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Deivani Mutusamy | Gengen

Deivani Mutusamy

Customer care lead | NCS PTE LTD
West / Jurong, Singapore

Summary

I am an experienced and dedicated Contact Center Team Lead with over 15 years in the customer service industry, including progressive growth from frontline support to leadership roles. I began my career as a Customer Service Officer in 2010, advancing to the email support team and ultimately being promoted to Team Lead in 2020. 

Currently leading a team of 14–15 members, with a strong focus on maintaining service quality during high-volume periods. I have expertise in team management, coaching, workload distribution, and CRM system utilization. 

Experience

  1. logo
    Customer care lead NCS PTE LTD
    2010 - Present • 15 yrs 6 mos | Full-time
    Ang Mo Kio, Singapore
    • Manage a team of 14 agents, overseeing daily operations and ensuring service standards are consistently met.
    • Assign and monitor incoming customer emails using CRM system, ensuring efficient task distribution and timely resolution.
    • Train team members on proper email etiquette and CRM navigation; provide coaching and performance feedback.
    • Review and vet email responses for professionalism and accuracy before they are sent to customers.
    • Respond to internal department communications and assist team with complex or escalated cases.
    • Monitor service levels and prepare manpower updates, OT forms, and coaching documentation.
    • Conduct regular case findings and follow-up investigations to resolve past or ongoing issues.
    • Promote team welfare and morale through proactive support and clear communication.
    • Deliver monthly reports on enquiry trends and volume surges to management.

Languages

  1. English
    Very good command
  2. Tamil
    Good working knowledge

Skills

  1. Customer Relationship Management
    Experienced
  2. Microsoft Teams
    Skillfull