Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Saraswathy Chandran

Singapore

Summary

Experienced Senior Service Manager/Assistant Service Manager with a proven track record in the financial service industry. Customer service professional with 16 years of experience, skilled in Customer Service, Business Improvement, Team Building, Driving Results, and Learning Development. Focuses on delivering first-class service in every interaction. Actively seeks positions to optimize problem-solving and organizational skills for increased customer satisfaction. Looking for a challenging role with a growth-oriented organization to expand upon quality and strong communication skills. Demonstrates high personal integrity and builds trust with individuals. Approaches business plans and personal goals with persistence and flexibility, aiming for mutually beneficial achievements.

Overview

17
17
years of professional experience

Work History

Senior Service Manager/ Assistant Relationship Manager

Citibank Singapore Limited
11.2019 - Current
  • Assisting Relationship Manager for Wealth Hub/ Priority Clients with their day-to-day investment trade for Unit trust/ Brokerage/ Structure Notes
  • Processing paper/ Digital forms for the investment in a timely manner to avoid any losses to the bank
  • Ensure client’s service-related query answered and responded immediately without any delay
  • Assisting the Relationship Manager during the on boarding, issues they are facing day to day with their accesses and system
  • Assisting with new to bank account opening, time deposit establishment, redemption and other ad hoc queries
  • Ensure no losses to client and bank during investment execution
  • Ensure the bank's objective and client's interest are secured and followed always
  • Assisting admin work for the team as appointment tracker/ investigation logs to be assisted in a timely manner, and an investment tracker to be updated on a daily basis
  • All processes and compliance followed according to the bank’s set manual
  • Taking up small projects for internal team progress
  • Current Role’s Responsibilities

Assistant Manager for Complaint Management

Citibank Singapore Limited
07.2017 - 11.2019
  • Conduct Comprehensive end-to-end complaint case examination for the cases received from Regulators such FIDREC & MAS to Contact Centre via emails and calls
  • Assess the merit of claims by Citibank Clients, including assessing regulatory risk, organization’s policy and prepare a detailed report in a timely manner with a resolution
  • Explain findings and conclusions with confidence, orally and in writing
  • Think strategically and help make decisions that have a real impact on our clients and business
  • Introducing new processes or improving current processes to make them better and understandable for stakeholders
  • Prepare a clear and concise guide for our stakeholders to seek, avoid and manage disputes
  • Prepare monthly and quarterly reports on cases according to MIS and the type of complaint
  • With the report, create an end report to stakeholders to see the trend and work on the root causes
  • Conduct coaching and feedback sessions for the officers who were the root cause and to ensure no repetition
  • Role’s Responsibilities

Assistant Manager for Complaint Management

Citigroup Transactions Services (M) Bhd
06.2016 - 07.2017
  • Managing a complaint team with10 agents
  • Ultimate goal is to resolve Citibank Singapore Client’s complaint and recover the situation in best effort basis
  • Thoroughly investigate complaints/feedback from client and perform call backs to recover the customer experience
  • Handle major incidents and further complaints that cannot be resolved by agents
  • Controlling the expenses in service recoveries which are extended to client
  • Isolate and identify areas of improvement
  • Train agents on how to adequately address problem over the phone or how to write correspondence
  • Work with management on customer service initiatives and change management ideas
  • To ensure a clear knowledge and understanding of team objectives and priorities and how the individual role will contribute to the achievements
  • Works closely with the Country Customer Experience Team managing Presidential and Regulatory complaints
  • Role’s Responsibilities
  • Leading the Centralized Escalations Specialist Team

Citiphone Officer

Citibank Singapore Limited
07.2014 - 05.2016

Citiphone Supervisor

Citigroup Transactions Services (M) Bhd
06.2011 - 06.2014

Citiphone Officer

Citigroup Transactions Services (M) Bhd
02.2008 - 06.2011

Education

Degree - Business Management

AEU University
01.2016

Diploma - Accounting

Polytechnic Port Dickson
01.2006

Skills

  • Customer satisfaction
  • Operations management
  • Incident management
  • Sales support
  • Positive attitude
  • Customer service
  • Problem-solving
  • Time management
  • Reliable and responsible
  • Multitasking and organization
  • Goal oriented
  • Critical thinking
  • Workplace safety
  • Team leadership
  • Trustworthy and honest
  • Verbal and written communication
  • Customer service management
  • Relationship building
  • Work Planning and Prioritization
  • MS office
  • FLUENT IN [LANGUAGE]
  • Data analytics

Awards

EXSA award (Excellence Service) Award – Singapore: Silver Award-2011, Gold Award –2022, Star Award –2023 - An award given to bank employees for their excellent contribution and commitment service., Long Service Award: Citibank Singapore (5 Years)-2013 & (10 years)2018, (15 years)2023 - An award given for employees on the vintage., ARC –Outstanding Award, Citibank Singapore Pte Ltd –2015 - An award for Outstanding Performance Individual Award., Citi Model Award2016 - An award given for being the best employee based on review, survey and vote by direct manager.

Timeline

Senior Service Manager/ Assistant Relationship Manager

Citibank Singapore Limited
11.2019 - Current

Assistant Manager for Complaint Management

Citibank Singapore Limited
07.2017 - 11.2019

Assistant Manager for Complaint Management

Citigroup Transactions Services (M) Bhd
06.2016 - 07.2017

Citiphone Officer

Citibank Singapore Limited
07.2014 - 05.2016

Citiphone Supervisor

Citigroup Transactions Services (M) Bhd
06.2011 - 06.2014

Citiphone Officer

Citigroup Transactions Services (M) Bhd
02.2008 - 06.2011

Diploma - Accounting

Polytechnic Port Dickson

Degree - Business Management

AEU University

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