Wungreiphy Shinglai

Reporting:

• - Provide effective, accurate and constructive feedback to the Team Managers and create action plans to ensure continuous improvement while driving for positive employee satisfaction
• - Consolidate quality metrics from all areas and prepare reports for management tracking trends and ensuring the realisation of action plans
• - Support Associate Director Customer Support with business reviews
• - Support Quality Assurance Managers with reviews

Other:

• - Involve in interview sessions for Agent and Managerial levels
• - Gain and ensure excellent knowledge of systems and processes
• - Support the Customer Care Learning & Development Team with input for developing new and refresher materials
• Pragmatic with hands-on approach and sense of urgency
• Experienced in Google Suite, Back Office tools, creating and analyzing reports, spotting trends and improvement
• Mentored junior team members, fostering a culture of continuous learning and professional development within the department.
• Championed customer-focused initiatives, driving positive change through effective communication and collaboration with stakeholders at all levels.
• Spearheaded root cause analysis efforts for recurring issues, resulting in targeted solutions that prevented future occurrences.
• Championed continuous improvement efforts throughout the organization, fostering a culture of innovation and excellence that ultimately enhanced overall product quality and customer satisfaction.
• Developed and maintained detailed documentation of all QA procedures, ensuring consistent application across the organization.
• Optimized resource allocation by accurately forecasting project requirements and effectively managing available personnel and equipment resources.
• Led training sessions for new hires and ongoing professional development workshops for existing staff members, sharing expertise in quality assurance methodologies and techniques.
• Conducted comprehensive audits on existing systems, leading to significant improvements in overall performance and reliability.
• Collaborated with cross-functional teams to ensure seamless integration of quality assurance measures throughout the development lifecycle.
• Evaluated emerging technologies and tools related to QA processes, recommending strategic investments that improved operational efficiency without compromising product excellence.
• Managed conflict resolution among team members when necessary; maintained a positive and productive work environment that fostered collaboration and professional growth.
• Determined quality department standards, practices, and procedures.
• Established and tracked quality department goals and objectives.
• Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
• Applied coaching techniques and tools to support managers and team members in improving performance.
• Investigated customer complaints and performed corrective actions to resolve quality issues.
• Performed root cause analysis to identify and resolve quality issues and defects.
• Implemented new quality assurance and customer service standards.

• Investigated customer complaints and performed corrective actions to resolve quality issues.
• Performed root cause analysis to identify and resolve quality issues and defects.
• Recorded, analyzed, and distributed statistical information.
• Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
• Collaborated with cross-functional teams to develop and implement process and system improvements.
• Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
• Implemented new quality assurance and customer service standards.
• Collaborated with cross-functional teams to identify root causes of product issues, leading to timely resolutions and continuous improvements.
• Trained team members on quality assurance principles, fostering a culture of accountability and high performance.

• Offered comprehensive support during unforeseen circumstances such as cancellations or delays further strengthening customer loyalty.
• Provided exceptional customer service by proactively addressing client inquiries via phone calls or emails in a timely manner.
• Collaborated with team members to share knowledge, ensuring that all staff were up-to-date on industry trends and best practices.
• Developed strong relationships with clients through excellent communication skills, resulting in repeat business and referrals.
• Maintained accurate records of bookings, payments, and any changes made during the planning process for easy reference later on as needed.
• Resolved customer issues promptly, maintaining a high level of professionalism and empathy.
• Followed up with customers to increase customer service with travel plans.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Assisted clients with flight changes and cancellations to minimize travel disruptions.
• Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
• Promoted dedicated customer service and support by promptly resolving customer complaints.

• Resolved client issues quickly and professionally, maintaining a high level of customer satisfaction.
• Developed strong relationships with clients through excellent communication and follow-up, resulting in repeat business.
• Participated in professional development opportunities to stay current on industry best practices.
• Delivered exceptional customer service by going above-and-beyond client expectations at every opportunity.
• Assisted clients with flight changes and cancellations to minimize travel disruptions.
• Promoted dedicated customer service and support by promptly resolving customer complaints.

• Increased overall sales by designing tailored travel packages that catered to clients'' unique needs and preferences.
• Resolved any issues or concerns swiftly, going above and beyond to ensure complete client satisfaction at all times.
• Enhanced client satisfaction by providing personalized travel recommendations and exceptional customer service.
• Stayed current on industry trends and emerging destinations, making informed suggestions for clients seeking unique experiences.
• Demonstrated flexibility in adapting to evolving client needs, resulting in lasting business relationships and a strong reputation in the travel advisory sector.
• Managed complex travel itineraries effectively, ensuring smooth and efficient trips for high-profile clients.
• Ensured compliance with company policies as well as local regulations pertaining to international travel.

• Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
• Conducted KYC verification for Singapore customers.
• Assisted customers to close accounts.