Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dorothy Long

Summary

  • Winner of EXSA awards for Star, Gold & Silver for Retail Service Excellence. This is a National Excellent Service Award that recognises individuals who have delivered outstanding customer service.
  • Dedicated and experienced with proven track record in fostering strong customer relationships with positive feedback.
  • Recognition given for outstanding team support and exceptional customer service.
  • Team player with good communication and listening skills.

Overview

45
45
years of professional experience

Work History

Temporary Customer Service Assistant

M1 Limited
11.2024 - 04.2025
  • Work closely with Management to provide daily, weekly and monthly reports ensuring accuracy and compliance with management requirements.
  • Assisted in schedule planning of shifts for the different hotlines including schedule updates and changes.

Senior Customer Service Officer

M1 Limited
11.1997 - 11.2024
  • Provide exceptional service to customers, answering phone enquiries and addressing concerns and unhappiness.
  • Enhanced customer satisfaction by consistently providing prompt and accurate resolutions to enquiries, complaints and feedback. Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services to create positive customer experience.
  • Handled escalated calls from Management on customers with complex issues and threats through timely corrective actions and appropriate measures. Recommend service improvements to minimise recurring customers' complaints. Resolved problems efficiently while maintaining a calm and professional attitude.
  • Exceeded customer expectations by going the extra mile, ensuring a memorable experience that foster an atmosphere of trust and brand loyalty.
  • Actively participate in team meetings focused on improving workflow, processes and enhancing overall work performance.

Bank Officer

Citibank NA
01.1987 - 12.1993
  • Assess and approve credit card and loan applications, ensuring borrowers are creditworthy and the loan terms are aligned with the organisation's policies and MAS regulations.
  • Evaluate credit history, collateral and other financial information to determine a borrower's ability to service and repay the loan.


Credit Officer Assistant

Daiwa Bank
05.1983 - 01.1987
  • Provide administrative support to the Credit Manager, assisting with tasks on processing of loan applications, managing customer accounts and data entry.
  • Managed and assisted with collections, payments, update account balances and discussed subsequent payments with customers to keep accounts on track.
  • Perform adhoc tasks as assigned by the Manager.

Bank Clerk

DBS Bank
02.1980 - 05.1983
  • Provide administrative support to the Branch Manager.
  • Process deposits, withdrawals and other banking transactions as assigned.
  • Maintain financial records of customers and assisted in the preparation of monthly financial reports.
  • Answering customer enquiries and resolving issues.

Education

Certificate In Management
01-1990

GCE "A" Level

Private Candidate
01-1979

GCE "O" Level

St Anthony's Convent
01-1977

Skills

    Software Skills

  • Microsoft Excel and Word
  • Calibro
  • Amazon Connect System
  • Workforce Management (WFM)

    • Languages Spoken

  • English, Mandarin and major local dialects

Timeline

Temporary Customer Service Assistant

M1 Limited
11.2024 - 04.2025

Senior Customer Service Officer

M1 Limited
11.1997 - 11.2024

Bank Officer

Citibank NA
01.1987 - 12.1993

Credit Officer Assistant

Daiwa Bank
05.1983 - 01.1987

Bank Clerk

DBS Bank
02.1980 - 05.1983

Certificate In Management

GCE "A" Level

Private Candidate

GCE "O" Level

St Anthony's Convent

Similar Profiles

CREATE PROFILE
Dorothy Long