日本と海外をつなぐクラウドソーシング

WANANCHI GROUP

CUSTOMER SERVICE REPRESENTATIVE- HIGH VALUE

2018/06～ 2018/10

• Providing full one stop shop customer support for all Fiber services on first contact, solving clients’ issues and logging them on CRM and Wincable systems.
• Account Management of selected high value clients; carrying our regular care calls to find out if they have any queries or complaints that they need addressed and also getting their opinion on quality of service and any improvement expected.
• Taking full ownership of customer cases handled and ensuring proper handover for unresolved cases at end of day, ensuring customer satisfaction.

STANDARD CHARTERED BANK LTD

CLIENT SERVICE MANAGER- AFFLUENT CLIENTS

2016/01～

• Ensuring efficient running of the front office by: Liaising with suppliers to ensure clients’ refreshments are sufficient at all times, stationery is always available, general office cleanliness is observed.
• Ensuring a safe working environment as a trained first aider and fire safety marshal.
• End of day reconciliation to ensure all clients’ payment requests are processed by processing department.
• Analyzing affluent clients’ portfolio, carrying out conversations on their priorities and advising them on the products and services that suit their needs.
• Ensuring, fast, efficient and accurate processing of all affluent clients requests.
• Escalating clients’ complaints, ensuring resolution and giving feedback to them in a timely manner.
• Ensuring the clients’ unsecured loans, mortgages, investment services and fixed deposit applications are processed promptly within the agreed turnaround time.
• Cross selling of the banks products and forwarding the referrals to Relationship Managers for closure.
• Driving the digital agenda, by ensuring the affluent clients are registered for online and mobile banking.
Managing the processing of manual telegraphic transfers by forwarding the requests to payments team for processing & carrying out reconciliation at the end of day to ensure they are all processed.
• Carrying out regular care calls to the clients to find out their needs and meet their expectations.

Key Achievements
• Initiative in Retention and Loyalty building: Handling all clients’ queries and complaints in a fast, efficient and accurate manner ensuring they remain in business with the bank, and refer their friends and relatives.
• Revenue Growth: I greatly contributed to revenue growth for the bank, by negotiating foreign exchange rates with clients and booking the deals in the foreign exchange dealing system.
• Recognized for carrying out Client Service and Operational duties with excellence.
• Voted the best Client Service manager in the Priority Centre.

STANDARD CHARTERED BANK LTD

CLIENT RESOLUTION MANAGER

2014/03～ 2016/02

• Training client care agents on processes, controls and products.
• Ensuring timely, accurate communication to Clients through SMS, calls and email correspondence
• Ensuring timely, fast and accurate processing of all client service requests.
• Following through to ensure the client care agents process all service requests as required.
• Preparing daily and monthly performance reports and carrying out reconciliation.
• Ensuring the guidelines and procedures are being followed by client care agents.
• Giving input in product development specifically for credit card and unsecured loans.
• Managing reward and recognition ‘employee of the quarter awards’ based on the performance reports.
• Compiling the daily and monthly reports.

Key Achievements
• Nominated as the credit card champion and tasked with analysing the product process flow and giving my input on any additions required and gaps and giving the feedback to the line manager and the credit card product manager.
• Analyzing the voice of customer survey results, following up on the complaints raised to resolution & giving suggestions to credit card and unsecured loans product team for process improvement.