Winifred W. Email & Phone Number

Singapore

Investigate service related and market conduct complaintsPrepare submissions and represent the Company at FIDReC. Lead Digitalization and Transformation projectsWe work strictly within stipulated service level agreements (SLAs) depending on level and type of complaints received. We also take into consideration the SLAs determined by our Business Partners and the regulators governing our industry.

Singapore

Oversees a team of about 20 staff comprising of Online dealers, Marketing officers and Customer Service OfficersResolves trading & service conflicts Analyze complaint trends, implement customer service measures, including digital solutions to enhance customer experience Handle the Profit & Loss portion of the department, which includes brokerage generation and contra loss. A new role which I took on since end 2011 was the Marketing functions of the Department as well as the Company as a whole. We engaged new partners for our promotions and loyalty programs, organise events to increase client acquisition and drive client participation in the business.

Singapore

Based in a full fledged customer service department, I oversaw a team of 10 executives, evenly split into providing counter services, call centre & correspondence. I had the opportunity join this company to set up this department and am proud to say that the set up of this has been successful. The call centre has seen a 100% in inbound call volume with a good pick up rate as well a 50% increase in walk in. Email correspondence was also introduced for easy accessibility for our clients. I have also continued to conduct various UATs, concerning web applications and system administration, similar to my prior experience in Aviva.

Singapore

Specializing in administration matters of one of the biggest Life Insurance Players in Singapore, I led a team of 7 people. We handled post-servicing issues of life insurance policies, which range from alterations to calculation of cash values. During this period, I participated in various UATs involving streaming of work processes. I had also drawn up business requests to improve system administration.

Singapore

A consultant with AIA, I assisted our policyholders with post-sale issues over the counter up till August 2000. This horned customer service as well as processing skills. Afterwhich, I was attached to the call-centre and was mentor to the junior executives. I participated in the 1st internet call-centre's UAT.