Michelle Yi-Hsuan Wu

-Identify and onboard new-to-bank Citigold/Citigold Private Client customers, through internal and external channels

-To help increase market share for IPB Taiwan market

-Assist client in their account opening application

-Actively engage potential referrers and prospects to generate a pipeline of prospects

-Tight follow up with prospects to convert them into clients and ensure healthy funding

-Deliver on the scope card parameters but no limited to grow NTBs, clients' digital penetrative, qualified funding

-Deliver consistent and best-in-class customer service

-Meet the compliance and controls standards set by the Citigroup

• The primary objective of my job is taking ownership in ensuring the IPB Client Centers are well kept, clean and tidy with excellent housekeeping habits.
• Extend warm, friendly & professional services to all customers (internal & external) who walk in to the Client Centers.
• Strive for zero customer complaint on my service at all times.
• In handling and interacting with customers, to ensure customer's requests & instructions are fully understood and responded to in line with customer's expectations.
• To ensure all customers' requests/instructions received at the Client Centers are executed accurately and promptly.
• Ensure issuance of all security items (including ATM Card, PIN, OSD, etc.) are handled accurately and records are maintained in accordance to set standards.
• Identify opportunities for service improvements and contribute actively in any initiatives/projects to help Business achieve its objectives in driving NPS.
• Take full ownership of Power of ONE by demonstrating the Values and defined standards of performance in all interactions with the customers (internal and external).
• Participate actively in the CPC Client Interview Program and proactively arrange client interviews between Senior Council Members of the IPB Client Experience Council and walk-in clients.
• Be a mentor to new team members, and be an effective backup to the Team Leader.

• The primary objective of my job is developing the team to ensure that visitors and clients are received in an excellent and professional manner and that all reception areas operate a high quality service at all times.
• To supervise the professional greeting of clients and visitors, to the highest standards.
• To manage room reservations ensuring that the bookings team are processing all enquiries accurately.
• Induction and training of receptionists.
• Appraisals and performance management of staff, including monthly meetings.
• Leading, monitoring, motivating and inspiring the team; providing guidance and support.
• Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front Desk Services.
• On-going development of skills and knowledge for the Reception team.
• Produce, manage and operate the reception roster, checking future planned absences, planning cover and ensuring overtime is provided when necessary.

• The primary objective of my job is to running of the Reception by assisting in developing the team and ensuring they provide unrivalled personal guest service.
• I have to manage the overall daily operation of reception counter, handling of guest complaints and managing of staff.
• Maintain and ensure consistent quality of service is delivered to customers by the reception team.
• Deal with customer complaints and grievances.
• Work reception shift and carry out daily shift procedures and tasks.
• To develop, train and discipline of the reception team and devise staff rotas.
• Assess and monitor reception procedures and Standard Operating Procedure Manuals and devise new and amend where necessary.
• Chair reception meetings and attend management meetings.
• Daily correspondent with Finance and Sales department on guest accommodation & billing matters.

• The primary objective of my job is responsible to provide professional and customer focused service to our VIP, corporate and executive club guests, ensuring that their stay will be a memorable luxurious experience.
• Maintain effective communication with all related departments to ensure smooth service delivery.
• Maintain good working relationship with all Front Office employees with particular emphasis on Front Desk Agents and Guest Service.
• Responsible for room assignment for future arrival guests and ensure to meet the regular guest's preference.
• Responsible for handling and following up on guest complaints and other issues.
• Handling VIP guests arrival and departure schedule.
• Operation of Executive Lounge.
• Familiar with PEGASUS system.

• The primary objective of my job is to responsible to provide professional and customer focused service to our VIP, corporate, and Grand Club guests, ensuring that their stay will become a memorable luxurious experience.
• Maintain effective communication with all related departments to ensure smooth service delivery.
• Supervise all Front Desk employees ensuring guests are taken care of in a professional and friendly manner.
• Maintain good working relationship with all Front Office employees with particular emphasis on Front Desk Agents and Guest Service.
• Overseeing the day to day operation of Grand Club.
• Responsible for handling and following up on guest complaints and other issues.
• Handling VIP guests arrival and departure schedule.
• Attending daily meetings regarding the next arrival guest's reservation.
• Management Trainee in Rooms Division for 18 months.
• Handling dedicated Spanish speaking guests.
• Ensure of smooth check-out payment transaction.
• Familiar with OPERA system.
• Reason of leaving: Married to Singapore.

• Assisted in management of marketing.
• Handling overseas clients requests such as providing quotation, contacting local material supplier, cooperating with overseas courier.
• Handling clients orders from Southern, Central America & Spain due to dedicated Spanish speaking.
• In charge of translating documents from English to Chinese.
• In charge of translating documents from Spanish to English or Chinese.
• Reason of leaving: Found opportunity that is relevance to what I have been graduated.

• Schedule on behalf of the Managing Director meetings between him and his direct reports and the committees and groups.
• Filter general information, queries, phone calls and invitations to the Managing Director by redirecting or taking forward such contact as appropriate.
• Responsible for client billing and coordinated the administration of product orders.
• In charge of translating documents from Spanish to Chinese.
• Reason of leaving: Found job opportunity in Taipei City, Taiwan to gain more experience & exposure working in Asia.