Lee HUI ZHUANG

• Resolved customer enquires with empathy.
• Handled tasks efficiently, finding satisfactory resolutions for customers.
• Developed positive experience with customers through active listening skills, leading to positive feedback from them.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating digital banking, improving overall user experience.
• Collaborated with team members for consistent customer service delivery.
• Handle over-the-counter transactions in an efficient and accurate manner.

Experienced in Branch Connect, I-Serve, CMCP, Ondemand, CISCH and more platforms.

Transactions include, cash deposit/withdrawal, fixed deposits placement/withdrawal, cashier's order, telegraphic transfers, account closure/conversion, profile/contact updates, scam reporting and fraud disputes etc.

• Manage Graduation Registration Counter

Cross-checking graduate details with clients’ data (Local and Overseas Universities and Polytechnics) to ensure their eligibility for graduation ceremony attendance

Issuance of admission cards, guest tickets, and honors cords (if applicable) according to the graduate’s order approved by their institutes

Collection of payment and daily settlement included

Recording and maintaining all graduation-related logistics such as gowns, mortarboards/bonnets, and hoods before and collection period of each institute

Amending the queue system with the correct school logos beforehand

Oversee the sales department’s daily and overall performance statistics and deploy sales staff based on their results

Monitor and ensure that daily KPI is met

• Provide Administrative Support

Status monitoring of graduation gown collection and return

Updating of gown collection numbers to the finance department for preparation of cash rental deposits

Prompt checking of gown return deadlines of each institute and sending out mass reminders via messages and phone calls to graduates who have yet to return their rented gowns

Collation of gown forfeits and balance cash deposits, reporting in the internal system to close the case

• Provide Graduation Ceremonies Services

Preparation of items required for graduation ceremony usage

Fitting and issuance of gowns, mortarboards/bonnets, and hoods for graduates, following their educational levels and programs studied

• Customer Service Support

Ensure that all incoming correspondence including Emails, WhatsApp chats, and phone calls are answered and met with an exceptional level of customer service

• Ad-hoc Duties:

In charge of onboarding 2 full-timers and multiple batches of part-time staff of the graduations department

Assisting other departments during peak periods

Such as, Sales Team: Promotion of ongoing packages and discounts of the photography services to customers and encourage them to close the deal. Studio Team: Review photo quality before and after sending it to the framing suppliers

Updating of the internal system, for example, dates and product status

Crowd and Conflict Management

Temporary manpower under the airport operations management team, and ground operations department. Working alongside the Changi Youth Ambassadors (CYA) to support the Terminal Manager (TM) and Duty Terminal Managers (DTMs)

Main duties:

• Enforcing safe management measures (SMMs) within the terminals
• Assist passengers with wayfinding and flight inquiries
• Reporting and managing congestion at check-in rows/taxi stands/gate hold rooms/departure & arrival immigration halls
• Facilitate airline staff for last-minute gate changes and flight re-time/delay
• Storing/retrieving lost & found items in the airport

Managed retail booth under Gift by Changi Airport for the Dino Carnival 2021

Main Duties:

• Answering customers inquiries
• Crowd management
• Handling point-of-sale transactions
• Sales report of the day

Underwent internship and subsequent part-time as a CYA within the stated period. Worked with the airport ground operations department, together with the Terminal Manager (TM) and Duty Terminal Managers (DTMs) to take care of terminal operations for different situations in the airport

Main duties:

• Answering passengers’ inquiries
• Crowd management
• Conflict management
• Service Recovery
• Assist passengers with flight & gate changes