Angela Monica Anthony Dass

• Built strong relationships with key stakeholders to drive business success and improve regional performance through strategic initiatives.
• Reduced cancellation rates by implementing targeted retention campaigns and leveraging market insights for strategic planning.
• Managed BPO operations, monitoring key performance metrics (RSAT, AHT, Sigma, FCR) to ensure high-quality service and operational efficiency.
• Conducted regular performance reviews and supported systems and reporting to improve operations and address service quality issues.
• Led the development and implementation of OKRs for RSAT and Sigma across APAC, driving continuous improvement and aligning with regional business goals.

• Led a team of 50+ quality analysts across in-house and BPO partners, ensuring adherence to SOPs and transaction quality.
• Drove improvements in quality audits, providing coaching and aligning with KPIs and service levels for both internal and external teams.
• Managed the dissemination of SOP updates, linking non-adherence to scorecard impacts, and acted as the escalation point for operational deviations.
• Oversaw BPO performance, developed KPIs, and led special projects to improve stakeholder satisfaction and reduce incident volumes.
• Analyzed data to optimize performance, owned reporting processes, and facilitated regular reviews to ensure alignment and operational efficiency.

• Established and launched the first digital chat team for Singapore Telecommunications, managing workflows, processes, and system integration.
• Recruited, trained, and led a team of agents handling customer inquiries for home internet, Mio TV, and general services via digital chat platforms.
• Monitored KPIs such as response times and customer satisfaction, driving continuous improvement through data analysis and feedback.
• Managed escalations, resolved complex inquiries, and collaborated with cross-functional teams to align operations with service goals.
• Provided performance insights to leadership, implemented innovative strategies, and set benchmarks that enhanced customer satisfaction and operational efficiency.

Jan 2016 Additional Responsibility of Escalation Manager

• Managed high-priority complaints escalated to IMDA and Singtel top management, including the VP, CEO, and CGEO, ensuring prompt and effective resolution.
• Liaised with customers to investigate the root causes of written complaints, providing detailed analysis and solutions to address their concerns.

• Supervised a team of helpdesk agents troubleshooting internet and Mio TV services, ensuring timely and accurate issue resolution.
• Monitored and improved team performance using KPIs like first-call resolution, average handling time, and customer satisfaction.
• Conducted coaching, training, and feedback sessions to enhance agents’ technical skills and problem-solving abilities.
• Acted as the escalation point for complex technical issues and collaborated with stakeholders to streamline processes and improve service delivery.
• Analyzed performance data, implemented improvement initiatives, and prepared reports to achieve and exceed departmental goals.

• Led a team of customer service agents managing inquiries for Singapore telecommunications home services, including internet and Mio TV.
• Monitored agent performance using metrics like response time, resolution accuracy, and customer satisfaction while providing regular coaching and feedback.
• Implemented strategies to improve performance, achieve KPIs, and optimize operational efficiency.
• Resolved escalated customer issues, communicated service updates to the team, and ensured adherence to policies and guidelines.
• Prepared performance reports, facilitated training sessions, and fostered a collaborative work environment to maintain high service standards.

• Supervise and support a team of Inbound and Telesales Executives, ensuring quality sales and service delivery .
• Drive team performance by coaching and motivating members to meet KPIs in sales, productivity, attendance, and adherence.
• Resolve escalated inquiries, ensure team adherence to company policies and procedures, and promote product knowledge.
• Monitor team goals through regular reviews, maintain accurate tracking reports, and assign leads fairly.
• Assist in addressing customer inquiries and complaints related to Maxis Broadband services while overcoming objections to products.

• To convince customer on the sale for IBM server & Landrover cars
• Assisting in updating data entry for company details - Oracle Database
• Additional role: Conduct training for new agent