Diana Polly Dabu
Singapore
Summary
Dedicated and detail-oriented Sales Support Officer with more than 10 years of experience in supporting sales teams, managing customer communications, and ensuring the timely completion of documents for credit card and loan processing. Adept at handling high call volume, conducting follow-up on required documents, reviewing sales calls for quality assurance. Proficient at managing multiple tasks and prioritizing customer needs in fast-paced environments. Has excellent interpersonal skills, is a team-player, and has high regard to work ethics.
Overview
20
20
years of professional experience
Work History
CONSUMER SALES SUPPORT OFFICER
Citibank Singapore
12.2021 - Current
- Performed prescreening of credit card applications and conducted outbound calls to customers for follow-up on missing or incomplete documents required for credit card processing
- Ensured that necessary documentation is collected in a timely manner to meet credit card processing deadlines
- Provided clear and concise explanations of credit card requirements, procedures, and timelines to customers
- Collaborated with cross-functional teams, including application processing unit and sales department to ensure timely processing and approval of customer applications
- Delivered exceptional customer service, ensuring timely resolutions of queries and concerns
- Maintained accurate records of all customer interactions
- Assisted in conducting review and quality checks for sales calls
LOANS PROCESSING OFFICER
Citibank Singapore
03.2011 - Current
- Assisted the sales team with loan confirmation calls to verify customer details, addressing client questions, ensure timely submission of loan applications, and escalating issues as necessary
- Reviewed loan applications for completeness and accuracy before submitting them for processing
- Monitored the status of all active loan applications and ensured timely processing and follow-ups where needed
- Maintained an accurate and up-to-date inventory of booked loans, ensuring proper documentation is filed and tracked
- Communicated any changes or updates in loan policies, procedures, or regulations to relevant parties
- Ensured all loan processes comply with regulatory requirements and internal policies
- Assisted the sales team in instant embossing of credit cards, ensuring quick and efficient turnaround for customers
- Contacted customers for credit card collections, providing information and assistance when necessary
TELESALES OFFICER
Citibank Singapore
05.2009 - 03.2011
- Made outbound calls to prospective clients to introduce products or services, identify their needs, and close sales
- Maintained a thorough understanding of the company's products or services to effectively communicate benefits and features
- Reached or exceeded daily, weekly, and monthly sales targets and KPIs
- Ensured that customer information is treated with confidentiality
- Conducted follow up and ensured completeness of documents before submission
- Addressed and resolved customer issues, assisted customer on post-sale inquiries, and ensured customer satisfaction
HUMAN RESOURCE OFFICER
Megaworld Corporation
05.2005 - 04.2009
- Company Overview: Philippines
- Conducted end-to-end recruitment processes for diverse roles, including sourcing, screening, interviewing, and onboarding candidates for entry-level to senior positions
- Coordinated with department heads to understand their staffing needs
- Manage employee relations matters, including conflict resolution, employee counselling, and conducting investigations to ensure compliance with company policies
- Conducted orientation program for newly-hired employees
- Developed and conducted training programs focused on improving employee skills
- Ensured that all company policies are administered and appropriate rewards and sanctions are given to employees in accordance to the company’s Code of Discipline
- Provided guidance to employees and managers as needed
- Philippines
Education
Bachelor of Science - Psychology
University of the Philippines
01.2005
Skills
- Sales Support Administration
- Customer Support & Relations
- Call Review & Quality Assurance
- Multitasking and time management
- Excellent interpersonal and communication skills
- Strong problem-solving skills and attention to detail
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Call Center Software (Avaya Agent, NICE Engage)
- Basic Loan & Credit Card Processing Knowledge
Personal Information
- Date of Birth: 02/11/84
- Nationality: Filipino
- Marital Status: Married
Fin
G6280855T
Timeline
CONSUMER SALES SUPPORT OFFICER
Citibank Singapore
12.2021 - Current
LOANS PROCESSING OFFICER
Citibank Singapore
03.2011 - Current
TELESALES OFFICER
Citibank Singapore
05.2009 - 03.2011
HUMAN RESOURCE OFFICER
Megaworld Corporation
05.2005 - 04.2009
Bachelor of Science - Psychology
University of the Philippines
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