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Joyce Tay

Joyce Tay

Bank Executive

Followers of Joyce Tay32 followers
location of Joyce TaySingapore

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  • Timeline

  • About me

    Business Banking Senior Service Manager

  • Education

    • Monash University

      1999 - 2000
      Bachelor's Degree Business Computing

    • Temasek Polytechnic

      1993 - 1996
      Diploma Information Technology

  • Experience

    • DBS Bank

      Jun 1996 - Jul 2000
      Bank Executive

    • IT Resources Pte Ltd

      Jul 2000 - Jan 2001
      Web Marketing Assistant

    • 8Apples Pte Ltd

      Jan 2001 - Jul 2002
      Web Adminstrator

    • One Learning Place

      Oct 2002 - Aug 2003
      Trainer

    • Annecto

      Jan 2004 - Jun 2004
      Technical Writer

    • Agilent Technologies

      Jan 2005 - Mar 2005
      Customer Service Executive

    • Maybank

      Apr 2005 - Dec 2018

      - Primary contact point for all customer interactions (calls/email). - Handling escalations and complaints for a team of 7 call agents. - Perform performance and coaching for call agents.- Organise and plan get together events for department gatherings - Provide product training and mentoring to new staff- prepare training presentations and materials. - Setting product knowledge test papers. - Maintain knowledge portal.- Organise and plan get together events for department gatherings- Other Admin and support roles - Tabulate monthly contact centre report, service level statistics, etc- Arrange leave and shift scheduling- Manage allowances and incentives - Organise and plan get together events for department gatherings- Other Admin and support roles - Primary contact point for all customer interactions- providing inbound call / email support on all bank products enquiries.

      • Assistant Team Manager

        Jan 2018 - Dec 2018

      • Senior Executive

        Aug 2009 - Dec 2017

      • Senior Operations and Admin Executive

        Jan 2008 - Aug 2009

      • Customer Service Executive

        Apr 2005 - Jan 2008

    • OCBC

      Jan 2019 - now

      • Provide high valued Global Commercial and Global Corporate Banking clients with quality assistance through phone calls and emails• Assist queries on business banking products and services• Provides end-to-end servicing and transactional fulfilment (including SWIFT, remittance, internet banking enquiries, loans, time deposits etc) • Handle and resolve complaints, troubleshooting and provide service solutions to customers• Assist in planning and coordinate department events. Handled Swift Gateway globally and responsible for payment processing and investigation and ensure SLA is met Show less • Provide high valued Global Commercial and Global Corporate Banking clients with quality assistance through phone calls and emails• Assist queries on business banking products and services• Provides end-to-end servicing and transactional fulfilment (including SWIFT, remittance, internet banking enquiries, loans, time deposits etc) • Handle and resolve complaints, troubleshooting and provide service solutions to customers• Assist in planning and coordinate department events• Promoted to Senior Service Specialist Show less

      • Senior Service Specialist

        Mar 2023 - now

      • Service Manager

        Jan 2019 - Feb 2023

  • Licenses & Certifications

    • Top 5 Complimented Staff

      Maybank
      Dec 2016

    • EXSA (Silver)

      OCBC Bank
      Dec 2020

    • Top Complimented Staff Award in Bank (Bronze) Award

      OCBC Bank
      Dec 2020

    • Exsa Award (Silver, Gold, Star)

      Maybank
      Jul 2006

  • Volunteer Experience

    • Executive Member

      Issued by Grassroot on May 2015
      GrassrootAssociated with Joyce Tay