Dean Tan
Singapore
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Analyst, Operations (Quality Assurance)
MariBank Singapore Private Limited
07.2024 - Current
- Develop, execute, and maintain an effective Customer Service Operations QA program
- Ensure relevant procedures are updated based on audit and compliance feedback / changes to the products and systems
- Develop testing strategies to address identified risks and perform Quality Assurance testing on customer service specialists in accordance with procedures
- Providing clear and accurate feedback to affected specialists and ensuring timely remediation
- Addressing CS-related examinations and audits (including, where needed, the consolidation of documents for submission, drafting of responses to queries raised, and review of reports before finalization)
- Other additional duties as assigned
- Collaborated with management to develop training programs that focused on improving agent performance and overall service quality.
- Ensured compliance with industry standards by conducting in-depth audits of the company''s customer service practices.
- Promoted a culture of continuous improvement by encouraging team members to share ideas for enhancing the quality of customer interactions.
- Spearheaded initiatives that led to improved service levels, incorporating both quantitative data analysis as well as qualitative evaluations from customers themselves.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Generated ad-hoc reports to evaluate specific business requirements.
Financial Advisor
Great Eastern Holdings Limited
10.2023 - 04.2024
- Client Engagement: Build and maintain relationships with clients to understand their financial goals
- Conduct thorough financial needs analysis to provide tailored advice
- Financial Planning: Develop comprehensive financial plans based on clients' risk tolerance, financial objectives, and investment preferences
- Provide recommendations on insurance, investment, and wealth management products
- Product Knowledge: Stay updated on Great Eastern's suite of financial products and services
- Educate clients on available products, explaining features, benefits, and risks
- Sales and Business Development: Actively prospect and generate leads to expand client base
- Achieve sales targets through effective selling and cross-selling of financial products
- Compliance: Ensure compliance with regulatory requirements and company policies
- Maintain accurate client records and documentation
- Market Research: Stay informed about market trends, economic developments, and industry best practices
- Use market insights to enhance client portfolios and financial plans
- Continuous Learning: Participate in ongoing training and professional development programs
- Obtain relevant certifications and licenses as required
Senior Associate, Customer Support
Secretlab Pte Ltd
10.2020 - 07.2023
- Ensure efficient day-to-day operations pertaining to: Monitoring KPI and SLA to ensure that service standards are being met
- Implementing daily Key Performance Indicator (KPI) plans for the team, to help track and measure their progress towards achieving their goals
- DRI (Directly Responsible Individual) role: Serving as the primary point of contact and accountability for specific projects or initiatives within the organization
- Developing project plans and timelines, and tracking progress against established milestones
- Conducting regular status meetings to update stakeholders on project progress, risks, and issues, and making recommendations for corrective actions as needed
- Identifying and mitigating project trends and patterns, and escalating them to senior management as needed
- Generate comprehensive operational reports to draw actionable insights for decision-making or process improvement for Senior Management
Associate, Customer Support
Secretlab Pte Ltd
07.2019 - 10.2020
- Responsible for daily customer relations to support Secretlab's vision of providing unparalleled world-class customer service support to both local and overseas customers
- Liaise with multiple overseas logistics partners to resolve issues
- Provide quality customer service, including interacting with customers, answering large and complex volumes of customer enquiries/issues via email, live-chat and over the phone ensuring customer satisfaction
- Acquire multiple product knowledge to enhance ability to understand customer needs across different products and regions
- Take ownership of customers' inquiries and issues by following through effectively and efficiently to ensure timely resolution, as well as following up and handling post-sales servicing/warranty related issues
- Documentation of issues, as well as following up and arrangement of post-sales servicing/warranty related issues
Customer Service Specialist
DBS Bank Ltd
06.2018 - 07.2019
- Personalized service over the telephone to customers on banking products, accounts, and services enquiries in an effective and efficient manner
- Handle email enquiries and live chats
- Understand customers' needs and provide appropriate/ customized solutions
- Identify cross-sell opportunities during customer interaction
- Gather customers' feedback and provide timely feedback to the Team Lead on issues for improvement
Education
Bachelor of Economics And Finance - Business
Singapore Institute of Management
Singapore08.2018
Diploma in Information Technology - Information Technology
Singapore Polytechnic
Singapore12.2012
Skills
- Client management
- Client Relationship Management
- Data Analysis
- Performance monitoring
Certification
- Vertical Institute (Data Analytics Bootcamp) - Credential ID 7Oe90kEJ08
- M5 - Rules & Regulations for Financial Advisory Services , Singapore
- M9 - Life Insurance And Investment - Linked Policies
- HI - Health Insurance
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Senior Analyst, Operations (Quality Assurance)
MariBank Singapore Private Limited
07.2024 - Current
Financial Advisor
Great Eastern Holdings Limited
10.2023 - 04.2024
Senior Associate, Customer Support
Secretlab Pte Ltd
10.2020 - 07.2023
Associate, Customer Support
Secretlab Pte Ltd
07.2019 - 10.2020
Customer Service Specialist
DBS Bank Ltd
06.2018 - 07.2019
Bachelor of Economics And Finance - Business
Singapore Institute of Management
Diploma in Information Technology - Information Technology
Singapore Polytechnic
Similar Profiles
Muhammad Kharisma RamadhanMuhammad Kharisma Ramadhan
Production Operations Associate at MariBank SingaporeProduction Operations Associate at MariBank Singapore
Hanry PauHanry Pau
Warehouse Assistant at SHOPEE SINGAPORE PRIVATE LIMITED | Singapore, SingaporeWarehouse Assistant at SHOPEE SINGAPORE PRIVATE LIMITED | Singapore, Singapore
Nur Isnawati Binte SuradiNur Isnawati Binte Suradi
Concierge at ISS Facility Services Private Limited, Citibank Singapore LimitedConcierge at ISS Facility Services Private Limited, Citibank Singapore Limited