StarHub, Singapore

StarHub is one of the major players in Singapore's telecommunications market and is a leading telecommunications and digital services company. It provides a wide range of services, including mobile, broadband, pay TV, and enterprise solutions.

Operational Excellence

• Ensured 99.8% service uptime for multiple customer service (CS) hotlines, IT systems, telephony, and network infrastructure accomplished through proactive monitoring, regular maintenance, and the implementation of robust redundancy and failover mechanisms

• Established ISO certification and process adherence across CS departments leading the way for the Customer Service team to be fully ISO-certified.

• Designed RFPs and reviewed proposals and applications that were to be rolled out to the CS department.

Collaboration & Cross-Functional Leadership

• Integrated CS IT systems during the StarHub-SCV merger, ensuring a seamless and uninterrupted transition. This involved coordinating the consolidation of disparate systems, platforms, and processes into a unified infrastructure.

Senior Systems Support Consultant

Responsible for the overall management of communication and IT systems for the Customer Service Department played a critical role in ensuring seamless and efficient customer interactions. My responsibilities included maintaining, optimizing, and enhancing the technological infrastructure that powers customer service operations.