LEE PEI PEI
Singapore
Summary
I am an enthusiastic, independent, and people-oriented individual with a positive attitude and a cheerful personality. With a spirit of excellence, I believe in giving my best performance in everything I do. I will always try my very best to contribute in the progress of the company. Making growth and progress of the company to bring it at the peak of success will be my foremost goal. For that, I will integrate my skill sets and qualities to bring about the positive effects in my work. I have undergone various situations so I know how to work in different circumstances. I know how to clarify the doubts of my customer. I can understand their requirements. I can work in any conditions. My experience guides me in such situations. I will make efforts to grasp the new conditions and terms in this field to understand the nature of the work, as well as for its challenging and rewarding position.
Service management professional with strong expertise in client relationship building, conflict resolution, and service delivery optimization. Known for fostering collaborative team environments and driving measurable results. Highly adaptable, reliable, and skilled in strategic planning, communication, and problem-solving. Always prepared to meet changing needs and exceed expectations.
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
2
2
Languages
20
20
years of professional experience
Work History
Relationship Service Manager
Standard Chartered Bank
06.2025 - Current
- Support RMs with onboarding of new clients and products, including documentation for CASA, credit cards, wealth products, term deposits and AOF/CDD.
- Monitor and follow up on all client applications, instructions and requests until closure to meet turnaround time (TAT) standards.
- Guide clients who approach the bank to appropriate solutions for their needs.
- Assist with fulfillment of sales, ensuring all required documentation is complete, accurate and submitted correctly.
- Support RMs with activation activities: scheduling client conversations, preparing materials and following through on next steps.
- Educate clients and migrate them to digital and remote channels, including online/mobile banking, ATMs, Client Centre and self-service options.
- Assist customers with digital channel sign-up, including online/mobile banking and related debit card needs.
- Provide step-by-step guidance on using digital platforms and services.
- Review Wealth Management documentation for completeness and accuracy; scan and submit to CAU and follow up to resolution.
- Follow up with CDD team on pending higher-risk (e.g. “C” rated) and RFI cases, including obtaining additional client information or documents.
- Perform callbacks to clients to: Fund accounts to avoid cheque returns. Fund transfers – Telegraphic Transfer, Internal transfer etc Confirm cheques with alterations or differing signatures. Confirm instructions received via email, mail, myRM and third parties.
- Review instructions for fund transfers, book transfers, FX, OTT (including FEP declaration) and term deposits (rate and tenure) prior to execution.
- Raise all Service Requests (SRs) on behalf of RMs, approve SRs within mandate and follow up with middle/back office until closure.
- International Banking
Assistant Relationship Manager
International Personal Bank (Citibank - IPB)
11.2017 - 06.2025
- Deliver strong and reliable support to the relationship managers in processes, such as handling documentation for investments and client servicing for clients.
- Administer all work and ensure compliance to all guidelines. (KYC, AML & FATCA)
- Ensure current and prospective client have a consistent, superior Citibank experience through delivery of outstanding service
- Take full ownership and provided solutions to customer’s problem and ensure satisfaction of problem resolution
- Exercise due diligence in customer care to ensure good customer contact experience with Citibank, e.g. follow-up and callback to customers
- Resolve customer queries received through various channel (Email/Phone/etc.)
- Complete documentations for client’s transaction/investment needs.
- Perform phone confirmation and risk wrapper for investment. Input trades and setup leverage facilities. Manual calculation to ensure client’s portfolio is within margin.
Cash Relationship Officer
Citibank Singapore Ltd
07.2012 - 11.2017
- Checking encashment in both local and foreign currencies at the counter.
- Delivering superior Citibanking and Citigold Experience and satisfy service needs.
- Provide feedback to management on ways to enhance processes and service delivery
- Identify sales opportunities and make appropriate referrals
- Handle counter enquiries
- Assist in investigations relating to cash transactions/services
- Describe the bank’s various distribution channels to new and existing customers and recommend alternative Citibanking access points when appropriate.
- Assist in the processing of check/cash deposits in the 24 hours banking area.
- Collect MIS for the department.
- Exercise care and diligence in the course of duty for detection of counterfeit notes and TCs, forgery, money laundering etc.
