Experience

Etiqa Insurance Singapore
• Singapore
• Insurance
• 200 - 300 Employee
• Customer Experience Lead (Business Transformation)

  • Oct 2020 - Present


DBS Bank

• Singapore
• Banking
• 700 & Above Employee

• Client Services Manager (Customer Experience)

  • Jul 2016 - Aug 2018

  ▪Responsible for sourcing, leading and prioritizing initiatives, which the Customer Centre will execute and implement▪ To ensure that all details pertaining to the flow of services are maintained on an ongoing basis to meet and exceed the expectations of both internal and external customers▪ Be the contact person and establish a relationship with each Business Unit whereby the Client Services Manager becomes intimately familiar with the specific requirements of each client▪ Responsible for negotiating business plans with Business Units to ensure projects are aligned with resource and Customer Centre change calendar▪ Ensure the readiness of Operations for all initiatives by ensuring Information is updated and all required training/ briefing is conducted appropriately and timely▪ Establish the call to action, process matrix, and process workflow for Customer Service Officers▪ Maintain and update Operation Procedures so as to ensure they do not work at cross purpose with one another.▪ Demonstrate an understanding of the impact of initiatives on call volumes for various hotlines so as to recommend adjustments to telephony and staffing to support clients’ needs▪ Closely interact with Customer Centre IT, WFM, HR to ensure adequate resources is available to meet clients’ needs▪ Collate product and procedure feedback and share with Business; in the bid to continually enhance customer experience▪ Coordinate and manage budget review between Customer Centre and Business Units▪ Champion the Centre’s strategy to move from a Service Customer Centre to a Service Sales Customer Centre to enhance customer experience Show less

• Apprentice Program Manager (Training)

  • Feb 2015 - Jul 2016

  ▪ Lead, coach and manage a team of Customer Service Officers▪ To monitor individual and team performance; ensuring KPIs are met to achieve customer satisfaction, operational efficiency and team work▪ To achieve individual goals, targets and service levels of Customer Service Centre ▪ People Management- To develop and coach team members in meeting individual and team service standards, campaign targets▪ To adhere to professional service standards of behavior and conduct in dealing with customers & fellow staff▪ To proactively identify opportunities and process improvement to improve the Customer Centre▪ To conduct call evaluation on CSOs to ensure quality service delivery Show less

• Customer Service Team Manager

  • Nov 2009 - Feb 2015

  Role Overview:- Lead, coach & manage a team of Customer Service Officers- To monitor individual and team performance; ensuring KPIs are met to achieve customer satisfaction, operational efficiency and team workKey Accountabilities & Responsibilities:- To achieve individual goals, targets & service levels of Customer Service Centre- People Management: To develop and coach team members in meeting individual & team service standards, campaign targets- To adhere to professional standards of behavior & conduct in dealing with customers, & fellow staff- Proactively identify opportunities and process improvement to improve the Customer Centre- Conduct call evaluation on CSOs to ensure quality service deliveryMy core competencies include displaying leadership skills, having good interpersonal skills and maintaining the ability to align to management decision and execute actions effectively. I am meticulous and patient in my work. Show less



Professional Investment Advisory Services Pte Ltd

• Singapore
• Financial Services
• 500 - 600 Employee

• Account Intern

  • Jun 2008 - Aug 2008

  - Receive and process invoices, expense forms and requests for payments - Responsible for updating and ensuring accuracy of journal entries - Administer and reconcile daily transactions - Receive and process invoices, expense forms and requests for payments - Responsible for updating and ensuring accuracy of journal entries - Administer and reconcile daily transactions



IRAS

• Denmark
• Fisheries
• 1 - 100 Employee

• Tax Officer

  • Jan 2006 - Jun 2006

  Responsible for foreign tax clearance - Responsible for manual assessment of returns for foreigners - Advice enquiries on income tax for individuals - Assist taxpayers with clarifications on tax practices, application of tax laws and assessments Responsible for foreign tax clearance - Responsible for manual assessment of returns for foreigners - Advice enquiries on income tax for individuals - Assist taxpayers with clarifications on tax practices, application of tax laws and assessments