

Directed daily order management operations by allocating workloads, monitoring productivity, tracking deliverables, and supporting the timely completion of business requirements. Maintained team trackers and performance metrics to improve visibility of workload status, deliverables, and follow-up needs.

Prepared reports and presentations for Singapore-based directors and coordinated with Singapore sales personnel and managers to support product fulfillment and resolve process concerns. Coached team members, developed action plans for performance gaps, and identified operational bottlenecks and improvement opportunities.

Led daily financial account operations, coordinating team activities to support service quality, productivity, and process efficiency. Monitored KPIs, conducted coaching, provided performance feedback, and facilitated team huddles covering business updates and operational priorities.

Oversaw real-time queue management and adherence monitoring while addressing operational issues and customer-related disputes. Used performance data and workload information to prioritize follow-up actions and maintain workforce alignment.

Provided inbound banking support for customer transactions, billing inquiries, disputes, and account-related concerns while maintaining service quality and regulatory compliance. Applied banking policies and procedures to process requests accurately and resolve customer issues.

Managed escalated concerns using policy knowledge, problem-solving, and clear communication. Coached new hires on banking processes, customer service practices, and performance expectations to support effective onboarding and readiness.

Delivered technical support for GoPhone prepaid mobility services, troubleshooting service issues and helping customers configure features and device settings. Educated customers on usage, rate plans, promotions, and service options.

Handled escalated service complaints and customer concerns by applying troubleshooting, problem-solving, and communication skills to identify suitable resolutions and improve the customer experience.

Provided administrative support for report submissions, compliance tracking, document coordination, and daily operational requirements. Assisted with training information, document consolidation, and policy coordination.

Maintained organized records and tracked requirements to support compliance, accurate documentation, and timely completion of assigned administrative activities.

Assisted with training material preparation, event coordination, evaluation tracking, and administrative requirements for learning and development activities. Coordinated logistics, speakers, schedules, and training-related records.

Maintained training databases and documentation to support accurate follow-up, effective coordination, and smooth delivery of training activities.

Completed a Bachelor of Science in Business Administration with a major in Management.