Experienced with project management, team leadership, and strategic planning. Utilizes effective communication and problem-solving skills to drive team success. Knowledge of fostering collaboration and implementing process improvements to achieve organizational goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
KYC Operations Senior Team Lead
Wise Asia Pacific PTE LTD
06.2024 - Current
Led cross-functional teams to enhance project delivery and operational efficiency.
Developed and implemented training programs for staff, improving team performance and engagement.
Streamlined processes to reduce turnaround time, resulting in significant workflow improvements.
Facilitated regular team meetings to align goals and ensure clarity on project objectives.
Mentored junior team members, fostering skill development and career growth within the organization.
Analyzed project metrics to identify trends, driving data-informed decision-making strategies.
Collaborated with stakeholders to define project scope and set achievable milestones effectively.
Spearheaded initiatives that enhanced communication between departments, improving overall collaboration efforts.
Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Established clear performance metrics for individual team members, driving accountability towards meeting organizational goals.
Increased overall productivity with consistent monitoring of team progress, adjusting priorities as needed.
Promoted a collaborative work environment by initiating team-building activities and fostering open communication channels.
Established open and professional relationships with team members to achieve quick resolutions for various issues.
Helped meet changing demands by recommending improvements to business systems or procedures.
KYC Team Lead
Wise Asia Pacific Singapore PTE LTD
06.2018 - 06.2021
Help support and develop the ROA SEA verification team using coaching, mentoring and training methods, 1:1’s, team meetings and goal settings
Help set the team’s SLAs and KPIs up for success by deep diving into issues that are controllable on our end to fix and also take a look incoming volumes for the hour/day, setting correct shifts for agents to maintain capacity and demand
Monitoring agent’s KPIs weekly and ensuring it is maintained
Coordinating training and development for new joiners, or refresher course for existing agents (to meet regulatory obligations and keeping check that we are continuously in line and abiding)
Work cross functionally to ensure customer satisfaction is met, through tribe meetings and compliance meetings
Help and assist with hiring for the KYC team within the region or cross regions, submitting scorecards to aid making decisions to hire
Customer Support Team Lead
TransferWise Singapore PTE LTD
06.2018 - 06.2021
Maintaining Customer Service Standards:
Liaising with different departments to ensure that customer’s objectives and NPS scores/comments/feedback are acknowledged and met
Ensuring a high level of customer focus with due care and attention to customer priority issues and appropriate level of customer communication is given
Assigning and monitoring customer support tickets and implementing action plans and escalation procedures to address problematic situation and areas
Developing and maintaining customer cSAT measurement into metrics
Defining and implementing the procedures and policies to ensure high quality service is delivered and adherence to KPIs
Bringing focus to the team to reach KPIs by setting weekly goal setting (WIGs)
Quality Assurance for team and reporting results
Collaborating with CS outsourcing to work efficiently with Sykes
Forecasting and scheduling monthly, monitoring and maintaining planned and unplanned absences
Daily leading (a point of contact) operational work or crisis management where needed
Customer Support Agent
TransferWise Singapore PTE LTD
12.2017 - 06.2018
Assist customers have the best experience possible with our product working across emails, phones and chats
Being attention, empathetic towards customers and getting them the solutions they need to complete their transfers
Be liaison between cross teams to raise issues and fix tech problems
Trained newbies joining the team and assisting with mentoring and side by side where needed
Personal Assistant
Pan Pacific Serviced Suites Orchard, Singapore
04.2014 - 12.2017
Attended to Customers enquiries, feedback and complaints in the most efficient and service oriented manner
Coordinate monthly in house events / Set meeting rooms where necessary
Taking note of resident(s) preferences and taking care of flight arrangements
Maintain good knowledge of current local events and places of interests
Manage pre arrival, departure and check ins, booking of transportations and travel arrangements
Ensuring confidentiality of residents information
Perform ad hoc duties and administrative work
Cabin Crew
Valuair PTE LTD (Jetstar International Airways)
06.2012 - 03.2014
Attending pre flight briefings
Carrying out pre flight duties, including safety equipment checks, security checks and tidiness of aircraft
All security information are visible to passengers
Welcome passengers onboard
Informing passengers of safety procedures and ensuring aircraft is safe and non hazardous before take off
Making announcements on behalf of pilot
Serving meals and refreshments
Attend yearly refresher trainings and reassessment for aircraft familiarity, emergency situations and First Aid
Vice President Asia / General Manager at Jet Aviation Asia Pacific Pte Ltd, AsiaVice President Asia / General Manager at Jet Aviation Asia Pacific Pte Ltd, Asia