Simon Betts

Leading a team of seven complaints officers across APAC including Singapore, Japan, and Estonia, achieving 95% complaints handled within 15 days across multiple countries. Designed and implemented team scorecards, represented the company during regulatory adjudications and audits, developed knowledge of regional compliance bodies, and cultivated an inclusive, transparent team culture. Responsible for monitoring KPIs, mentoring team members, analyzing root cause of SLA breaches, and presenting data to the APAC Risk Oversight Group and local boards.

Managed a team of six customer experience agents across Singapore, Australia, and India handling omnichannel support. Improved customer satisfaction scores consistently above 85%, cut resolution times by 20%, and reduced turnaround times for global case transfers by 70%. Developed new specialist roles to enhance customer experience and maintained strong relationships with courier stakeholders. Handled escalations, cross-functional collaboration, and operational support while also taking on frontline duties during resource shortages.

Led customer care teams across Singapore, Korea, Taiwan, and India, serving major APAC clients such as NUS, NTU, Samsung, Apple, and Pfizer. Developed onboarding programs and internal processes, globally rolled out Slack as a communication tool, and trained staff on customer communication best practices. Managed KPIs, escalations, and training sessions to improve team performance and customer satisfaction over an 8-year tenure with increasing responsibilities.