Zhi Yang Lim
Summary
I am a seasoned Customer Centre practitioner with 13 years experience serving a 24 x 7 Customer Centre handling more than 3 million calls a year. (6 years in a BI capacity)
Experienced in Data Management and Visualization, including solution design and development, change management and end user delivery.
(Migrated the call centre's localized data set-up away from Teradata BIP and onto centralized data platform )
Results driven. Part of the team which implemented a hyper personalized phone journey that reduced call demand by 250k in 20218.
Firmly rooted in practical data analytics, having both Business and Analytics backgrounds, able to deliver practical short and long term analytics solutions at speed.
Overview
12
12
years of professional experience
Work History
Business Intelligence Lead
DBS
11.2016 - Current
Led a Squad and Migrated SG Customer Centre's data environment onto the ADA framework. Comfortable communicating with Data, Technology and Business stakeholders.
(2020-2021)
Part of Agile squad implementing a hyper personalized phone journey, aimed at predicting customer needs and intercepting them with self service solutions. Created a dashboard that enabled self service business analytics and reporting, enabling quick experimentation within 4 week cycles. (2018-2019)
Develops and maintains analytical tools via Qlikview that support day to day operations of the 24/7 SG Customer Centre (2016-2017)
Client Services and Operations Development Manager
DBS
01.2015 - 11.2016
Collaborated with CBG product counterparts to minimize Failure Demand within SG CCTR and ensure smooth deployment of new initiatives
(Paylah, CNY Pop-up ATMs)
Knowledge Management and Communications Specialist
DBS
04.2012 - 12.2014
Familiar with Customer Centre processes, used to manage in-house knowledge portal used to Customer Centre Agents to service customer.
CCAS Gold Winner 2015 - Best I.T. infrastructure Support Specialist (Driving performance via knowledge management solutions)
Customer Service Officer
DBS
11.2009 - 03.2012
Education
Bachelor of Science - Banking And Finance
SIM - University of London Program
Singapore01.2009
Skills
Data Visualization
Business Analytics
Employee/Customer Journey Design and Analysis
Data Translation
Change Management - Data POV
Knowledge Management
Strategic Planning
Stakeholder Management (Tech and Business)
Technical Proficiencies
Teradata SQL
Qlikview
ADA University
Timeline
Business Intelligence Lead
DBS
11.2016 - Current
Client Services and Operations Development Manager
DBS
01.2015 - 11.2016
Knowledge Management and Communications Specialist
DBS
04.2012 - 12.2014
Customer Service Officer
DBS
11.2009 - 03.2012
Bachelor of Science - Banking And Finance
SIM - University of London Program