Streamline Customer Service Operations at NUS Contact Centre

DECEMBER 2014- Embedded into the National University of Singapore’s (NUS) Contact Centre to perform deep study of end-to-end operations. Closely partnered Contact Centre Manager and Customer Service Representatives to review current processes. Applied a hybrid of onsite coaching as well as mentor-ship to support the team in eliminating waste, standardising customer management processes, and aligning CRM system flow with university governance. Reoriented NUS Contact Centre operations towards customer experience, building a dynamic and multi-layered dashboard on Microsoft Business Intelligence to monitor and understand various customer-oriented performance indicators. Pursued active advisory role in kick-starting the Centre’s knowledge management framework. Achieved a strong process culture in NUS Contact Centre, and laid down a firm foundation for continuous improvement in the university’s customer relationship function.