1. Personal Particulars
Irene Neo
Mobile : 91441228
Date of Birth : 25 August 1973
Marital Status : Single
Email: Myfairlady2508@yahoo.com.sg
Academic Background
2005 ~ 2006 Singapore Institute of Management, Bachelor of Business Management
Specialization in Marketing (RMIT)
2002 ~ 2004 Singapore Institute of Management, Diploma in Business Management
1995 ~ 1996 Singapore Institute of Commerce, Advanced Certificate in Marketing
1988 ~ 1991 Ahmad Ibrahim Secondary School, GCE ‘O’ Level
Work Experience
Jan 2013 to current AIA Singapore
Customer Service Manager, AIA Vitality Project
Key responsibilities (Prior to launch, reporting to HOD and Head of Project)
 Recruited, trained the team of 4, to handle all operational queries within 2 months.
Established and improved Service Levels from 5 days to 3 days. all KPIs met
consistently from November 2013 till date
 To oversee and ensure that the team deliver New Business processing, Membership
servicing such as endorsement, payment issues met the Service Level Agreement
 Constantly work with team to review policy servicing workflow to help enhance the
overall efficiency.
 As part of the project team representing Operations support hence involved in all
meetings to recommend solutions to better run the Operations team
 Part of UAT (User Acceptance Test) test group to provide feedback, analyses and
review for systems enhancement and adhere to project timeline
 Establish regular communications and operational structure with Operations team
members/business partners to draw up SOPs and SLAs to measure KPIs
 Visit and set up KL call centre to set up the call centre team (trained on product
knowledge and soft skills for a team of 4 staff)
 Review the Scope of Work (SOW) and SLA with Call centre
 Implementation of the Quality Assurance process for the team
 Liaison with various internal departments to understand the BAU flow so to ensure
minimum impact on the current work flow with the launch of Vitality Program
 Training of the BAU Operations and Customer Service team in preparation for the
launch
 Part of pilot launch test group to gather feedback (i.e sign up for partners services to
test the system integration efficiency, visited outlets to test the system integration)
 Set up Interactive Voice Recording (IVR) for Vitality Program
Post Launch (17 July 2013 onwards)
 Marketed and created awareness and drive sales

2.  Oversee the daily operations to ensure efficiency
 Ensure regular and consistent Weekly/monthly Management reporting
 Oversight and review process, Twice weekly call reviews with team leader in KL
team on call quality and productivity
 Weekly meeting with project team to updates on operations matters, marketing
campaigns and highlight on outstanding issues
 Maintenance of the portal (knowledge management) to ensure that all information are
up-to-date for servicing purpose
 Manage escalated complaint cases (service recovery)
 Assist in managing common mailbox (responding to members queries average of 450
emails per month)
 Promote retention of membership afford within the team and achieve 80% retention
 Regular review of team members progress and plan for career progression
Health@work committee
 Member since Jan 2014 and participated and planning in most events and Night
cycling and sports day event being one of the highest participation rate
June 2000-Dec 2012 United Overseas Insurance Limited, Assistant Manager (2009-2012)
 Manage telemarketing and Direct Mail Campaigns to achieve sales target
 Lead a team of customer service officers to provide support to the telesales team
which includes issuance of policies, endorsement, billing and policy servicing.
Constantly review the workflow to cater for higher New Business volume to ensure
that all polices are sent out within 3 working days.
 Key liaison person with vendors on system enhancement & UAT test
 Identify training and development needs and assist in manpower planning to meet
future requirements
 Part of product development team for personal lines business
 Responsible for any other duty allocated by the Managing Director so as to contribute
to the overall corporate objectives
 Conduct regular meeting with Call Centre Team Managers to ensure that sales target
were achieved and address issues pertaining to telesales staff and incentive structures
 Manage third party call centre for cross selling campaigns to ensure sales figures and
quality of calls
 Initiated an in-house retention program to retain members lapsed policy
 Responsible for P&L for Direct Marketing Department/staff recruitment
 Responsible for career development of the customer service team by conducting
monthly one to one review and schedule for relevant courses to attend
 Part of the team in “Do Not Call” DNC regulatory requirement implementation
2004-2008
New role as TM Campaign Management to ensure that all campaigns is roll out timely
 Conduct regular meetings with Call Centre Team Managers to ensure that sales target
are met and addressed issues pertaining to staff performance and incentive structures
 Regular visits to call center to review call quality
 Staff recruitment and product training for customer services team and telesales team
 Monthly reporting to Managing Director on sales figures
 Plan and set the data base selection criteria for TM campaigns
 Liaison with Compliance for every new product launch on the telemarketing script
and all the relevant documentations
 Implemented SOP to ensure efficiency in work flow

3. 2000-2003 (department was newly set up less than 1 year with 2 headcount)
 Key person in handling incoming/outbound calls on queries on policy details
 Processing of new business applications, endorsements and billings
 Managing common mail box enquiries to ensure all SLA are met
 Processing of monthly billing and reconciliation
 Prepare monthly management reports
 Complaints management
 Call review at call centre to ensure quality is not compromised
May 97 ~ Jan 2000 The Quay Bar Pte Ltd, Administrative Executive
 Assist in the pub daily operations, planning of duty roster, stock order, banking and
staff welfare
 Manage staff recruitment, payroll, suppliers, licenses, rental, etc
 Manage the promotional activities such as membership recruitment, weekly
promotions
 Manage private function activities to ensure that the event is successful
 Loyalty programme to maintain existing members
Feb 96 ~ Apr 97 Unilever Singapore Pte Ltd, Commercial Planning Coordinator
 Involved in monthly marketing forecast meeting
 Coordination between shipping companies to ensure that goods arrived in time for
launches and to meet the market demand
 Prepare monthly inventory report
 Manage the warehouse stock inventory to ensure stock level is sufficient
 Assist brand mangers to coordinate the promotional activities and attend new product
launches events
Mar 94 ~ Dec 95 Standard Chartered Bank, Customer Service Assistant
 Handling customer’s queries pertaining to loan redemption
 Liaise with law firms on payment/title deeds
 General administrative duties
Jan 93 ~ Dec 93 Hotel New Otani Singapore, Junior Secretary
 Provide secretary duties to hotel guest in the Business Centre
 Assist the Business Centre Manger in the day to day operations
 Provide secretary duties to General Manager in the absence of GM’s secretary
Achievements
1) Mission Trip to Call Centres visits in Malaysia 7-10 June 2005
- In 2006 tasked to assist our sister company in KL to set up their telemarketing business. Process Flow
(Telemarketing),After sales support (Customer Service)System,Recruitment
2) In 2007, lead a pilot project to test run a 24/7 call centre for travel insurance for 3 months.
3) Key participation in a new system integration project.
4) Team of the Quarter 2013 for the successful launch of Vitality Programme
Additional Certifications
 Certificate of Accomplishment from Nanyang Polytechnic for
Call Centre Specialist Manpower Programme (Supervisor)
 Certificate in General Insurance
 Certificate in Health Insurance

4.  National Skills Recognition System (Provide Quality Customer Service)
Language:
Spoken :English, Mandarin, Malay, Cantonese, Hokkien
Written :English, Chinese