Alicia Tan Jia Wen

• Managed daily customer service operations, including manpower planning, shift scheduling, and floor control execution

• Supervised 4-6 team leaders and 50 frontline agents to ensure service quality, response efficiency, and KPI achievement

• Led operational planning for both day and night shifts, ensuring smooth workflow and issue escalation management

• Oversaw AI quality control processes, including output validation, issue identification, and optimization feedback

• Established standardized workflows and reporting structures to improve team execution consistency

• Monitored team performance, service metrics, and productivity trends to drive continuous improvement

• Coordinated cross-functional communication between management, operations, and technical support teams

• Managed customer escalations and complex service cases to maintain customer satisfaction and retention

• Conducted team coaching, performance reviews, and leadership guidance for team leaders

• Supported overtime planning, manpower allocation, and operational cost control initiatives

• Drove process improvement projects to enhance service efficiency and reduce recurring operational issues

• Translated management directives into actionable execution plans for frontline teams

• Offered precise guidance on alternative solutions to resolve issues.
• Utilized established scripts to address frequent customer questions.
• Sustained service standards through consistent quality checks.

• Facilitated team collaboration to manage diverse groups effectively.
• Addressed customer complaints swiftly to enhance loyalty.
• Supported process improvements to increase team efficiency for 100 individuals.
• Assisted in refining operational procedures for streamlined workflows.
• Contributed to developing a digital filing system for company-wide use.
• Helped in drafting procedural statements for organisational guidelines.
• Aided in planning strategies for revenue generation and growth.
• Participated in shaping organisational policies for administrative control.
• Streamlined processes to improve office operational efficiency.
• Investigated operational issues and prepared reports for problem resolution.

• Evaluated properties' conditions with thorough inspections before listing them for sale or rent.
• Managed client portfolios, ensuring satisfaction and retention of customers.
• Facilitated open house viewings for potential buyers to engage interest.
• Coordinated appointments with prospective buyers to showcase properties on the market.

• Conducted comprehensive property viewings, securing numerous sales.
• Assessed client needs and financial abilities, offering tailored advice accordingly.
• Arranged mortgage consultations to assist clients in understanding their financing options.
• Evaluated properties' conditions with thorough inspections before listing them for sale or rent.
• Negotiated successful property deals by building strong relationships with clients.

• Streamlined customer feedback process, enhancing product development efforts.
• Increased product knowledge by conducting in-depth market research.
• Provided technical support to enhance user experience.
• Improved sales processes with detailed product demonstrations.
• Achieved monthly sales and performance KPIs for improved team success.
• Kept clear, detailed customer records to maximise future sales opportunities.

• Promoted up-sell opportunities during customer interactions, boosting overall revenue generation.
• Provided after-sales support, enhancing customer satisfaction and loyalty.
• Developed comprehensive knowledge of product offerings to facilitate customer decisions.
• Educated customers about product features and benefits, driving informed purchasing decisions.
• Regularly updated professional knowledge through workshops and seminars for enhanced performance.
• Optimised sales presentations using persuasive communication techniques.
• Enhanced brand visibility by participating in trade shows and conferences.
• Adapted sales techniques to specific clients and promoted products based on individualised client needs.