Relationship Manager

• Jul 2021 - Present

Financial Planner

• Nov 2019 - Mar 2021

Financial Advisor

• Feb 2019 - Nov 2019

Customer Service Specialist

• Apr 2017 - Dec 2017

Responsibilities: ● Respond promptly to customer inquiries by analyzing and researching information to solve customer’s request, by telephone, email or via online bookings ● Perform service requests for JAGUAR / LAND ROVER After Sales customers ● Receive and handle incoming telephone calls and transfer to relevant team ● Ensure service levels meet requirements; propose and implement action plan when required ● Prepare and submit regular reports to upper management including Sales reports ● Manage ongoing relationships with customers and recommend improvement ● Creation and documentation of day to day operational procedures ● Attend to walk-in customers, and perform ad-hoc admin activities ● Assist the Customer Service Manager in evaluating and improving the current practices and processes Achievements: ● Customer Experience Improvement Program (CEIP) Gold Star Awardee for month of November 2017 for providing an exemplary customer service, delivering extraordinary experiences to our customers ● Contributed in achieving the After Sales 2,700 Sold Hours Target for month of May, June, August and September 2017 as part of the monthly Group’s Key Performance Indicator (KPI) Show less

Executive Financial Advisor

• Jun 2015 - Apr 2017

Responsibilities: ● Provide knowledgeable, objective financial advice and customized strategies to consumer segments that demand the highest-quality service ● Conduct good presentation on Basic Financial Needs like Income Protection, College Education Funding, Retirement Preparation and standby funds for critical illness ● Help clients to identify their financial needs by measuring the four basic financial needs, put it into financial terms, and prepare a financial plan for each prospect clients ● Effectively do the follow up meeting request. Create, start and maintain each customer’s database Achievements: ● Awarded Top Seasoned Advisor Executive Club December 2016, AXA QSSR Silver Award June 2016 and Certificate of Recognition April and October 2016 for Case Count Top Achiever ● 2016 AXA Mid-Year Sales Convention: Taipei Rush Qualifier (ranking as Top 33 Financial Adviser Nationwide) Show less

Customer Services Executive

• Apr 2012 - Apr 2015

Responsibilities: ● Perform multiple cross-functional roles within the group related to customer service and administrative tasks ● Perform front-desk activities, including service calls and answering to inquiries ● Resolving customer queries by providing an excellent 5-Star-Service ● Responsible for the hotel guests welcome and check-in formalities as per scheduled appointments ● Perform guest conflict resolution by addressing customer's grievances through an empathetic professional approach and problem solving with an aim to rebuilt client trust and prevent the loss of valuable key accounts ● Records management of guest including transactions, comments, inquiries and complaints ● Responsible for managing and processing all payment transactions and/or payment disputes ● Participated in addressing unresolved issues to the designated resource by communicating with internal departments to consistently satisfy guest expectations ● Provide advice to team members and maintain a positive go-getter attitude; help all team members to reach monthly sales target, achieving a win-win outcome for both the hotel and staff profitability Achievements: ● Commended multiple times with awards for obtaining 100% ResMax Audit for perfect handling of audit calls, which made a significant improvement in elevating the score from 91.4% (2013) to 94.2% (2014) ● Consistently applauded by hotel senior management for providing excellent customer service and demonstrating highest level of customer care thereby maximizing revenue ● Played a vital role in achieving Forbes 5 Star Rating for Spa categories for three consecutive years ● Earned reputation as key player of the Concierge Team that always achieves highest product sales record ● Redesigned the scheduling system for the operations, ensuring accuracy in appointments and operation Show less

Senior Customer Service Officer

• Nov 2008 - Mar 2012

Responsibilities: ● Handle all incoming calls and customer’s inquiries via email, or calls (daily customer appointment) ● Perform service request and booking appointments for the guests including follow-ups ● Provide daily sales report for the review of higher management ● Provide administrative and sales support – introducing company’s new promotions to existing and new clients ● Conduct trainings for new hires on systems and standard operating procedures. Achievements: ● Significant increase in company’s sales by performing marketing strategies ● Implemented customer care strategies for reduction of complaints ● Awarded for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations Show less

Customer Service Representative/ Senior Loan Consultant

• Jan 2008 - Jul 2008

Answer and resolves customer inquiries and complaints regarding their GMAC Mortgage. Strategic-relationship/partnership-building skills – calm angry callers, listen attentively, solve problems creatively, and design best-option solutions by implementing some corresponding arrangements such as loan modification and payment hierarchy. Write and update accurate records of discussions and correspondence with customers. Develop customer service procedures, performance level and QA standards for the organization by performing well during Company’s Quality Assurance Audits. Show less

Customer Service Representative (Aetna Insurance Account)

• Jun 2007 - Nov 2007

Answered busy multi-line phone system in a timely manner, provide high quality service and accurate information to customers regarding their Health Insurance. Investigated and resolved service issues and/or product problems. Managed customer database accounts including customer verification & processed applications and requests. Developed an effective phone selling technique involving effective listening to customer details, finding potential buyers, and introducing new products to the clients. Screened customer’s calls before escalating to the right department. Show less