Stephanie Alicia Vincent
Summary
Highly motivated relationship service manager with 11 years of customer service experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Relationship Service Manager, Branch
Standard Chartered Bank Singapore Limited
04.2023 - Current
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by helping CERs with filtering the walk ins queue to provide fats and efficient service.
- Met with customers to discuss service needs and develop effective and practical solutions.
Customer Experience Representative
Standard Chartered Bank Singapore Limited
04.2012 - 04.2023
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of walk ins utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Resolved customers' issues related to CASA, Credit cards and personal loans to encourage good customer relationships.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Senior Customer Service Officer
Fitness First Singapore
03.2010 - 10.2011
- Strengthened customer relationships and authored strategies to provide positive experience for customers.
- Guided team members with clear directions, timelines and feedback.
- Prepared, analyzed and presented profitability reports to prevent fraudulent situations.
- Mentored new employees while supporting complex dedicated suite of products and services.
- Developed employee skills development guidelines to deliver best-in-class customer experience.
- Maintained customer account information database by canceling and updating customer accounts.
- Resolved issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
Education
Diploma - Mass Communications
Management Development Institute of Singapore
SingaporeSkills
- Technical Skill
- Operating Systems
- Customer Service
- Critical Thinking
- Office Administration
- Problem-Solving
- Conflict Resolution
- Trustworthy and Honest
- Outgoing and Energetic
- Reliable and Responsible
- Continuous Improvement
- Multitasking and Organization
Accomplishments
Received EXSA award every year consecutively for the past 10 years.
Certification
Pioneer Secondary SchoolObtained GCE ‘O' level in English, Mathematics, Combined Humanities, Principles of AccountAwardsReceive Member's choice award in Fitness first from Feb, Mar, Apr, June and Jul 2011.
Timeline
Relationship Service Manager, Branch
Standard Chartered Bank Singapore Limited
04.2023 - Current
Customer Experience Representative
Standard Chartered Bank Singapore Limited
04.2012 - 04.2023
Senior Customer Service Officer
Fitness First Singapore
03.2010 - 10.2011
Diploma - Mass Communications
Management Development Institute of Singapore
Pioneer Secondary SchoolObtained GCE ‘O' level in English, Mathematics, Combined Humanities, Principles of AccountAwardsReceive Member's choice award in Fitness first from Feb, Mar, Apr, June and Jul 2011.
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