Serena Lee
Seeking a position with growth potential where my professionalism and experience can be utilized
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About
Seeking a position with growth potential where my professionalism and experience can be utilized.
Experience
Customer Service Officer - TEMPUR Singapore Pte Ltd - Singapore
(2022-04 - 2026-04)
- Respond to emails promptly, hotline enquiries, whats app and SMS messages and online LIVE chat
- Follow up on complaints and feedback cases, update documents in file
- Perform on-site mattress assessments whenever necessary
- First point of contact for all deliveries issues
- Liaise and coordinate with Logistics for all deliveries and product warranty claims
- Update Ergomotion Customer Service system for all cases
- Reports to collate and update on weekly basis for Visitorship tracker
- Upload defective pillows and mattresses photos to shared folders for warranty claims
- Any other assignments and duties assigned by the Company from time to time
Customer Service cum Admin officer - Jeep Sing Fashion - Singapore
(2021-05 - 2022-02)
- Attend to customers and schools' enquiries via walk-in, emails and phone calls
- Maintain accurate and timely records of correspondence such as reservation/ appointments or discussion with the customers in various systems
- Ensure all orders are dispatched to customers and schools quickly
- Assist in retail stock taking and update of inventory orders
- Perform Admin tasks for various departments
- Find ways to improve Admin processes
- Manage any other ad-hoc duties when assigned
Bank Officer - Loan Operations - OCBC Bank - Singapore
(2010-01 - 2019-10)
Duties and Functions in Secured Loan, Consumer Loan Operations (Middle and Back office) and Documentation for Commercial Property Loans/ HDB Shop Loans and Machinery Loans:
- Handle Mortgage Loan documentation (Private Home Loans and HDB Loans) for disbursement / redemption/ loan cancellation/ loan restructuring/ partial repayment and other ad-hoc loan related service requests
- Prepare instructions (I.e. payment of valuation/ legal fees, partial capital/bridging loan repayment) to Consumer Loan Admin for all customers/lawyers' instructions
- Perform safe keeping of security documents with Custodian via CLIMS
- Ensure that post-approval documentation is in order and perform other required checks prior to disbursement of funds
- Communicate with partners from Sales, Risk, Collections and other Operations units
- As assigned by Team Lead: to take on additional tasks such as but not limited to Coaching and Mentoring, Business Continuity, Administrative duties etc
Bank Officer – Credit Administration - CIMB Bank Berhad - Malaysia
(2008-10 - 2009-09)
- Ensure compliance with all relevant regulations, notices and guidelines issued by the MAS and the Bank's procedures
- Manage the administration of credit facility applications
- Perform litigation searches, Credit Bureau checks and credit review
- Draft and generate Bank's Letter of offer on credit facilities granted
- Responsible to resolve operational issues with various departments
- Attend to customers' enquiries
- Provide assistance on sale and purchase of shares
- Submit bi-weekly and monthly reports to Manager
Bank Officer – Automobile / Hire Purchase and Securities Management - MayBank - Malaysia
(2004-05 - 2008-09)
- Ensure that day-to-day operations are in accordance with Bank's standard operating procedures and guidelines
- Attend to customers' enquiries
- Drive continuous improvement in cost savings and work processes
- Derive full settlement amount and draft correspondence letters
- Handle over-the-counter transactions on car insurance and interbank GIRO matters
- Responsible on discharge of Hire Purchase loans
- Perform data entry and administrative tasks
Service Work Controller – Call Centre - Fuji Xerox Singapore - Singapore
(2001-06 - 2004-04)
- Ensure service objectives are met by close coordination with Service Engineers
- Plan and manage service calls
- Address and resolve customers' requirements
- Maintain good rapport with customers
- Ensure accuracy in billing and customers' details and information
- Ad-hoc assignments, if any
Operations Assistant – Loan Control Department - Singapore Airport Terminal Services (SATS – SIA) - Singapore
(1997-07 - 1998-06)
- Plan and meticulous coordination of cabin crew and passengers' name list, immigration cards upon flight departure
- Dispatch of documents on board aircraft before take off
- Collection of documents upon arrival of flight
- Accuracy of data entry of flight crew names and customers' particulars
- Ad-hoc of administrative duties, if any
Education
Diploma - Banking and Financial Management - Nanyang Polytechnic Singapore (1998 - 2001)
Certificate - Business Studies - Institute of Technical Education (1995 - 1997)
GCE 'O' Level Certificate - CHIJ Katong Convent Secondary School (1990 - 1993)
