Summary
Overview
Work History
Personal Information
Education
Other Accreditations
Date Of Availability
Timeline
Generic
Madelyne Santiago Leong

Madelyne Santiago Leong

Summary

Diligent and customer oriented, striving to succeed at satisfying different types of customers with creative and knowledgeable solutions.


Strong leadership and problem-solving skills dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.


Organized and dependable, capable of managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.


Driven individual with skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences with service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.


To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

19
19
years of professional experience

Work History

Customer Experience and Operations

CapitaLand
01.2021 - Current
  • Working with internal stakeholders to understand customer journeys and develop and refine features to create a seamless customer experience
  • Manage and support the customer experience governs under the membership loyalty programme while obtaining cost optimization
  • Experience in managing vendors, including negotiating vendor contracts and managing vendor expenses
  • Manage vendors by developing expectations, measuring performance, and building a strong business partnership
  • Address customer inquiries, concerns, and complaints by providing solutions and alternatives and prompt follow ups to confirm resolution.
  • Investigate and resolve customer inquiries and complaints efficiently and accurately
  • Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Enhance productivity levels by anticipating needs and delivering outstanding support.
  • Digital marketing planning, tracking, campaign management and reporting, providing feedback and advice on how to achieve the best performance and results to stakeholders.
  • Support CapitaLand business units to deliver digital marketing campaign roll outs, data capture, organization, and activation.
  • Uphold, maintain and improvise seamless and efficient ways to work with CapitaLand business units and collaborate effectively with cross functional teams such as Platform Marketing, Merchant Success, Customer Experience, Business Development and Product team
  • Measure campaign performance against forecasts, optimizing results for continued improvement and provide new ideas, solutions and sharing of effective campaign strategies
  • Continual assessment and development of best practices and approaches to optimization, digital campaign management and business process improvement
  • Understand and utilize relevant data and analytics to gain insights on campaign performance.
  • Increase efficiency and team productivity by promoting operational best practices and performance by monitoring team member productivity and providing feedback.

Business Development Executive

Standard Chartered Bank
06.2020 - 12.2020
  • Working closely with the Team Manager to develop and implement sales and service strategies to achieve (and if possible, to exceed) committed targets in Business Banking Products such as Unsecured Term Loan, Business Property Loan, Trade Working Capital, Business Corporate Account & Bancassurance
  • To develop the business portfolio through acquisition of new to bank customers
  • Generation of new leads for new business and new prospects via sales promotions, out-marketing calls, presentations/seminars, actively building alliances and partnership with the Agencies like Spring Singapore, EDB, ASME - EDC and other business associations
  • Liaise with internal and external parties to fulfil client requests and needs e.g
  • Recommendation of credit and administrative follow-ups, handling customer issues and complaints
  • Ensure compliance with Group Policy and Standards, KYC, FAA, local laws and regulations and other controls and procedures of the Bank.

General Manager

Greenrich Singapore Pte Ltd
04.2019 - 06.2020
  • Overlooking company's overall aspects such as projects, finance, accounts and marketing
  • Coordinating and managing subcontractors' schedules
  • On-site visits to ongoing projects to build rapport and trust with clients
  • Managing and creating ads on Google & other social media platforms
  • Building company's brand and image across social media platforms
  • Handling disputes/discrepancies among subcontractors and clients to ensure smooth sailing works up to completion and handover
  • Source for new projects via social media and referrals from existing clients, friends and family.

Senior Relationship Officer

DBS Bank Ltd
10.2015 - 03.2019
  • Collating customers' documents required for re-financing of their packages with DBS Bank
  • Retaining customers with market knowledge and by providing good customer service and solutions
  • Computing MSR & TDSR in accordance to MAS regulatory and guidelines
  • Assessing areas of possibilities within customers' requirements and needs
  • Working closely with Credit Operations and Customer Care to provide timely and accurate reports and assessments
  • Fast paced and meticulous environment to meet 1 day's turnaround time
  • Attending to ad-hoc assignments such as Car loans and Renovation loans.

