Ruqaiya Anware

• Lead a high-performing team of 12 digital support staff, recognized as “Team Lead of the Quarter” for outstanding results.

• Analyzed Net Promoter Score (NPS) data to identify trends and root causes, driving targeted improvements in customer experience.

• Oversaw quality assurance through audits, live monitoring, and floor walks, ensuring adherence to service standards.

• Coached agents through 1:1 sessions, performance improvement plans (PIPs), refresher training, and targeted feedback loops.

• Facilitated daily huddles and briefings to communicate goals, share insights, and reinforce best practices.

• Managed administrative tasks, including performance reporting, workforce planning support, and process documentation, to enhance operational efficiency.

• Led a team of 12 voice and digital (email/chat) support agents, ensuring consistent service quality across channels.

• Developed and delivered coaching sessions and training programs that enhanced agents' product knowledge, communication skills, and compliance understanding.

• Facilitated daily briefings and huddles to ensure team alignment on priorities, updates, and performance expectations.

• Coordinated administrative operations such as scheduling, reporting, and documentation to maintain efficient workflow.

• Managed administrative operations including scheduling, reporting, and documentation to support smooth workflow.

• Foster an inspiring team environment with open communication
• Motivate team members and provide coaching and training as needed
• Monitor team performance and provide constructive feedback to increase productivity and maintain quality standards.
• Monitored team performance and reported on key metrics to inform strategic decisions
• Conducted coaching and training sessions to enhance team member skills.
• Actively listen to team members' feedback and address any issues or conflicts
• Recognized high performance and rewarded accomplishments to motivate team members
• Proposed and organized team building activities, enhancing cohesion and collaboration
• ACHIEVEMENTS Recognized as the Best
• Performer in Average Handling
• Time and Customer Satisfaction for the year 2018, 19
• Awarded as the Best Performer in Highest Call Taking for the year
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Trained new team members by relaying information on company procedures and safety requirements.
• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.

Managed email correspondence for the team.

• Looking after the TAT and the Productivity of the Email Team.
• Rigorous monitoring of the Email Quality, providing FCR to the customer.
• Training the Email staff regularly to ensure smooth operations.

• Working with the staff in improving the AHT and Concurrency.
• Extensive focus on the CSAT and FCR.
• SOP formation and handling reviews with the clients.
• SOP formation and handling reviews with the clients.

• Recognized as the Best QA by Singapore Airlines.
• Achieved top performer status for 2022-23, recognized for outstanding contributions to team success.
• Nominated for Singapore Airlines CEO award for Special Handling Team; provided exceptional support to customers through efficient service delivery.
• Received a nomination for the Singapore Airlines CEO award for the Special Handling Team.
• Recognized as Subject Matter Expert for 2019, demonstrating extensive knowledge in quality assurance.
• Expert (SME) of 2019
• Recognized as the Top Performer for highest call taking and C-Sat in 2020.

• Analyze quality and performance data to support operational decision-making.
• Monitor agent performance and conduct inspections for quality assurance purposes.
• Evaluate transactions handled by CSR and provide timely feedback and coaching for improving CSAT
• Led training sessions to enhance staff skills and knowledge as needed to meet client goals
• Conduct Knowledge Checks to ensure CSRs are up-to-date with accurate information
• Attend internal and client calibration calls to ensure consistent customer interactions aligned with expectations
• Compiled and distributed weekly feedback to team leaders and managers to enhance service quality and efficiency
• Monitored KPIs to proactively address bottlenecks and quality issues.

• Supported L1 staff in resolving complex reservations and ticketing issues, enhancing customer satisfaction through effective solutions
• Handled supervisor calls and escalations, ensuring swift resolution of customer concerns and maintaining service quality
• Provided immediate support to staff through floor walks and Virtual Dial Network, enhancing operational efficiency.
• Collaborated with Singapore Airlines DMs for approvals, delivering personalized services that improved customer experiences
• Collaborated with Singapore Airlines DMs to check for approvals and provide personalized services to customers
• Managed cases involving CEO and Personal Data Protection Act (PDPA) compliance.
• Prepared detailed investigation reports to support decision-making processes.
• Created, prepared, and delivered reports to various departments.

• Handled customer requirements and requests via calls, emails, and chats, ensuring prompt and effective resolutions.
• Provide First Call Resolution (FCR) to passengers regarding their bookings.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Facilitated ticket sales by accepting multiple payment types
• Arrange reservations and routing for passengers in cases of cancellations or voluntary changes
• Managed flight delays and schedule changes, arranging alternative routing for passengers
• Followed up with customers on resolved issues to ensure satisfaction and uphold high standards of service.