Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic
Fred Lee

Fred Lee

Singapore

Summary

Customer service professional with extensive experience in financial services. skilled in handling challenging situations with precision and attention to detail. Committed to delivering exceptional service and ensuring positive customer experiences.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Relations Specialist

Trust Bank Singapore Ltd
12.2022 - 02.2025
  • Manage, investigate, analyze and provide resolution to all the incoming complaints and inquiries though various channel such as phone,email, social media and regulatory channel
  • Maintain accurate and detailed records of customer complaints including the nature of the issue, actions taken and resolution provided
  • Adhere to company policies, procedures and regulatory requirements when handling customer complaints
  • Actively contribute to process improvement initiatives by identifying areas for enhancement in systems, or customer support processes

Customer Service Specialist

First new launch digital banking in Singapore backed by Standard Chartered Bank and FairPrice Group
07.2022 - 12.2022
  • Assist on building Knowledge Management for bank products and system processes
  • UAT testing for Phone System, Customer Service Portal and Consumer Bank Apps
  • Handle Inbound, Outbound and Live Chat for customer's enquiries and banking needs
  • Assist on AML team for KYC process

Customer Service Executive

DirectAsia Insurance (S) Pte Ltd
04.2021 - 06.2022
  • Handle Inbound and Outbound on customer's policy changes and enquiries
  • Take on live complaint escalation and underwriting task assigned by Team Lead
  • Appointed as mentor cum trainer for new hire on system processing and NCD validation

Customer Service Executive

DBS Bank Ltd
10.2019 - 03.2021
  • Handle customer's query with regards to their accounts and transactions
  • Handle escalation pertaining to scam and fraud cases, resolve the dispute through liaising with the Fraud department closely
  • Volunteered to assist Team Lead with his administrative duties to understand and explored more corporate function
  • Appointed as mentor to guide and provide assistance for mentee on day-to-day operation

Customer Service Executive

NTUC Income
11.2017 - 10.2019
  • Positioned as Mobile CSO support for daily operation at different Retail and Agency Branches
  • Work closely with different departments like Life & Health Operation and Agency Business Department to resolve insurance matter and escalation from customer/ agent
  • Volunteered as month end closing task and involved myself in the new launch tranche insurance policy support activities

Financial Planner and Relationship Consultant

OCBC Bank, AXA Insurance and Aviva Ltd
04.2016 - 10.2017
  • Specialised in insurance planning to assist client on their policy servicing and holistic planning
  • Actively acquire new leads through cold calling, door-to-door and street canvassing
  • Monitor and ensure service deliverables with Customer Service Team
  • Perform marketing and business development functions of assigned segment of business portfolio

Audit Associate

Yeng & Co
01.2015 - 12.2015
  • Assigned to different industry of the companies for collating, checking and analysing spreadsheet data from the company financial records and invoices
  • Prepared financial reports complied with the financial reporting regulation in Malaysia

Education

Bachelor Degree in Commerce (HONS) - Accounting

University Tunku Abdul Rahman (UTAR)
Malaysia
03.2015

Skills

  • Leadership
  • Customer Service
  • People Person
  • Complaint Handling
  • Problem-Solution
  • Customer Experience
  • Critical Thinking
  • Time Management

Certification

CMFAS (SCI) - M5, M9, M9A, HI, PGI, BCP and CGI

Languages

English
Mandarin
Cantonese
Malay
TeoChew & Hokkien (Dialect)

Timeline

Customer Relations Specialist

Trust Bank Singapore Ltd
12.2022 - 02.2025

Customer Service Specialist

First new launch digital banking in Singapore backed by Standard Chartered Bank and FairPrice Group
07.2022 - 12.2022

Customer Service Executive

DirectAsia Insurance (S) Pte Ltd
04.2021 - 06.2022

Customer Service Executive

DBS Bank Ltd
10.2019 - 03.2021

Customer Service Executive

NTUC Income
11.2017 - 10.2019

Financial Planner and Relationship Consultant

OCBC Bank, AXA Insurance and Aviva Ltd
04.2016 - 10.2017

Audit Associate

Yeng & Co
01.2015 - 12.2015

Bachelor Degree in Commerce (HONS) - Accounting

University Tunku Abdul Rahman (UTAR)

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