Jocy Tan
Client Success Manager at Canopy- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Hashen Thimbiripolage
An excellent student with always helpful with her subordinates in class. I have been knowing Jocy when I was reading for my MSc IB program in Singapore. She was well organized and knowledgeable and expressed ideas by participating in lecture discussions. Her presentation skills are excellent and well prepared.
Alex Yeo
Jocy is a self driven and focused individual, who constantly strives to learn and grow in an ever-dynamic industry. Her passion towards ensuring her clients have a great banking experience and her tenacity are what sets her apart from her peers. All the Best Jocy!
Hashen Thimbiripolage
An excellent student with always helpful with her subordinates in class. I have been knowing Jocy when I was reading for my MSc IB program in Singapore. She was well organized and knowledgeable and expressed ideas by participating in lecture discussions. Her presentation skills are excellent and well prepared.
Alex Yeo
Jocy is a self driven and focused individual, who constantly strives to learn and grow in an ever-dynamic industry. Her passion towards ensuring her clients have a great banking experience and her tenacity are what sets her apart from her peers. All the Best Jocy!
Hashen Thimbiripolage
An excellent student with always helpful with her subordinates in class. I have been knowing Jocy when I was reading for my MSc IB program in Singapore. She was well organized and knowledgeable and expressed ideas by participating in lecture discussions. Her presentation skills are excellent and well prepared.
Alex Yeo
Jocy is a self driven and focused individual, who constantly strives to learn and grow in an ever-dynamic industry. Her passion towards ensuring her clients have a great banking experience and her tenacity are what sets her apart from her peers. All the Best Jocy!
Hashen Thimbiripolage
An excellent student with always helpful with her subordinates in class. I have been knowing Jocy when I was reading for my MSc IB program in Singapore. She was well organized and knowledgeable and expressed ideas by participating in lecture discussions. Her presentation skills are excellent and well prepared.
Alex Yeo
Jocy is a self driven and focused individual, who constantly strives to learn and grow in an ever-dynamic industry. Her passion towards ensuring her clients have a great banking experience and her tenacity are what sets her apart from her peers. All the Best Jocy!
Credentials
-
The 10 Pillars of Customer Experience
LinkedInJan, 2023- Nov, 2024 -
The Practices of High-Performing Employees
LinkedInJan, 2023- Nov, 2024 -
Summer Programme
University of California, BerkeleyMay, 2010- Nov, 2024
Experience
-
Canopy
-
Singapore
-
IT Services and IT Consulting
-
1 - 100 Employee
-
Client Success Manager
-
Feb 2023 - Present
• Own, build and maintain client relationships by engaging them through client journey: onboarding, training, demo, adoption, support, escalation and contract renewal • Manage daily client communication via various channels and address ad-hoc client queries and requests • Responsible for managing client satisfaction survey feedback (NPS) • Responsible for escalation management ensuring proactive resolution and communication to clients • Analyse user engagement data and execute account plans to ensure client gains value from products and services • Develop, implement, and refine target user engagement models ensuring company is focused on client success • Identify at-risk clients, proactively engage and work cross-team on planned actions • Contribute to post-sales marketing materials and support websites • Collaborate cross-functionally with internal teams (Sales, Data, Product) to identify cross-sell and up-sell opportunities • Provide input into the product development cycle and feature prioritization • Handling clients across various sectors such as Financial Institutions, Fintech, Asset Managers, Family Offices • Working hand in hand with Taiwan based team member in providing presentation for mandarin speaking clients in Greater China region Show less
-
-
-
HSBC
-
United Kingdom
-
Financial Services
-
700 & Above Employee
-
Premier Relationship Manager (South Asia)
-
Nov 2017 - Aug 2022
• Successfully grew and managed a portfolio of offshore clients totaling $80 million in AUM • Implemented effective client service strategies, resulting in a 95% reduction in account attrition • Developed sustainable relationships with offshore clients through exceptional service and attention to their needs • Proficient in KYC processes and financial crime controls, ensuring compliance with regulations • Successfully distributed and conducted structured notes, dual currency instruments, FX, insurance, unit trusts, and fixed income products to offshore clients • Established excellent working relationships with client representatives at the group level within their businesses • Demonstrated expertise in staying up-to-date with current economic trends Achievements • Q3 2021 Rising star award (Top 10%): Recognized for consistently providing exceptional customer service and consistently meeting or exceeding performance goals • September 2021 Best Practice award: Awarded for consistently following best practices and implementing new ideas to improve customer satisfaction • Top 5% most complimented staff at Customer Service week: Recognized for consistently receiving positive feedback from customers and consistently going above and beyond to meet their needs • Q2 2019 Rising star award (Top 10%): Recognized for consistently providing exceptional customer service and consistently meeting or exceeding performance goals • Q4 2018 Shining star award (Top 5%): Recognized for consistently providing exceptional customer service and consistently meeting or exceeding performance goals • Appeared on 2018 newsletter for preventing potential fraud to client’s accounts: Successfully identified and prevented potential fraud on multiple client accounts, resulting in a positive impact on the company and our clients Show less
-
-
-
RHB Banking Group
-
Malaysia
-
Financial Services
-
700 & Above Employee
-
Premier Relationship Manager
-
Mar 2016 - Oct 2017
• Successfully developed a portfolio of customers with a total net worth of $40 million assets under management • Provided timely and relevant information and advice to clients on financial needs and market updates • Cross-sold a variety of financial products, including fixed deposits, universal life insurance, unit trusts, private equities, and credit financing • Consistently excelled in sales process and customer service, seeking opportunities to broaden horizons and deliver excellent service • Managed and monitored customer investment portfolios by tracking financial markets and economic conditions • Demonstrated strong knowledge of financial products and investment markets, staying up to date with industry developments Achievements • Consistently exceeded sales targets, with a 4x achievement in June 2016 • Recognized as the Top banker in the Q2 2017 IFAST challenge • Led team to victory as UT champion in Q1 2017 Show less
-
-
-
PhillipCapital
-
Singapore
-
Financial Services
-
700 & Above Employee
-
Financial Advisory Consultant
-
Nov 2012 - Mar 2016
• Successfully diagnosed potential customer financial status and developed customized financial plans for over 50 clients, resulting in a 25% increase in sales • Built a clientele base of over 50 clients through tele-consulting, road shows, and door-to-door activities • Created investment strategies for clients resulting in a 20% increase in portfolio returns • Monitored and managed client investment portfolios, resulting in a 15% increase in portfolio value • Analyzed and created new sales strategies, leading to a 10% increase in overall sales • Identified and prioritised opportunities for collaboration with partner brokers and underwriters to successfully execute financial plans for clients, including the purchase of insurance, equities, bonds, and mutual funds • Prepared financial status analysis and reports for clients, leading to a 30% increase in client retention • Reviewed client accounts regularly, resulting in a 25% increase in plan adjustments and client satisfaction • Assisted clients with insurance claims, leading to a 15% increase in client satisfaction Achievements • Achieved year 2014 mid-year sales target, exceeding expectations by 10% • Developed and maintained strong relationships with key clients, resulting in increased sales and customer loyalty • Consistently ranked in top 20% of sales team for overall performance Show less
-
-
Education
-
2014 - 2015
University of Birmingham
Master of Science (MS), International Business -
2008 - 2012
RMIT University
Bachelor of Business Administration (B.B.A.), Economics & Finance -
2010 - 2010
University of California, Berkeley
Bachelor of Business Administration (BBA), International Business, and Investment -
2005 - 2008
Temasek Polytechnic
Diploma, Electrical and Electronics Engineering
Community
