Gloria Lau
Summary
Skilled Assistant Customer Service Manager versed in effectively supervising and guiding customer service team members in conflict resolution and efficiency-boosting strategies. Analytical problem-solver with excellent mentoring and team leadership abilities.
Adept at assisting team members with maintaining optimal customer satisfaction through skilled support and escalated issue-management. Resourceful Assistant Customer Service Manager driven to exceed customer expectations and maximize satisfaction. Bringing over 20 years of experience in dynamic roles, with success in both autonomous, team and leadership contexts. Highly skilled in conflict resolution and diplomatic communication.
Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Skilled Assistant Customer Service Manager versed in effectively supervising and guiding customer service team members in conflict resolution and efficiency-boosting strategies. Analytical problem-solver with excellent mentoring and team leadership abilities. Adept at assisting associates with maintaining optimal customer satisfaction through skilled support and escalated issue-management.
Overview
24
24
years of professional experience
Work History
Assistant Customer Service Manager
Tokio Marine Life Insurance Singapore Ltd
07.2013 - Current
- Helped large volume of clients call and email every day with positive attitude and focus on customer satisfaction. KPI maintains at average of above 130% monthly.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Responded to customer calls and emails to answer questions about products and services.
- Handle call escalations to resolve disputes and complains.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
Relationship Officer
OCBC Ltd
06.2005 - 06.2013
- Maintained and built close relationships with customers through regular walk in at Premier Service Centre.
- Perform audit checks for Premier Service Centre of bank tellers.
- Perform the role of branch service officer by overseeing and approving the transaction carried out by bank tellers.
- Monitored, followed-up and escalated cases to meet customer response commitments.
- Retained and grew portfolio of relationships by performing proactive, mobile and value-adding role for relationship managers/team managers.
- Handle documentations and audit check of relationships managers/team managers of 8 in the Premier Service Centre.
Bank Officer
Maybank
01.2000 - 04.2006
- Managed and opened over account checking and saving
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Sold and cross-sold bank products to new and existing customers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Education
Bachelor of Arts - Business Administration And Management
Edinburgh Napier University
Singapore07.2022
High School Diploma -
Nanyang Polytechnic
Singapore07.2002
Skills
- Writing Standard Operating Procedure to enhance service quality or work flow
- Special Assignments / Ad hoc Projects
- Writing training guide on workflow to lead new members
- Handle complaint escalations in timely manner and seek to resolve disputes by clients
Timeline
Assistant Customer Service Manager
Tokio Marine Life Insurance Singapore Ltd
07.2013 - Current
Relationship Officer
OCBC Ltd
06.2005 - 06.2013
Bank Officer
Maybank
01.2000 - 04.2006
Bachelor of Arts - Business Administration And Management
Edinburgh Napier University
High School Diploma -
Nanyang Polytechnic
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