Ivan Tan
Summary
Successful Senior Customer Executive almost 6 years of experience addressing customer requests and concerns. Expert at providing streamline, one-stop, tailored advisory to our Singaporeans. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Nominated for Contact Centre Association Singapore (CCAS) for Best Contact Centre Professional 2023.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Executive
Central Provident Fund Board
04.2019 - Current
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately (Service Centre, Call Centre, Video Conference and Emails).
- Following up on Escalated cases and seeing thru difficult customer's request from start to end (Case management).
- Streamlined the service process for increased efficiency by implementing new strategies and tools aimed at reducing response times (Projects).
- Enhanced team productivity by providing regular coaching, feedback, and training opportunities to Junior staff members.
- Provide personalized solutions & advisory, tailored to each unique Singaporean needs across the 17+ CPF Schemes
Financial Planner / Client Adviser
GenRiver Financial Pte Ltd
02.2017 - 02.2019
- Increased client satisfaction by providing personalized financial planning services and investment recommendations.
- Developed comprehensive financial plans, portfolio-repairs for clients, resulting in improved long-term stability and growth
- Analyzed clients'' financial situations to develop customized strategies for debt management and wealth accumulation.
- Built strong relationships with clients through consistent communication and proactive portfolio updates.
Centre Administrator
Between The Lines Learning Centre
11.2015 - 12.2016
- Involved with the business acquisition of "Edhome Learning Centre" by the shareholders (Venture Capitalist and Investors) of "Between The Lines" Learning Centre.
- Assisted in sourcing for suitable CRM system, help to setup and implement it
- Enhanced operational efficiency by streamlining administrative processes and implementing time-saving strategies, managing the daily operations for optimal center performance, ensuring a smooth and efficient workflow.
- Developed and maintained strong relationships with staff, parents, and community partners to foster a collaborative environment.
- Reduced costs by negotiating with vendors for supplies and services, resulting in significant savings.
- Maintained accurate records of student progress reports by monitoring their academic achievements regularly.
- Facilitated communication between center staff, families, district personnel, and other stakeholders to promote collaboration and information sharing.
- Enhanced parent satisfaction through open communication channels and timely response to inquiries.
- Provided guidance and support to new employees during their onboarding process contributing to successful integration into the team.
Centre Manager
Edhome Learning Centre
05.2015 - 10.2015
- Establish workflow in a new startup acquisition (Edhome Learing Centre).
- Fortunate to witness current field of study (Business management) taking place and have first-hand experience of business management processes.
- Identified issues, analyzed information and provided solutions to problems at new learning centre.
- Used critical thinking to break down problems, evaluate solutions and make decisions for business owner.
- Proved successful working within tight deadlines and a fast-paced environment.
Cabin Crew
Singapore Airlines
10.2011 - 04.2015
- Acquired valuable “people management and adaptability” through flying with different colleagues on every flight for 3.5 years.
- Gain Sharpen "Situation-Awareness" and picked up Service-Finesse skillsets.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Assisted passengers with special needs, providing personalized care and support throughout the flight.
- Collaborated with fellow crew members to deliver a seamless flight experience for passengers, ensuring timely departure and arrival.
Education
Honors Degree in Business Management With International Business, - Business Management
University of London, Royal Holloway
01.2016
Skills
- Team Training
- CRM Software
- Database Management
- Product and Service Knowledge
- Quote Preparation
- Customer Service
- Sales Strategies
- Process Improvement
- Interpersonal Skills
- Performance Monitoring
- Effective Communication
- Active Listening
- Social Media Management
- Data Analysis
Languages
English
Bilingual or Proficient (C2)
Chinese
Upper intermediate (B2)
Hokkien / Teowchew (Dialects)
Elementary (A2)
Strengths Finders - Top Strengths
Clifton StrengthsFinders (My Top 7 Strengths / Strengths Domain Table)
1. Connectedness 2. Developer 3. Positivity 4. Adaptability 5. Ideation 6. Input 7. Consistency
References
- Edhome Learning Centre, Darrell Tan, Ex-Founder of Edhome, +65 93383114, darrell.tan@betweenthelines.com.sg
- 3:16 Church, Norman Ng, Senior Pastor (3:16 Church), +65 96823745, normanngwk@gmail.com
- Between The Lines Learning Centre, Jane Teo, Centre Manager, +65 96749213, jane.teo@betweenthelines.com.sg
- Central Provident Fund Board, Sheena K, Assistant Head (Bishan Service Centre), +65 92274915, sheena_kasturi_ramasamy@cpf.gov.sg
Hobbies and Interests
- Frisbee
- Rock climbing
- Basketball
- Soccer
- Contract Bridge
- Hanging out with my 2.5 years old son
Timeline
Senior Customer Service Executive
Central Provident Fund Board
04.2019 - Current
Financial Planner / Client Adviser
GenRiver Financial Pte Ltd
02.2017 - 02.2019
Centre Administrator
Between The Lines Learning Centre
11.2015 - 12.2016
Centre Manager
Edhome Learning Centre
05.2015 - 10.2015
Cabin Crew
Singapore Airlines
10.2011 - 04.2015
Honors Degree in Business Management With International Business, - Business Management
University of London, Royal Holloway
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