Siti Nur Aisha Binte Abdul Majid
Singapore
Summary
Hands-on Customer Service Manager effective in motivating others to reach optimum potential. Collaborative multitasker with thoughtful leadership style and equitable task delegation. Organized facilitator of numerous competing variables to meet team goals of achieving KPI and delivering a memorable customer journey.
Overview
15
15
years of professional experience
Work History
Customer Service Team Manager
DBS Bank Ltd
03.2022 - Current
- Manage and lead a team of Customer Service Officers (CSOs) by driving engagement and performance
- Gather and analyse data to identify outliers and improve service levels
- Identify Publicly Noticeable Incidents and assist with scam reporting reported through the Call Center
- Planning and conducting engagement activities for the community
- Support the day-to-day operation of the contact center by providing planning, leadership and guidance to the CSOs under my team
- Manage team’s escalated cases (manager escalations) and follow-up on cases, provide coaching to CSOs on areas on improvement
- Promoted from Analyst to Associate rank in 2023
- Promoted from Associate to Senior Associate rank in 2024
Customer Service Officer
DBS Bank Ltd
08.2019 - 02.2021
- Personalised service over the telephone to customers on banking and credit card products, accounts and services enquiries in an effective and efficient manner
- Handle email enquiries and live chats
- Understand customers’ needs and provide appropriate/customised solutions
- Identify cross-sell opportunities during customer interaction
- Gather customers’ feedback and provide timely feedback to the Team Lead on issues for improvement
- Ensure escalation are resolved in time by liaising with Team Managers or Customer Relations Manager
- Achieved Best Customer Service Officer for January to March 2021, Second Half of 2020
- Promoted from Senior Officer to Analyst rank in 2021
Admins & Account Assistant
M.A Concept And Design
05.2018 - 02.2019
- Fills out and key in invoices into system, according to specific job sites
- Filing out of invoices and company-related documents
- Issues payment vouchers and cheques to vendors/contractors
- Key in company’s expenses and cash flow, ensuring all the accounts are in order
- Process payment for staff (part-time/full-time/ad-hoc)
Teacher’s Aide
Rainbow Centre
08.2017 - 03.2018
- Develop, write, and implement Individualised Educational Plans (IEPs) for a caseload of students and provide timely and regular reports on student development.
- Plan, prepare, and deliver instructional activities that facilitate active learning experiences both within and outside of classrooms.
- Identify and utilize different instructional resources and methods to support the different learning needs of students.
- Prepare and provide appropriate varied strategies / activities for generalisation in home and community settings.
- Work in collaboration and partnership with parents to maximise the learning objectives of students.
- Work with other professionals such as Social Workers, Allied Health Professionals, and Psychologists.
- Maintain accurate and complete records of student progress and development.
Higher Customs Officer II
Singapore Customs
08.2010 - 02.2014
- Manning of checking booths for Hand-Carried Export Scheme and Tourist Refund Scheme.
- Verification of the eligibility of an individual presenting goods for inspection under the Schemes at the booths.
- Verification of invoice or receipt and the physical goods against the Customs Export Permits and refund application forms.
- Endorsement of the Export Permits refund application forms/Carnet after having done the necessary verifications as described above.
- Protect the integrity of the Schemes.
- Handle enquiries from travellers and passengers from various backgrounds
Marketing Executive
MediaCorp Pte Ltd
08.2009 - 12.2009
- Follow up marketing promotions in magazines (Style:, Style:Wedding, 8 Days, I-Weekly, Manja, Mother & Baby)
- Liaise with clients regarding promotion mechanics in magazines
- Picked out winners for SMS contests/promotions
- Handled RSVP matters for events (Style:Men launch, ELLE Awards 2009, Style:Week 2009 at ION Orchard)
- Liaised with vendors regarding goodie bag insertions for Baby’s Day Out 2009
- Submitted and assisted with payment matters for vendors
Education
Bachelor in Psychology -
James Cook University Singapore
01.2017
High School Diploma -
Republic Polytechnic
Singapore04.2009
Skills
- Microsoft Excel/ PowerPoint/ Word
- Microsoft Office Project
- Photoshop
IT Skills
Soft Skills
- Customer Service
- Banking Products
- Credit Card Products
- Telephone & E-mail Communication
- Special Needs Education
Accomplishments
- Supervised team of 8 to 12 staff members.
- Achieve Top 5 Team for a few months in 2023 by ensuring quality and errors are in check.
- Assisted with an escalation project which showed the percentage of escalations rooted from products/staff/customers.
- Assigned as lead to manage unplanned absenteeism and adherence to schedule
- Excellent Service Award (Gold) in 2023
- Excellent Service Award (Silver) in 2022
- Excellent Service Award (Bronze) in 2021
Institution Achievements
- Republic Polytechnic, Went on a Service Learning Trip cum Final Year Project 2008 to Cambodia with 20 students for 12 days., Involved in multiple external event as volunteers: Youth Ambassador at Global Entrepolis@Singapore 2007, Singapore Biennale 2006, President of Photography Interest Group (2007), Organised a 3 days 2 nights Photography camp for interest group members, Official photographer for Republic Polytechnic's Official Opening Ceremony
- East View Secondary School, Military Band, Quarter mistress for Military Band (2003 - 2004), Participated in Singapore Youth Festival 2003 and 2004 for Military Band and won Bronze and Silver respectively, Leisure and Recreational Activities, Represented school for Danceworks competition in 2015 and won 3rd place in the finals
Availability
May 2024
Hobbies and Interests
- Travel
- Reading
- Photography
- Watching documentaries
- Listening to Music
- Giving back to society in one way or another
Languages
English
Bilingual or Proficient (C2)
Malay
Advanced (C1)
Timeline
Customer Service Team Manager
DBS Bank Ltd
03.2022 - Current
Customer Service Officer
DBS Bank Ltd
08.2019 - 02.2021
Admins & Account Assistant
M.A Concept And Design
05.2018 - 02.2019
Teacher’s Aide
Rainbow Centre
08.2017 - 03.2018
Higher Customs Officer II
Singapore Customs
08.2010 - 02.2014
Marketing Executive
MediaCorp Pte Ltd
08.2009 - 12.2009
Bachelor in Psychology -
James Cook University Singapore
High School Diploma -
Republic Polytechnic
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