Client service consultant

• Jul 2023 - Present

Customer Service Representative

• Oct 2022 - Jun 2023

 Attended all incoming calls at the customer center desk and resolved over 50 queries per day.  Exceeded customer satisfaction goals by 15%, through strong positive relationships with customers and innovative service solutions.  Reduced customer complaint resolution time by 30% through developing effective customer relationship management strategies.  Effectively communicated customer feedback and inquiries to relevant departments when needed, resulting in organized and timely responses.  Remained courteous and calm, even during moments of customer dissatisfaction.  Managed successful relationships with customers by responding swiftly to inquiries and using quality assurance to maintain efficiency.  Facilitated customer upsell and cross-sell processes, increasing product sales by 20%.  Recommended potential products or services to management by collecting customer information and analyzing customer needs.  Trained and mentored new customer service representatives, improving their performance by 30%.  Participated in team meetings and training sessions, gaining insights into customer service best practices.  Prepared product or service reports by collecting and analyzing customer information. Show less

Customer Service Representative

• Apr 2021 - Sep 2022

Involved in active brand marketing to new and existing clients to maintain relations.  Answered 20+ calls daily in a high-volume call center environment, with an average customer satisfaction rating of 95%.  Attended to 30+ emails and social media platforms messages daily.  Resolved customers’ complaints by identifying problems and taking appropriate corrective action, increasing the client retention ratio by 50%.  Memorized entire line of company services, including prices and special discounts.  Generated sales leads that develop into new customers.  Attended to walk-in clients and make sure enquiries are rectified or handed over to the relevant departments for processing within stipulated times.  Handled customer complaints and provide appropriate solutions within the time limits, following up to ensure resolution. Show less

Graduate trainee

• Mar 2019 - Feb 2021

Gained knowledge in IPEC compliance, administration, technical services, and pension payroll processing.  Maintained the risk ledger portfolio through technical administration (providing risk technical assistance to pension fund administrators, determining free group life assurance (GLA) cover limits, assessing and requesting medical requirements, assisting in GLA portfolio management, providing GLA quotations, risk assessment, and processing all pension funds).  Administered pension fund: monthly update of pension data received from employers: member records update, calculating interest earned on the fund, accumulating contributions with interest, producing annual reports of pension funds that will be issued out as member benefit statements, calculating terminal benefits, client relationship management.  Pensioners payroll servicing (policy creation for new pensioners and maintaining existing policies) is done monthly.  Pension Payroll Processing, renewing, or amending existing policies for clients through biometric registration, attending to queries of clients at different levels, and solving those within my competence (monitor and improve process cycle times on a daily basis, providing pension quotations).  Offered consultancy services, participating in trustee meetings, trustee training, and engagement with employees.  Participated in marketing presentations, product creation, quotation preparation, and client data collection. Show less

Internship Trainee

• Aug 2016 - Jul 2017

Specialised in short-term insurance brokerage.  Maintained clientele portfolio, and kept detailed computer records of the clients in our books.  Renewed or amended existing insurance policies for clients within the portfolio.  Collected insurance premiums and forwarded them to the respective insurers.  Sourced new business prospects, and built and maintained business relationships with clients Specialised in short-term insurance brokerage.  Maintained clientele portfolio, and kept detailed computer records of the clients in our books.  Renewed or amended existing insurance policies for clients within the portfolio.  Collected insurance premiums and forwarded them to the respective insurers.  Sourced new business prospects, and built and maintained business relationships with clients