Customer Service Consultant
StarHub Ltd
09.2011 - 07.2012
- Data entry of customer contract service changes and terminations.
- Regularly update and maintains customer database.
- Providing crucial administrative support in a confidential nature.
- Handle the tasks of drafting documents as requested by Customer Care Manager
- Making sure that customer service standards are being portrayed, established and complied.
- Work rotating shifts including weekends and public holidays.
Service Coordinator
Tami Services Pte Ltd
04.2008 - 01.2010
- Handle customer enquiries and requirements on products information, as well as providing them with the necessary details (e.g. Website links for related product).
- Prepare individual quotations, purchase orders, invoices and delivery orders for customers.
- Answer inbound calls in support of customer needs and conveyed in a step-by-step instruction to resolve product issues.
- Follow-up on phone calls, faxes and emails as well as providing post-sales activities.
- Coordinate with external departments (Sales etc.) to resolve quality issues.
- Data entry and updating of customer databases and purchasing information into company system.
- Organize, arrange and dispatch sales representatives and field technicians to provide marketing, sales, assistance and aid in products and products servicing.
Cashier
BreadTalk
03.2007 - 03.2008
- Operate and manage cash register.
- Calculate total payments received during a time period, and reconcile this with total sales.
- Advice customers on purchases and provide customer service.
- Maintain thorough knowledge of store merchandise.
- Compile and maintain cash records, check amounts and bank in cash.
- Develop constructive working relationships with others and maintain them over time.
- Deal with a diverse customer population.
- Handle customer enquiries as well as complaints.
- Close and secure store on a rotating team basis.
Retail Assistant
Poh Kim Video Pte Ltd
06.2006 - 12.2006
- Provide customer with product service, information, particular details and advice.
- Assist in running store, processing orders, inventory control, making pickups and deliveries including paperwork settlements.
- Handle cash register of shop.
- Maintain stock level and stock movement in an organized manner.
- Insure that products are in good condition and often replenish.
- Keep shop clean and welcoming.
- Handle and respond to phone enquiries.
- Close and secure store on a rotating team basis.
Education
O Level - SPM
Sekolah Menengah SS17
Malaysia01-2005
Skills
- Computer Knowledge
- Microsoft Office: Word, Excel, Outlook
- Customer service
- Strong empathy
- Industry awareness
- Excellent communication
- Customer relationships
- Relationship building
- Banking
- Service support
- Customer relationship management
- FLUENT IN English, Mandarin, Malay, Hokkien, Hakka and Cantonese
Interests
Movies and Music, Travelling & Concours the world by riding motorbike with loves one
Languages
Spoken: English, Mandarin, Malay, Hokkien, Hakka and Cantonese.
Written: English, Mandarin and Malay.
Efficiency
I am a quick learner and am able to achieve competency in almost all aspects of a job in a relatively short time. Communication is very crucial and applicable to both work and personal life. Thus, I will always make sure that I have good communications with anyone I come across.
SUMMARY OF QUALIFICATIONS
- Large work experience in the customer service industry with absolute customer orientation.
- Great experience of sales over calls with enough exposure to the job challenges.
- Good exposure to the fast paced work environment at customer service line.
- Great patience and persistence during the conversation with the customer.
- During my time in Citibank, I managed to handle the nasty customers and transactions smoothly. Nevertheless, it has further sharpened my PR and people managing skills.
Hobby
- Movies and Music.
- Travelling & Concours the world by riding motorbike with loves one
- Spinning
Timeline
Relationship Service Manager
Standard Chartered Bank
06.2025 - Current
Assistant Relationship Manager
International Personal Bank (Citibank - IPB)
11.2017 - 06.2025
Cash Relationship Officer
Citibank Singapore Ltd
07.2012 - 11.2017
Customer Service Consultant
StarHub Ltd
09.2011 - 07.2012
Service Coordinator
Tami Services Pte Ltd
04.2008 - 01.2010
Cashier
BreadTalk
03.2007 - 03.2008
Retail Assistant
Poh Kim Video Pte Ltd
06.2006 - 12.2006
O Level - SPM
Sekolah Menengah SS17