Experience

OCBC Bank

• Indonesia
• Banking
• 700 & Above Employee

• Contact Centre Team Manager

  • May 2023 - Present

  Managing a team of 25 who are responsible for handling inbound and outbound customer queries via calls and emails including web chat for our client AIC. Responsible for capacity planning of my team. Accountable for presenting and preparing monthly reports on the performance of the team. Managing a team of 25 who are responsible for handling inbound and outbound customer queries via calls and emails including web chat for our client AIC. Responsible for capacity planning of my team. Accountable for presenting and preparing monthly reports on the performance of the team.



Citibank Singapore

• Unit Manager

  • Jan 2014 - Dec 2015

  Led a team of 15 in Dispute Management queries via calls and emails. Managed capacity planning for my team.Analysed dispute trends and was accountable for presenting and preparing monthly reports on dispute analysis. Spearheaded dispute process improvements with multiple stakeholders

• Customer Service Manager

  • Jan 2012 - Dec 2013

  Led a team of 15 CitiPhone Officers who managed inbound calls for customer queries on banking and card products and services.

• Client Care Manager

  • Dec 2006 - Dec 2011

  Assisted Unit Manager to lead a team of 15 client care officers who managed Net Promoter Score (NPS) surveys. Achieved an 80% team productivity.Responsible for NPS data analysis which was circled back to various units within the bank namely Retail sales, CitiPhone, Telesales, Digital banking. Spearheaded card application back-to-basics project with multiple stakeholders which resulted in instant card approvals.

• Telesales Agent

  • Mar 2003 - Nov 2006

  Cold calling customer to sell Citi's card and insurance products.Achieved Top sales agent for 6 months consecutively for Credit Shield insurance.