-Responsible for effective portfolio management of active accounts (Singapore) in the 30 days and 60 days delinquent buckets.-Lead the team to achieve the KPI indicators set in terms of delinquencies; flow through to NPL for unsecured products and collectors’ productivity and effectiveness.-Review Collections MIS report and implement strategies to prevent flow through of accounts; control delinquencies for Unsecured Portfolio-Review collectors's calls to ensure customer service standard is well maintained and comply to statutory and regulatory requirements-Handle customers' escalation and to resolve within the stipulated timeframe-Identify possible service gap through escalation from various channels and to work out for improvement-Preparing various collections related reports for management review and audit purpose-Monitor Collectors’ performance closely and coach and guide weaker collectors to achieve KPI set.-Streamline processes to ensure meeting of statutory and regulatory requirements; bank’s policy and other compliances and ensure processes are properly documented.-Develop staff to a higher level of performance through personal coaching ; appraisals and training-Plan for continuity and succession of jobs by recognising and developing staff potentials.-Implement initiatives to constantly improve Employee Satisfaction; maintain high morale of staff and retain good performers in the team-Manage staff resources and ensure smooth operations of the team daily-Take on ad hoc projects and tasks assigned by HOD.-Stepping in as trainer to provide training to new joiners in the absent of in-house trainer-Provide Collection support to new initiatives launched by business units-Interview and hire new candidate internally or externally to fill up vacancy gaps-Received Singapore Excellent Service Award (EXSA)- Silver Award in 2015 and Excellent Service Award - Gold Award in 2016

-Provide support to team manager in daily operation and to stand-in as back-up in team's manager absent-Provide support and guidance to the team in meeting their individual KPI and team KPI-Dun Unsecured delinquent accounts for 30-59days past due-Handle escalation from customers

-Dun Unsecured delinquent accounts for 1-59days past due by calling the customers or send emails-Dealing with various departments to resolve customer's issue

-Provided after sales service to Australia and New Zealand's customer such as delivery issues, defects, missing parts, warranty issues and etc-To log all enquiries and complaints in system and ensure to close all cases within stipulated time frame-To ensure meet CSAT (Customer Satisfaction) Score at 80% through customer satisfaction survey-Worked closely with Technical Support team to ensure all technical related enquiries are being answered and the delievery of the missing parts, if any

-Contract basis to provie sales service through incoming phone call for Australia and New Zealand customers-To help the customers with thier purchase either through the phone call or website and to cross sell other products or services-To meet the KPI set for various products or services-To follow up closely with the potential customers by making follow up calls to them to ensure covert the enquiries to confirm sales

-Provided consultation to students, parents and working adults on the related course provided by the College through incoming calls, cold calls, walked-in and emails -Attended various roadshows arranged by the College to collect leads and to answer to the students enquiries-Assigned emails enquiries and arranged duty scheduled for the fellow consultants-Provided after sales service to students and parents after thier enrolment-Worked closely with each course coordinator to ensure all the course brochures and banners are up-to-date and to organize training for fellow consultants on the changes of courses or lauching of new courses-received Highest Achievement Award in Enrolment for August, September and October 2015

-Part of mobile sales team to sell the bank's credit cards to mass market by making cold calls, attending roadshows, through referral and etc-Attended various roadshows organized by the bank and to organize roadshows at various factory to sell the bank's card-To meet the sales KPI set

-Part-time job, provided demo, explanation and sampling to mass market at various shopping malls or hypermarket for products assigned, mostly for lauching of new products-Worked on every Friday to Sunday and Public Holidays-Attended to customers enquiries and to help the product sales promoter to sell the products