Experience

Allianz Insurance Singapore

• Singapore
• Insurance
• 1 - 100 Employee

• Head of Customer & Distribution Care

  • May 2022 - Present

  - Overseeing Policy Management (issuance & endorsement). All products including all motor, commercial lines and PA.- Overseeing Customer Service and complaints management.- Overseeing Sales Support which supports distribution teams by liaising directly with distributors.

• Customer Service Manager

  • Sep 2020 - May 2022



Etiqa Insurance Singapore

• Singapore
• Insurance
• 200 - 300 Employee

• Head of Customer Care & Life Operations

  • May 2016 - Oct 2019

  - Joined as Head of Customer Care, added Life Operation portfolio due to proven successes of introducing great CX journey and efficiency in Customer Care.- Subsequently added personal line claim operations and up/cross selling functions.- Successfully doubled automation in operations and added new customer channels (Whatsapp, Live Chat, Chatbot). - Joined as Head of Customer Care, added Life Operation portfolio due to proven successes of introducing great CX journey and efficiency in Customer Care.- Subsequently added personal line claim operations and up/cross selling functions.- Successfully doubled automation in operations and added new customer channels (Whatsapp, Live Chat, Chatbot).



AIA

• Hong Kong
• Insurance
• 700 & Above Employee

• Deputy Head Of Customer Service

  • Oct 2005 - May 2016

  - Attained deputy head of department during 11 years tenure, started from a counter servicing staff.- Deputised HOD in managing 5 teams of 90 staff. Teams include Customer Service Centre, Call Centre, Service Quality, Collection and Correspondence team.- Awarded Employee of the Year in 2011 and 2014. - Attained deputy head of department during 11 years tenure, started from a counter servicing staff.- Deputised HOD in managing 5 teams of 90 staff. Teams include Customer Service Centre, Call Centre, Service Quality, Collection and Correspondence team.- Awarded Employee of the Year in 2011 and 2014.



Aviva

• United Kingdom
• Financial Services
• 700 & Above Employee

• Aviva Bancassurance Consultant

  • Mar 2004 - Sep 2005

  •Servicing of customers on their existing investment plans.•Review customers’ current financial status and recommend suitable products, if any. •Servicing of customers on their existing investment plans.•Review customers’ current financial status and recommend suitable products, if any.



M1 Limited

• Singapore
• Telecommunications
• 700 & Above Employee

• M1 Customer Service Officer

  • Feb 2002 - Feb 2004

  •Answered calls on billing enquiries, services rendered or any service lapses, etc.•Appointed as Senior Officer, assist colleagues to handle first level escalation. •Answered calls on billing enquiries, services rendered or any service lapses, etc.•Appointed as Senior Officer, assist colleagues to handle first level escalation.