Dinesh Ian Simon
Scam Management - Customer Relations Specialist (Associate)
Summary
A seasoned professional with 14 years of experience across multiple sectors, including a 6-year tenure in the banking industry. My core strength lies in scam and fraud management, where I spent 4 years directly impacting the reduction of financial losses and enhancing customer protection. Equipped with strong analytical and problem-solving skills, I excel at identifying vulnerabilities and implementing effective countermeasures. Proven ability to foster collaborative environments and communicate complex information clearly.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
CRS - Scam Management (Associate)
DBS Bank Pte Ltd
03.2025 - Current
- Handle Fraud & Scam related inbound calls transferred from Call Centre
- Work closely with business units to ensure that customer is affected minimally
- Manage scam-related level 1 and 2 escalations
- Conclude level 1 & 2 escalations through in-depth analysis using specialist tools and knowledge
- Identify opportunities and propose ideas/needs for process improvements and coaching
- Assist and retrieve technical, digital, SMS and transaction logs for FIDREC Report, MAS report and report for senior management
- Prepare technical, digital, SMS and transaction logs in chronological order for the financial assistance panel to review
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Contributed subject matter expertise to monthly scam related meetings, recommending process improvements for entire department.
- Managing a team of 4 for training product knowledge (Scam case handling and scam case quality) to new hires for the scam management department and new hires to contact center
- Provide guidance to junior team members as a subject matter expert on best practices in scam management.
- Leading a team of 10 Overall Incharge (OIC) who assist with daily approvals on the bank system, vetting and approving scam reports and replying to emails from other business units.
Customer Relations Specialist - Scam Management (Analyst)
DBS Bank Ltd
02.2021 - 03.2025
Customer Services Officer (Senior Officer)
DBS Bank Ltd
08.2019 - 01.2021
Outlet / Assistant Manager
Mikawa Yakitori Bar
09.2018 - 03.2019
Assistant Manager
Glass House by DHM Orchard
06.2017 - 10.2017
Acting Branch Manager
Georges By the Bay
03.2017 - 05.2017
Bar Supervisor
Wine Connection Cheese Bar
06.2014 - 03.2017
Tour Manager & Camp Instructor (Freelance)
International Paradise Connexions Tours & Travel
04.2012 - 06.2014
Security Officer (Freelance)
Security & Risk Solutions Pte Ltd
01.2013 - 01.2014
Aviation Screening Officer (Changi Airport)
Certis Cisco
08.2011 - 03.2012
Education
Bachelor of Arts - Hospitality and Tourism Management
Edinburgh Napier University
01.2015 - 04.2016
Diploma - Fraud Management & Anti-Money Laundering Awareness
Alison App (CourseFlix)
04.2024
Certificate - Fundamental Principles To Anti Money Laundering
Alison App (Exoexcellence Consultants)
04.2024
Diploma - Tourism and Hospitality Management
PSB Academy
01.2012 - 04.2013
Higher Nitec - Mechanical and Electrical Engineering
ITE Tampines
01.2007 - 04.2009
Nitec - Precision Engineering (Tool & Mould)
ITE Balestier
01.2005 - 04.2007
Provide Guard & Patrol Services - undefined
WSQ
Handle Security Incidents and Services - undefined
WSQ
Skills
Microsoft Word
Certification
Provide Guard & Patrol Services, Singapore Workforce Skills Qualifications, 01/01/12
Accomplishments
Silver Award - Excellent Service Award 2021
Gold Award - Excellent Service Award 2022
Star Award - Excellent Service Award 2023
Star Award - Excellent Service Award 2024
Timeline
CRS - Scam Management (Associate)
DBS Bank Pte Ltd
03.2025 - Current
Customer Relations Specialist - Scam Management (Analyst)
DBS Bank Ltd
02.2021 - 03.2025
Customer Services Officer (Senior Officer)
DBS Bank Ltd
08.2019 - 01.2021
Outlet / Assistant Manager
Mikawa Yakitori Bar
09.2018 - 03.2019
Assistant Manager
Glass House by DHM Orchard
06.2017 - 10.2017
Acting Branch Manager
Georges By the Bay
03.2017 - 05.2017
Bachelor of Arts - Hospitality and Tourism Management
Edinburgh Napier University
01.2015 - 04.2016
Bar Supervisor
Wine Connection Cheese Bar
06.2014 - 03.2017
Security Officer (Freelance)
Security & Risk Solutions Pte Ltd
01.2013 - 01.2014
Tour Manager & Camp Instructor (Freelance)
International Paradise Connexions Tours & Travel
04.2012 - 06.2014
Diploma - Tourism and Hospitality Management
PSB Academy
01.2012 - 04.2013
Aviation Screening Officer (Changi Airport)
Certis Cisco
08.2011 - 03.2012
Higher Nitec - Mechanical and Electrical Engineering
ITE Tampines
01.2007 - 04.2009
Nitec - Precision Engineering (Tool & Mould)
ITE Balestier
01.2005 - 04.2007
Provide Guard & Patrol Services - undefined
WSQ
Handle Security Incidents and Services - undefined
WSQ
Diploma - Fraud Management & Anti-Money Laundering Awareness
Alison App (CourseFlix)
Certificate - Fundamental Principles To Anti Money Laundering
Alison App (Exoexcellence Consultants)
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