Eugene Lee Email & Phone Number

Singapore

Singapore

Singapore

• Systems Management- Regional lead in managing Customer Care systems (Chatbot, Help Center, CRM, Telephony) for five South Asia countries- Led a team of Product Owners in planning their product vision and roadmap.
• Process Management- Create structured processes that streamline and improve workflows for business units, ensuring relevant stakeholders are involved and updated regularly- Provide full visibility of local countries’.
• Customer Experience Lead- Set structured roles and responsibilities for Product Owners in Customer Experience domain- Collaborate with Product Owners through the use of project management tools and Agile techniques.

• Project Management (Mobile App)- Own digital product vision and responsible for business outcomes- Defining requirements and ensure scope are understood by all stakeholders- Planning product roadmap and end-to-end.
• Scrum Product Owner- Create, refine, and prioritise product backlog items- Defining sprint goal through backlog refinement and sprint planning sessions- Work with Scrum Master, Development, Product and Customer.

• Project Management (Contact Centre)- Management of institution-level projects that enhance patients’ experience through use of IT systems- Analysing business data and processes, preparation of user requirements and.
• Workforce Management- Management of Contact Centre 24/7 operations- Through strategic planning and forecast, allocating resources to maintain high service levels- Implementation of leave approval techniques for.
• Achievements- Launched new Contact Centre Telephony System with improved Interactive Voice Response (IVR) for multiple hotlines- Set up new location with Telephony System as part of Business Continuity Plan (BCP).

• Customer Service (Regional Contact Centre)- Interact and resolve customers’ queries through digital channels, phone and official letter correspondences- Providing service to Premier and Personal Banking Customers.
• Sales- Identify potential customers of bank’s loan products and perform cross-selling- Promoting bank’s campaigns to customers- Provide one-stop resolution for all loan enquiries and requests- Contribution to.
• Intermediate Writer- Proven proficiency in English language and writing- Certified to write formal emails and letters to customers that followsBusiness Language with full compliance to Banking Policies
• Awards received during service- Excellent Service Award (EXSA) Star Winner 2016, 2017 and 2018- OCBC GEMS Award Winner 2016 (H2)

• Project Management (E-Business)- Identify and resolve issues with system enhancements- UAT for Digital Banking platforms (Internet Banking and Mobile App)- Cross department support for digital banking issues- Close.
• Product Management (Auto Business)- Processing of auto loans, promotional campaigns and auto insurances- Communicate and strengthen relationship with automobile dealers and insurance companies- Generate daily reports.

Bachelor Of Science - Bs, Banking And Finance

Diploma, Electronics And Computer Engineering