Cherylene Hoe

Cherylene Hoe currently serves as the Service Center Manager at GREAT EASTERN, where she plays a pivotal role in overseeing the daily operations of the company's customer service center. With over two decades of experience in the contact centre industry, Cherylene brings a wealth of expertise in team leadership, customer service excellence, and operational efficiency. Her primary responsibility involves managing a dynamic team dedicated to delivering seamless support to walk-in policyholders and financial representatives, ensuring their inquiries, requests, and issues are addressed promptly and effectively. Cherylene's keen focus on monitoring performance metrics allows her to uphold high service standards, optimize workflow processes, and drive continuous improvement initiatives. She is also adept at managing escalations, resolving complex customer concerns, and maintaining business continuity through strategic planning and risk mitigation.

Throughout her career, Cherylene has demonstrated a strong ability to align operational goals with organizational objectives, leveraging her skills in people management and telemarketing to foster a motivated and customer-centric team environment. Her expertise in sales and customer engagement complements her operational responsibilities, enabling her to identify opportunities for upselling and cross-selling while maintaining a focus on customer satisfaction. Cherylene’s leadership at GREAT EASTERN exemplifies her commitment to delivering exceptional service quality, enhancing operational efficiency, and supporting the company's growth in a highly competitive insurance industry. Her strategic approach and industry-specific knowledge make her a valuable asset in driving service excellence and operational resilience.