Charlene Chan

Experience

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  Ministry of Education, Singapore (MOE)

  Dec 2008 - Jun 2010

  Customer Service Executive

  - Awarded Best Performing Customer Service Executive from January 2009 to December 2009.Answering and assisting high call volumes of both internal and external caller's inquiries and feedback.Entered customer interaction details in call center's CRM database to track requests, document problems and record solutions offered.Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

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  Citibank Singapore Limited

  Jun 2010 - Jul 2015

  Assist assigned Relationship Managers to achieve financial targets by providing strong support function.Actively participated in the prevention of money laundering and fraud by strict adherence and close diligence to the Bank's policies and procedures.Deal with Account Opening documentation and queries as required.Spotting cross sell opportunities and referring to Relationship Managers where appropriate.Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.Resolved customer complaints while prioritizing customer satisfaction and loyalty.Followed through with client requests to resolve problems. Show less - Awarded 2013 ACE Awards Winner Country Awards: Best Supervisor- Awarded Star of Quarter Supervisor for Q4 2014- Awarded Top Team Driving First Call Resolution (FCR)Managed 12-person staff, effectively resolving issues, which resulted in Top Team Driving First Call Resolution (FCR).Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags and conveyed constructive feedback to improve skills.Resolved customer complaints while prioritizing customer satisfaction and loyalty.Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes. Show less

  • Service Relationship Manager

    May 2015 - Jul 2015

  • Customer Service Manager

    Jun 2012 - May 2015

  • Customer Service Officer

    Jun 2010 - May 2012
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  Swiss Re

  Nov 2015 - Apr 2016

  AVP - Client Accounting Specialist

  Monitoring and steering the Singapore Technical Accounting portfolio as well as the cash flow by working closely with an off-shored Shared Service Center.Active stakeholder management with all involved departments (mainly Underwriting and Finance).Identify, improve and implement processes and structures as well as quality and reporting.Representation of Operations (end-to-end) in projects and initiatives.Documentation of processes and work procedures.

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  Suntec Singapore Convention & Exhibition Centre

  Apr 2016 - Oct 2020

  Manager - Sales Fulfillment & Servicing

  Handle important administrative tasks, such as contracts and order processing for a team of 25 sales managers.Act as an extension of the sales team when representatives are away from the office.Monitor the timely execution of sales orders.Maintain and update sales and customer records.Completed all paperwork, recognizing any discrepancies and addressing them timely.Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork and improve work processes. Show less

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  Mount Elizabeth Hospital

  Aug 2023 - now

  Registered Nurse