ROSIEANNA OSMAN

Promoted to Senior Customer Contact Centre Advisor

Employee of the Year 2019

• Accept and register bookings for DHL customers via calls and Live Chats

• Promote and upsell value added services to customers

• Identify sales lead when an opportunity rises

• Ensure that all information are accurate such as transit times and customs regulations

• Assist team supervisor to coach advisors on their daily tasks to ensure they meet their individual KPIs

• Scheduled Contact Center’s monthly standby overtime

• Encourage and guide peers to achieve higher performance standards, and whenever necessary

• Support and provide assistance to the peers

• Handle permit applications and heavyweight requests

• Assist in following up with dangerous goods shipment queries

• Support Contact Center as weekend duty manager and handle complains when arises

• Assist to do monthly call audits

• Handle complain and claims and ensure prompt and effective resolutions to meet customers’ expectations

• Analyze cases to identify the root causes of service incidents/failures and suggest solutions to pre-empt recurrence within DHL network

• Provide suggestions or alternatives for improving customer service quality to meet and exceed customers’ expectations

• Follow Up on customers’ feedback via Net Promoter Approach

• Interviewed clients to determine current income, expenses, insurance coverage, financial objectives, risk tolerance and other information needed to develop financial plan.
• Provided specialized financial planning support for clients with diverse portfolios and individual needs.
• Met with clients to discuss assets, expenses and long-term and short-term investment goals to devise personalized financial plans.
• Coached and advised clients in business plans and processes to achieve profit objectives.

• Calculated premiums and established payment methods for sales.
• Remained impartial in order to advise clients based on circumstances.
• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
• Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
• Provided professional financial advice and enquiry services to individuals

Promoted to Personal Financial Manager

• Making outbound calls to customers to update them on products & services

• Identify customers’ needs & opportunities to hand-off quality referrals to Personal Financial Managers for investment & insurance cross-selling opportunity

• Maintain a good communication & understanding of customer needs with Personal Financial Managers

• Complete & meet all service requests by consistently meeting the Call Centre’s standard

• Ensuring customers profile & relationship with the Bank is kept strictly confidential

• Follow-up on mortgage enquiry requests to customers who have sent in requests for information on mortgage packages

• Mentoring junior staff of workflow & processes

• Develop relationship with clients by exploring their financial needs

• Analyze clients’ portfolio and products & update them bi-annually on the performance of their investments

• Keeping & monitoring clients' comprehensive financial plans up to date to meet their financial objectives

• Assistant to the Channel Vice-President

• Arrange travel & administrative matters

• Administrative Support for the department

• Assist in Scheduling of Programmes & Trailers for the free-to-air channel • Provide support in acquisition and liase with Legal and Finance department for contracts and other documents

• Co-ordinate with other departments and external companies for promotional & outdoor events

• Handled payments of invoices from production companies

• Co-ordinate with artistes & production houses for assignments

• Maintaining & Troubleshooting of Electrical & Mechanical System in Terminal 1 Changi Airport

• Responding & attending to calls of complains

• Assist Technical Officer in doing up schedules for team