Tilaka Chandra
Singapore
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
24
24
years of professional experience
10
10
years of post-secondary education
3
3
Certifications
Work History
Customer Service Manager (Team Manager) - Contact Centre, Technology & Operations (Associate)
DBS Bank
12.2018 - 10.2023
- To lead, coach & manage a team of Customer Service Officers (CSO) in providing personalized service over the telephone & email related to DBS products & services
- To monitor individual and team performance and ensure CSO KPIs are met to achieve customer satisfaction, operational efficiency, and teamwork
- Manage and responsible for complex escalations received from internal/external stakeholders, CEO, MAS & FIRDEC
- Providing resolution to compliance investigations (AML & transaction monitoring) & other complex enquiries from front liners, sourcing of exceptional handling opportunities and identify process improvement or coaching needs
- To mend social duties via DBS social media platforms to engage/attend/assist with customer’s queries
- Support and protect the DBS brand by creating positive discussions in the social media community and to ensure message consistency across the different online platforms
- Identify cross-sell opportunities during customer interaction, creating awareness of latest promotional products
- To proactively identify opportunities and process improvements within contact centre to improve customer journeys
- Support and lead operation improvement initiatives via internal projects
- Identify potential Scam/ Fraud cases, tend to escalation calls pertaining to scam/fraud and perform transaction monitoring on scam/fraud cases
- Perform transaction monitoring for Anti- Money Laundering (AML, CFT and money mule related to scam/fraud cases)
- Follow up with customer on AML transaction details
- To monitor daily Service Level and ensure CSOs meet the centre’s SL
- Prepare SL statistics and present to management for improve
- Gather customers’ feedback and provide suggestion to DBS Management on issues for improvement based on trends
- Collect and prepare statistics to study the customer’s market and trends
- Trained in Personal Banking, Home Loans, Unsecured Lending & Investment.
Tax Officer (Property Tax)
inland revenue authority of singapore
10.2017 - 11.2018
- The position requires to handle frontline tax enquiries (e.g over phone) and manage overall taxpayer relationship.
Constituency Management Executive
People’s Association c/o Ace the place cc
10.2002 - 05.2013
- The position serves as an administrator and facilitator in the formation, development and consolidation of GROs at the constituency level, thereby promoting social cohesion, racial harmony and community bonding
- Assists to formulate, implement and review plans for the development of GROs and the community
- Attends monthly meetings of the GROs assigned and takes follow-up actions
- Acts as a catalyst to encourage and assist the GROs to plan and implement community projects
- Provides administrative and logistical support and guidance to the GROs to facilitate effective implementation of their activities
- Co-ordinates the recruitment, appointment and reappointment of members of the GROs to ensure a high level of involvement and minority group participation
- Explains government policies, facilitates discussion and channels feedback to appropriate parties to develop and strengthen the GROs as an effective communication channel between the government and the people.
Secretary cum Marketing Assistant
the singapore statutory boards employees’ co-operative thrift & loan society ltd
02.2001 - 08.2002
- The position serves as a platform connecting the organisation with other statutory boards to be a recognised channel in providing financial assistance
- Also a supportive role in organisation where they are employed to undertake a variety of administrative and clerical tasks
- Organizing and servicing meetings (producing agendas and taking minutes) Managing accounting and members databases Recruiting, training and supervising junior staff Implementing new procedures and administrative systems Liaising with relevant external organisation for fundraising events.
Public Relations Assistant
ministry of defence
10.1999 - 11.2000
- A career in PR involves gaining understanding and support for clients, as well as trying to influence opinion and behavior
- Sourcing and managing GRLs and sponsorship opportunities; Organising events including press conferences, exhibitions, open days and press tours; Assisting in preparing and supervising the production of publicity brochures, handouts, direct mail leaflets, promotional videos, photographs, films and multimedia programs.
Education
Bachelor of Business - Management and Marketing
James Cook University Singapore
06.2013 - 04.2016
Diploma in Psychology - Aesara School of Liberal Arts
American Institute of Arts & Sciences
05.2004 - 04.2006
GCE “O” & “N” levels - undefined
Yishun Secondary School
01.1993 - 05.1998
Skills
Customer Service
Customer Relationship Management (CRM)
Problem-Solving and Analytical
Team Building and Leadership
Communication
Coaching and Development
Performance Management
Time Management and Organization
Process improvement
Conflict Resolution
Data Analysis and Interpretation
Change Management
Relatedskills
Excel, Words, PowerPoint, Systems, Applications & Products in Data Processing, Adobe Photoshop, English - Spoken & written fluently, Tamil – Spoken & written fluently, Malay –Spoken moderately, 2001 Certificate in Book Keeping, 2000 Certificate in Office Skills, 2024 Certificate in Compliance Officer (Foundation Compliance in Risks, Ethics, and Culture, Foundation Compliance Policy, Foundation Financial Crime Compliance (AML & CFT) & Foundation Financial Products & Regulation), Fundraising and event management experience during six years of volunteering with My First School Campus.
Linkedinprofile
https://www.linkedin.com/in/tilaka-chandra-64646b2b7
Personal Information
Date of Birth: 01/22/80
Awards
- James Cook University Singapore Golden Key Award, SP51/2015.
- Best Speaker award from Asian Youth Leaders Travel and Learning Camp 2015.
- Good Service Award from Chief Executive Director of People’s Association.
- Service Appreciation Award from Director, Quality Manager of People’s Association.
- EXSA – Silver Award with DBS 2020
- EXSA – Gold Award with DBS 2021
- EXSA – Star Award with DBS 2022 & 2023
References
Ms Inderjeet Kaur, 9337 6647, inderjeetkaurg@dbs.com, Team Manager (Past Supervisor), 5
Extracurricular Activities
1990-1997 Track and Field 1993 – 1996 NPCC (Corporal) From 2015 Hatha Yoga
Languages
English
Tamil
Certification
Certificate in Compliance
Interests
Customer Experience
Digital Transformation
Timeline
Certificate in Compliance
04-2024
Customer Service Manager (Team Manager) - Contact Centre, Technology & Operations (Associate)
DBS Bank
12.2018 - 10.2023
Tax Officer (Property Tax)
inland revenue authority of singapore
10.2017 - 11.2018
Bachelor of Business - Management and Marketing
James Cook University Singapore
06.2013 - 04.2016
Diploma in Psychology - Aesara School of Liberal Arts
American Institute of Arts & Sciences
05.2004 - 04.2006
Constituency Management Executive
People’s Association c/o Ace the place cc
10.2002 - 05.2013
Secretary cum Marketing Assistant
the singapore statutory boards employees’ co-operative thrift & loan society ltd
02.2001 - 08.2002
Certificate in Book Keeping
01-2001
Certificate in Office Skills
01-2000
Public Relations Assistant
ministry of defence
10.1999 - 11.2000
GCE “O” & “N” levels - undefined
Yishun Secondary School
01.1993 - 05.1998
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