Gary Choo Email & Phone Number

Singapore

Singapore

Manage 3 teams from different sectors. Service experience manager team, Inbound sales team and off shore customer service team. Deliver and exceeded sales target of $300mil in CitiPhone Singapore at the same time heading offshore banking - IPB (International Personal Banking) customer service channels including phone and digital channel. Also heading the complaints team in handling MAS, Presidential and further escalation. My role encompasses client management, digital transformation, call offloads and various project execution. • Participate in new initiatives to stream lined the Sales processes and procedures across geographically dispersed work orders into a cohesive, seamless work order with elevated efficiency and accuracy leading to zero sales fraud loss and nil regulator complaint on sales in 2019. Assist in execution the implementation of call off load strategy to provide alternative servicing opportunities to customers. • Consistent call volume reduction from 227k calls/month to 138k calls/ month in Q1 2019 resulting in an overall net FTE efficiency of 120+ hours. • Consistently achieving and exceeding sales target set out by management. • Ensure workload and workforce management objectives are met to meet the demands of the aggressive marketing campaigns. • Provide professional and organizational development direction to Service Centre supervisory staff. • Involved in developing and implementing various bank wide initiative to drive sales and lowering cost. • Implemented new solutions to enhance customer satisfaction. • Involved in implementing many industries first projects. Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction. Generated new business and referral clients in partnership with financial advisors and branch team. • Networked with business leaders and executives to identify process gaps

Singapore

Customer Service Experience ManagerCitibank Singapore • Co-manage an international call center by leading and supporting a team of more than 200 Citiphone agents.• Communicate performance and behavioral expectations to individual team members and provide ongoing feedback against performance goals• Perform due diligence checks on quality of work by staffs. Drive sales, involved in implementing many industries first projects spanning across various functions in the bank. • Motivate and engage Customer Service Officers to deliver quality customer service standards and meet Productivity numbers (KPI)• Undertake quality call coaching and evaluation to ensure process efficiency whilst setting targets of call quality of nil defects.• Identify potential compliance related risks and perform as a checker for transactions highlighted as AML/SDN risk. • Handle and work with peers and seniors across Citi to resolve customer complaints and implement positive actions.• Coach, train and develop team members to effectively align team capabilities with current and future business needs.• Manage manpower staffing and resources to minimize any adverse impact to the business and strive to ensure adherence to compliance with policies and procedures.

Singapore

• Senior CitiPhone Officer of Citibank Singapore, Part of the Best In-House Contact Centre• Provide First Contact Resolution to all customers by answering inquiries and resolving their issues before call ends with the ultimate aim of projecting a professional Citibank image• Serving super affluent customers, offshore banking and corporate customers• Provide callback services to ensure closure of all issues and delivery of promised products and services• Monitoring and assist in first level fraud prevention• Reviewing client's fund transfer destination and adhere to AML and sanctions laws.• Updating and performing real-time transactions with accuracy• Promote Citibank products and services to potential customers; perform anti-attrition activities; sale of credit facilities through various channels; and other initiatives of the business• Curate knowledge base for continuation of business and migration of banking system• Providing daily productivity and MIS records of problems and inquiries handled for management review; and maintaining positive service traits• Achieved NPS award, Client Excellence recognition, CitiPhone Club100 prizes

Singapore

Singapore

Singapore

Singapore

Bachelor'S Degree, Economics And Finance

Diploma, Business It