Angeline Tan
Bayan Lepas
Summary
Forward-thinking Manager with 7 years of relevant work experience. Offering excellent problem-solving, communication and multitasking abilities.
Background planning and managing innovations to existing processes, implementing new processes and always ready for new challenges.
Overview
18
18
years of professional experience
Work History
MYS CTSM PG Client Onboarding Manager
Citigroup
03.2020 - Current
- Manages team who is responsible for customer interaction, documentation issuance, review and system setups.
- Demonstrates high level of diligence, motivation and organizational skills. Focuses on timely and accurate delivery of all account opening functions, as well as delivering superior customer service and resolution of customer issues.
- Responsible for various types of project management in account services space, and managing cross-functional relationships with all teams. eg : Self Service Signer Management Pilot Project, Project Neptune - signatory update project which involves more than 14 countries across 3 regions , Project Hermitage by Michelin across 4 countries.
- Consistent delivery of high quality service to customers through meeting or exceeding customer expectation guided by service level agreements and efficiency/accuracy standards.
- Ensures team's awareness and full compliance of internal processes, regulations, policies, guidelines, procedures, and practices.
- Embarks on continuous on the job training for end to end product knowledge.
- Help the team to understands client requirements and implement them correctly, ensure adequate support to new customer requirements and initiatives. Continuously monitors customer satisfaction and service level and drive process changes. Provides innovative solutions to clients.
- Drove performance of staff by creating positive work atmosphere and administering recognition and rewards programs.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions. Constantly lead employee relations through effective communication, coaching, training and development.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Facilitated meetings to communicate team performance goals and results.
Manager
Citigroup Transaction Services Malaysia
Georgetown
01.2017 - Current
- Interviewed, hired, trained and mentored staff to maximize effectiveness
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Maintained team efficiency by strategically delegating relevant High Intensity clients, monitoring communication and performance
- Trained and guided team members to maintain high efficiency and performance metrics
- Cross-trained existing employees in order to maximize team performance
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Maintained current knowledge of all facets of operations
- Provided management with feedback regarding employee performance and training needs
Assistant Manager
Citigroup Transaction Services Malaysia
Georgetown
09.2014 - 01.2017
- Manage Platinum clients which are being on boarded to the bank
- Responsible for supervising each countries to ensure timely service is delivered to clients
- Make work plan to ensure quality services
- Engaged in customer relationship activities within branch markets
- Insure satisfaction of customers
- Train new employees
- Handle all other responsibilities related to the job
- Handle escalated calls and provide direction and guidance to support peers with client issues, serve as contact point in leader absence
- Address Establish and maintain constructive and cooperative working relationships with peers, internal partners and clients
- Manage Australia and New Zealand clients, particularly in client interaction
- Manage newly on boarded clients for Emerging Markets
- Manage one-off projects for Phillips-Van Heusen Corporation, China Southern
Bank Officer
Citigroup Transaction Services Malaysia
Georgetown
09.2012 - 09.2014
- Manage accounts for all Hong Kong clients which are being introduced to the bank
- Being promoted as team leader to handle Hong Kong GSG and Corp clients
- Responsible for supervising all team members to ensure timely service is delivered to clients
- Participated in the initiation of e-flow setup process
- Make work plan and ensure it is followed by team members to ensure the offers well-thought-out solutions;
- Conducted monthly service review with team members to be on top of all current requests
- Engaged in customer relationship activities within Hong Kong markets
- Insure satisfaction of customers
- Train new members
- Handle all other responsibilities related to the job
- Handle escalated calls and provide direction and guidance to support peers with client issues, serve as contact point in leader absence
- Establish and maintain constructive and cooperative working relationships with plans and arranges activities; multitasks; peers, internal partners and clients
Front Desk Officer
DXN Marketing Sdn. Bhd
Alor Star
06.2012 - 08.2012
- Deal with walk in customers and stockists
- Helps team members set and achieve goals; delegates effectively; makes and implements
- Prepare Daily Sales Report and Sales Payment Summary decisions; enforces policies; oversees projects;
- Complete inventoriage measures team results
- Answer customer's questions about products available Teamwork
- Familiarize with benefits inherit in every products and Marketing Plan used Build friendly relations and easily communicate with teammates, co-workers, and customers
- Access to Customer Support System through confident and outgoing demeanor
- Work with Multi-Level Marketing System
- Assist counter assistant during farm visit
- Work in souvenir house when there are visitation
- Deal with customers from foreign countries
- Familiarize with currency of Thailand Baht
- Deal with damaged goods, contra vouchers and cheques
Cashier and Captain
How Hock Restaurant
01.2008 - 01.2011
- Kept waitstaff and front of house up to date about kitchen happenings and special reservations
- Maintained cleanliness of overall dining room
- Collaborated with chef to enhance client experience through professionalism and knowledgeable service
- Took basic reservations and communicated with waitstaff and kitchen about special accommodations
- Set tables for basic and specialized services based on reservations
- Greeted guests, answered questions about menu selections and offered drink pairings
- Acted as manager on duty to field complaints and assure completion of day-to-day tasks
- Maintained smooth and timely operations in preparation and delivery of meals
- Engaged with customers, offering menu information, providing suggestions and showing genuine appreciation for business
Nursery Helper
Glorious Vision Kids Nursery
01.2007 - 01.2007
- Promoted sensory development by providing access to different textures
- Increased student satisfaction by frequently communicating with students about needs and adapting lessons to interests and classroom progress
- Educated students in foundational concepts such as shapes, numbers and letters
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance
Education
Bachelor of Business Marketing - Marketing
University Malaysia Terengganu
Malaysia 10.2012
Skills
- Verbal and written communication
- Staff management
- Project management
- Goal-oriented
- Skilled problem solver
- Team building expertise
- Client relations strength
- Customer-oriented
- Strong interpersonal skills
- Fluent in few languages - Mandarin, English, Bahasa
- Issue and conflict resolution
Affiliations
as a Committee Member
Participated in Citra Cahaya 2010 as a Committee Member
Participated in V-care Social Marketing Programme as a Committee Member
of Registration Section
Participated in UMT Biology Convention 2012 as a Member
Participated in Language Festival 2012 as a Committee Member
Participated in Pertandingan Badminton Terbuka Karnival Sukan HISAAC
2012
Attended National Orientation Course of Core Skills in Horse Care by
Malaysian Equine Council organized by Kelab Bola Baling, UMT
Member of Consumer Club
Member of Marketing Club
2007-07
Timeline
MYS CTSM PG Client Onboarding Manager
Citigroup
03.2020 - Current
Manager
Citigroup Transaction Services Malaysia
01.2017 - Current
Assistant Manager
Citigroup Transaction Services Malaysia
09.2014 - 01.2017
Bank Officer
Citigroup Transaction Services Malaysia
09.2012 - 09.2014
Front Desk Officer
DXN Marketing Sdn. Bhd
06.2012 - 08.2012
Cashier and Captain
How Hock Restaurant
01.2008 - 01.2011
Nursery Helper
Glorious Vision Kids Nursery
01.2007 - 01.2007
Bachelor of Business Marketing - Marketing
University Malaysia Terengganu