Leonard Quek

Experience

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  Citi

  Jul 2005 - Oct 2012

  Developed strong customer relationships and built customer loyalty through consistent delivery of error-free and timely service to meet customer needs.Familiar with Know-Your-Customer (KYC) and Anti-Money Laundering (AML) verifications.Managed a portfolio of foreign clients under pre-defined rules of engagement restrictions and assist them with their banking needs.Liaised with various middle office and operations departments to ensure clients’ queries, requests and issues were addressed smoothly and swiftly.Performed supervisory duties as Acting Customer Service Manager when necessary. Show less Handled customers’ complaint escalations.Coached officers from feedback on their daily work.Maintained adherence of officers’ availability on service platform.Empowered to assess and grant financial waivers as well as temporary credit line extension.Managed a team of 15 officers on productivity and work quality.Supported implementation of new technologies and systems through testing and feedback.In charge of processing and approving transport claims for the shift team of 40 employees.WOW Award Winner for exceptional customer service for June 2009. Show less Chosen to mentor CSOS Johor Bahru call centre from January to March 2007. This included:Sharing knowledge on banking products and procedures with CSOS officers and supervisors;Coaching CSOS supervisors on roles, responsibilities, products and procedures;Participating in regional Asia Pacific call calibration;Call evaluation on CSOS officers’ calls for learning and improvement;Feedback to management on adherence and disciplinary issues.Participated in call evaluation of fellow colleagues’ calls to ensure quality standards.Conducted product and procedure training for new hires in November 2007.Part of the pioneer initiative for CitiAssist video ATM project. Show less Handled call-in customers’ enquiries on account information and promotions.Execute customers’ call-in instructions for financial transactions and account maintenance.Liaised with various other departments directly or through a central problem management system to resolve problems with accuracy, professionalism and sincerity.Able to provide Internet technical support for customers.Trained to handle e-brokerage transactions and put through phone instructions if necessary.Attended to Citibank Singapore’s cards and banking customers’ calls, as well as corporate clients.Actively cross-sold new and existing products whenever applicable. Show less

  • Service Relationship Manager

    Jun 2010 - Oct 2012

  • CitiPhone Supervisor

    Jul 2008 - Jun 2010

  • CitiPhone Mentor

    Jul 2007 - Jul 2008

  • CitiPhone Officer

    Jul 2005 - Jul 2007
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  DBS Bank

  Oct 2012 - Jul 2014

  Treasures Relationship Manager

  Deputy Team Leader from February 2014, assisting in leading and monitoring the performance of the team.Grew the size and wealth of a portfolio of High Net Worth customers – more than 1200 customers, total net worth of S$200 million, average AUM S$200,000 and above.Provided advisory to meet the investment needs and objectives of clients through a comprehensive suite of investment, bancassurance and treasury products.Provided superior customer satisfaction and strengthen relationships with clients through regular contact and zero customer complaints.Support adhoc projects and initiatives such as DBSVefx decommission, Vickers Futures / OTC Migration, and uGoiGo acquisition campaigns. Show less

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  OCBC Bank

  Jul 2014 - Dec 2018

  Premier Relationship Manager

  Grew the size and wealth of a portfolio of High Net Worth customers – more than 200 customers, total net worth of S$40 million.Provided advisory to meet the investment needs and objectives of clients through a comprehensive suite of investment, bancassurance and treasury products.Provided superior customer satisfaction and strengthen relationships with clients through regular contact and zero customer complaints.

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  Great Eastern Financial Advisers Private Limited

  Jan 2019 - now

  • Senior Financial Consultant

    Feb 2022 - now

  • Financial Consultant

    Jan 2019 - Feb 2022