Senior Sales Executive

DBS Bank Ltd
07.2011 - 10.2015
  • Working in a fast paced DBS call centre as part of DBS's sales organization
  • Working within a team of other sales executives, striving to meet monthly individual targets and team target
  • Making full use of leads provided by the bank, marketing products which include credit facilities (loans), overdraft facilities, and services such as updating of customers' income database
  • Results driven and highly pressured but financially rewarded when target is achieved
  • Constant top tier target achiever since 2012
  • Team in-charge as and when required, ad hoc duties such as being responsible for the team's call productivity reporting to Unit Manager, ensuring that each individual sales officer has sufficient leads to generate sales, UAT testing in new system
  • Products: Credit Card Loans, Overdraft Loans, Credit Limit Increase
  • Monthly targets: $300,000 minimum per month (KPI)
  • 1st Pay out scheme: $300,000 to $ 400,000 @ 0.50%
  • 2nd Pay out scheme: $500,000 and beyond @ 0.70%
  • Yearly income $50,000 to $65,000 inclusive of basic salary and commission.

Administrative Assistant

JAMES LEE REALTY/JAMES LEE CREDIT PTE LTD.
04.2009 - 06.2010
  • Responsible for all aspects of the administrative work within the Company
  • Duties include: Program implementation; Scheduling of activities; Coordination of participants; Transport and Supervision of participants to and from activities; Operating on a monthly budget
  • Responsible for the account books, monthly reports and major hands-on on advertising in the papers and websites for company and agents
  • Performing and learning ad-hoc duties required such as learning CPF contributions for foreigners, applying for work pass for foreigners.

Events Sales Executive

VISUAL STUDIO SINGAPORE PTE LTD.
02.2008 - 03.2009
  • Working independently for all aspects including cold callings, leads generating and presentations
  • Responsible for follow-ups with existing clientele and generating more potential clientele to the company
  • Liaisons with program managers to work on and brainstorm on new ideas for proposals
  • Events dealt: Dinner & dances, Road shows, Product Launches.

Supervisor

GOLF REVOLUTION (NIKE GOLF) PTE LTD.
08.2004 - 02.2008
  • Managing a team of 5 to achieve given sales target
  • Planning of monthly schedules and distribution of individual duties to implement responsibilities
  • Attended yearly overseas-shows of new launches and products
  • Involvement in products shipping and reporting in customers' feedbacks in new golfing equipments
  • Handles daily and monthly reports on shop/counter sales performances, individual staff's performances, product sales trending.

Personal Information


  • Date of Birth: 3 Jan 1988
  • Nationality: Singaporean
  • Marital Status: Married
  • Race: Filipino
  • Languages Spoken and Written: English & Chinese

Education

SMA - School of Management 

Advance Diploma in Psychology

Other Accreditations

  • 2007 & 2008 - Attended Singapore Retailers Association (Representing Golf Revolution Pte Ltd) Awards: Bronze & Silver
  • 2017 EXSA - DBS Bank Ltd
  • 2018 EXSA - DBS Bank Ltd Awards: Star & Gold
  • 2021 British Council - Workplace Literacy & Numeracy Assessment

     - Listening - Score 8

     - Reading - Score 7

     - Speaking - Score 7

     - Writing - Score 8

     - Grammar & Vocabulary - Score 8

     - Numeracy - Score 5


Date Of Availability

1-month notice

Timeline

Customer Experience and Operations

CapitaLand
01.2021 - Current

Business Development Executive

Standard Chartered Bank
06.2020 - 12.2020

General Manager

Greenrich Singapore Pte Ltd
04.2019 - 06.2020

Senior Relationship Officer

DBS Bank Ltd
10.2015 - 03.2019

Senior Sales Executive

DBS Bank Ltd
07.2011 - 10.2015

Administrative Assistant

JAMES LEE REALTY/JAMES LEE CREDIT PTE LTD.
04.2009 - 06.2010

Events Sales Executive

VISUAL STUDIO SINGAPORE PTE LTD.
02.2008 - 03.2009

Supervisor

GOLF REVOLUTION (NIKE GOLF) PTE LTD.
08.2004 - 02.2008

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Madelyne Santiago Leong