Ng Naviii

With 60 months of experience in the BPO industry, I am seeking to leverage my skills in a reputable international organization. I am committed to professional growth and eager to embrace new challenges that enhance my expertise in customer service, communication, and problem-solving. My goal is to contribute effectively while expanding my career opportunities in a dynamic global environment.

Team Lead - Money Maestro Consulting Services - Dubai

(2025-11 - 2026-04)

Led and managed a telesales team specializing in mortgage consultancy across seven Emirates in Dubai.

• Delivered accurate mortgage interest rates by analyzing EIBOR benchmarks to provide competitive client offers.
• Facilitated client onboarding by coordinating the completion of application forms and submitting them to partner banks.
• Collaborated with banks to supply essential documentation, including Chief Technical Officer (CTO) certificates and average balance statements.
• Oversaw the approval process by tracking pre-approval status, submitting Forms of Loan (FOL), and ensuring timely disbursement of funds.
• Ensured seamless disbursement of mortgage amounts directly to client accounts or developers, enhancing customer satisfaction and operational efficiency.

Team Lead - Concentrix

(2023-01 - 2025-09)

• Promoted to Team Lead, overseeing a team of 30 executives to drive performance and productivity.
• Manage multiple teams simultaneously, delivering constructive feedback to enhance individual and group outcomes.
• Recognize and appreciate employee achievements to boost team morale and engagement.
• Conduct one-on-one sessions with quality assurance teams to support executive development and improve operational standards.

Senior Executive - Concentrix

(2022-04 - 2023-01)

• Resolve customer queries efficiently through chat, ensuring clear and timely communication.
• Conduct proactive follow-ups on pending issues to expedite resolution and enhance customer satisfaction.
• Manage and track multiple customer concerns simultaneously, reducing average resolution time by [X]%.

Customer Care Executive - NTT DATA GLOBAL DELIVERY SERVICES PRIVATE LIMITED

(2020-01 - 2022-04)

• Delivered exceptional customer service as a Customer Care Associate, effectively resolving inquiries and issues.
• Assisted an average of 50 customers daily, ensuring high satisfaction and retention rates.
• Utilized CRM software to manage customer interactions, improving response time.

Customer Care Executive - Healthians

(2018-08 - 2019-12)

• Address customer inquiries related to test procedures, package options, and report interpretations
• Provide clear and accurate information to enhance customer satisfaction and reduce follow-up queries
• Resolve issues efficiently, improving overall customer experience and retention rates

B.Tech/B.E. - Computer Science and Engineering (CSE) - Dev Bhoomi Institute of Technology, Dehradun (2017)

12th - Hindi (2013)