Eunice Phoon Rui Xuan
Summary
Dynamic and multilingual professional with over 7 years of diverse experience in customer service, education, and business leadership. Skilled in leading teams, resolving customer issues, and driving sales growth. Recognized for clear communication, cultural sensitivity, and mentoring capabilities. Thrives in fast-paced environments requiring adaptability, empathy, and delivering results. Finance professional with a strong foundation in financial operations and administrative support. Known for enhancing financial workflows and ensuring precise record-keeping. Collaborative team member dedicated to achieving results and adaptable to evolving financial landscapes.
Overview
9
9
years of professional experience
Work History
Customer Service Executive- Assistant Manager
OCBC Bank
03.2025 - Current
- Managed customer inquiries, resolving issues to enhance satisfaction and retention.
- Collaborated with cross-functional teams to streamline processes and improve efficiency.
- Led initiatives to reduce response times, enhancing overall customer experience metrics.
- Conducted regular performance reviews, fostering continuous improvement among team members.
- Provided company information and policies to customers upon inquiry and answered questions via phone and email.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
English Writing Educator
WR!TERS AT WORK
10.2023 - 02.2025
- Instruct students in grammar, vocabulary, and writing across genres.
- Evaluate and provide feedback on student writing.
- Foster creativity and critical thinking through writing activities.
- Teach revision and editing techniques.
- Cultivate students' passion for writing and self-expression.
- Manage classroom dynamics to create a positive environment.
- Collaborate with colleagues on curriculum development.
- Participate in team meetings to discuss student progress.
- Contribute to a supportive company culture.
- Mentor junior staff for their professional development.
Customer Service Officer
WR!TERS AT WORK
07.2023 - 10.2023
- As the main client liaison, I managed inquiries, resolved issues, and provided product/service information, fostering strong client relationships. Collaborating with teams, I identified and addressed customer concerns, improving processes and enhancing the overall customer experience. Additionally, I gathered feedback to inform strategic decisions and contributed to company growth by ensuring positive client interactions aligned with company values.
Advanced Interpreter
Kelly OCG-Language Line Solution
08.2022 - 08.2023
- Skilled interpreter with diverse experience across banking, healthcare, legal, and social services sectors. Affiliated with renowned institutions including CITI, TD Bank, and hospitals all across USA. Responsibilities include facilitating clear communication in various settings, maintaining confidentiality, and adapting to diverse speaking styles. Proficient in documentation and compliance with ethical guidelines. Affiliated with major banks, medical facilities, legal institutions, and service organizations.
Owner - Director
WHALE Academy
07.2021 - 08.2022
- Accomplished education leader adept in talent acquisition, event planning, safety compliance, marketing, and enrollment. Expert in staff hiring and onboarding. Organizes events and language courses for children aged 3-13. Ensures compliance with educational regulations. Drives marketing efforts for student attraction. Provides regular progress reports and parent feedback.
Kindergarten/ Pre-K - Primary Educator
Singapore St. Andrews
08.2016 - 05.2021
- Implemented St. Andrews curriculum for groups of 5-10 toddlers (ages 3-6), fostering a nurturing environment. Oversaw class size scaling to meet demand.
- Provided monthly personalized feedback to parents, fostering home-school collaboration.
- Enhanced students' Chinese and English proficiency through innovative teaching methods.
- Cultivated curiosity and confidence in students through positive affirmations.
Education
BBA - International Business Management
Payap University
Chiang Mai05.2020
Skills
- Bilingual Proficiency
- Differentiated Instruction
- Adaptability and Flexibility
- Confidentiality
- Documentation and Record-Keeping
- Interpretation Skills
- Cultural Sensitivity
- Attention to Detail
- Technology Integration
- Crisis Management
- Leadership and Mentoring
- Customer engagement
- Complaint handling
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Chinese (Cantonese)
Bilingual or Proficient (C2)
Malay
Upper intermediate (B2)
Thai
Upper intermediate (B2)
Timeline
Customer Service Executive- Assistant Manager
OCBC Bank
03.2025 - Current
English Writing Educator
WR!TERS AT WORK
10.2023 - 02.2025
Customer Service Officer
WR!TERS AT WORK
07.2023 - 10.2023
Advanced Interpreter
Kelly OCG-Language Line Solution
08.2022 - 08.2023
Owner - Director
WHALE Academy
07.2021 - 08.2022
Kindergarten/ Pre-K - Primary Educator
Singapore St. Andrews
08.2016 - 05.2021
BBA - International Business Management
Payap University
Similar Profiles
Evan, Wee Xue WenEvan, Wee Xue Wen
Transformation Manager at OCBC BankTransformation Manager at OCBC Bank
Hui Hoon (Geraldine) NgHui Hoon (Geraldine) Ng
Secretary to Division Head at OCBC BankSecretary to Division Head at OCBC Bank
Amarjeet SinghAmarjeet Singh
Assistant Vice President – AML Technology at OCBC BankAssistant Vice President – AML Technology at OCBC Bank
SAI KUMAR MADDELASAI KUMAR MADDELA
ASSISTANT MANAGER/CUSTOMER SERVICE EXECUTIVE at SYNERGY GLOBAL TECHNOLOGIES Pvt. LTD.ASSISTANT MANAGER/CUSTOMER SERVICE EXECUTIVE at SYNERGY GLOBAL TECHNOLOGIES Pvt. LTD.
Judy JurayJudy Juray
Executive Assistant/ Customer Service Manager at NBNExecutive Assistant/ Customer Service Manager at NBN