“To listen closely and reply well is the highest perfection we are able to attain in the art of the conversation.”

Account Specialist

• TDCX
• April 1, 2021 - April 1, 2023

● Provide excellent support experience to customers via all relevant communication channels. (Calls, Chats, Emails) ● Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified ● Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards. ● Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience. ● Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures ● Build sustainable relationships and engage customers by taking the extra mile

Quality and Assurance Coach Manager

• UOB Bank
• August 1, 2014 - January 1, 2020

● Responsible for monitoring and evaluating quality and compliance targets. ● Responsible for monitoring complaints and compliments of the center. ● Providing call findings and resolution to identified problems ● Monitoring and auditing to ensure high standards of quality. ● Identifying root cause and to provide action plans to ensure all targets are being met. ● Coach agents provide their strengths and weaknesses. ● Coach agent on how to deliver spiels that will help to provide excellent customer service. ● Propose a plan for the improvement of quality and performances. ● Prepare daily, weekly, monthly report ● Multi-skill set for banking, cards, wealth banking and emails

Customer Support Specialist

• UOB
• March 1, 2013 - July 1, 2014

● Handling inbound and outbound calls, hands on experience in responding in all customers queries for banking and credit cards ● Functional knowledge of processing documentations and disbursing proceeds ● Provides first point of contact for customers ● Handle transactions answer client questions and resolve issues in timely manner ● Able to determine and understands clients issue and maintain professionalism at all time ● Developed customized sales techniques sell and upsell financial services to new and existing clients ● Cross sells internet banking and other payment advantage for loan

Bachelors Science in Nursing

• Lyceum St. Cabrini College of Allied Medicine
• February 1, 2002 - May 1, 2006