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Work Background
DBS BankAssociate - Multi-Channel Specialist
Apr. 2011 - Sep. 2023Singapore, Singapore- Provides every account holder with comprehensive assistance
regarding their accounts and investments.
- A one-stop customer service across all channels of communication in a timely manner.
- To ensure accuracy and compliance for all customers' requests
and inquiries via Offline Messaging, Live Chat, and voice
interactions.
- Resolves customer inquiries, questions, and concerns to
consistently offer quality service and meet performance
benchmarks.
- Consistently meet the Customer Centre targets set (KPIs)
without compromising the quality of service delivery.
- Documents customer correspondence in CRM to track requests, problems, and solutions.
- Maintains knowledge of current promotions, exchange
guidelines, payment policies, and security practices.
- Mentors 'new employees via the buddy system program on
procedures and policies to maximize team performance.
- Participates in team projects, demonstrating the ability to work
collaboratively and effectively.
- Assist with any other ad hoc duties assigned.
- Support and protect the DBS brand by creating positive
discussions in the Social Media community and ensuring
message consistency across the different online platforms.
Tele-Centre Pte LtdCustomer Service/Sales Associate Officer
Apr. 2008 - Apr. 2011Singapore, Singapore- Handles account inquiries for SGX (Singapore Stock Exchange) and the Central Depository (CDP). Delivered fast, friendly, and
knowledgeable service for routine questions and service complaints. Managed over 60 customer calls per day.
- Handles sales campaigns for Singtel (Singapore Telecom) SPEAR System for account retention. Presented accurate estimates to inform customers of service charges and expectations. Contacted customers about potential service upgrades, new mobile services, and account changes. 100% account retention.
- Handles ad hoc campaigns for the Healthcare Information and
Management Systems Society (HIMMS) for its Annual Convention
across the Asia Pacific region. Scheduled and coordinated conference for Health Professionals and Health Directors
- Outsourced to Caltex handling fleet cards. Tracked job status by
entering work orders and change orders into SAP CRM. Attended
to Caltex account holders all over Singapore. Coordinate with the accounts department in various Caltex satellite offices globally.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Updated account information to maintain customer records accurately.
ICT Citibank USASales Coach/Customer Sales Officer
Apr. 2006 - May. 2007Philippines, Mandaluyong City- Caters to the American Market (USA) for Citibank Cardholders
offering Identity Monitor.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements to safeguard one's identity when using a credit card.
- Provides excellent sales service/skills over the phone.
- Consistent 100% call quality and Top 5 sales agents meeting
maximum commission monthly.
- Maintained a comprehensive understanding of company offerings to drive consistent sales through phone meeting campaign KPIs.
- Mentored sales team members, offering continuous support for
professional development.
- Monitored and evaluated calls and updated agent's scorecards.
making sure that individual KPIs were met.
- Worked well in a team setting, providing support and guidance.
Cyber City TeleServices Pte Ltd - CustomerService/Sales Officer - DELL USA
Sep. 2004 - Apr. 2006Philippines, Angeles City- Handled inbound and outbound sales for Dell, that caters to the
American Market (Dell USA). Provides excellent sales service over
the phone.
- Processed extended warranties (software warranty), Dell on Call
sales, account updating, upselling products, and support for
Dell consumers.
- Provides basic troubleshooting for Dell computers.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Answered customer questions and responded quickly to problems and complaints on the phone and by email. Attended 70–80 inbound calls for Dell account holders.
- Offered product and service consultations and employed upselling techniques.
- Processed orders/service requests through CRM.
- Spearheaded ad hoc campaigns offering customer service for
catalog shopping catering to the US Market.
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