Ethan C.

• Leadership: Manage a 10+ member customer-facing team across retail and digital channels. • Customer Service Excellence: Strengthen relationships and loyalty via face-to-face, email, and phone interactions. • Compliance & Risk Management: Skilled in KYC, Enhanced Due Diligence (EDD), Cash Transaction Reporting (CTR), sanctions screening, and AML compliance. • Complaint Resolution: Address escalations promptly to maintain trust and satisfaction. • Asset Management: Oversee $1B+ in physical precious metals and cash, ensuring secure handling. • Online Reputation: Manage feedback on Google, TrustPilot, and TripAdvisor to boost brand credibility. Team Development: Mentor staff, drive performance, and foster collaboration while ensuring policy adherence. • Operational Efficiency: Optimize daily workflows, queue management, and resource allocation. • Performance & Training: Provide feedback, collaborate with HR, and conduct skill-building sessions. • Process Improvement: Implement and refine policies to meet stakeholder objectives.

• Customer Relationship Management: Establish and maintain great business relationships with local and international clients through in-person, email, and phone interactions, ensuring exceptional service and satisfaction. • Operational Oversight: Supervise bullion center operations, including customer assistance at counters, website navigation support, and precious metals authentication, while ensuring compliance with KYC regulations and maintaining accurate financial records. • Program Development: Enhance customer care and affiliate programs, leading to increased engagement and satisfaction. • Issue Resolution and Reputation Management: Address high-level customer complaints and managed reviews on key platforms, maintaining a positive brand reputation through exceptional service. • Product and Account Management: Develop new products and managed key accounts, driving business growth and customer satisfaction. • Cash and Inventory Management: Manage daily cash checks and product enumeration to ensure 100% satisfactory financial and stock balance for audit. • Safe Deposit Box and Vault Management: Manage administrative and security of safe deposit boxes and vault at the bullion center. • Training: Training of new hires, namely Bullion Executives to ensure they are well prepared to handle customers.

• Manage escalated complaints involving threats (social media, legal, police, and CASE etc.) using emails and phone calls in a call center environment. • Resolve complex issues with investigative judgment. Work closely with legal and PR department to de-escalation complaints. • Ensure excellent service provided for customers, partners, and management. • Handle customer service requests on social media such as Facebook (Meta) and Trust Pilot etc. • Mentor Senior Customer Support Specialists transferred to CSAT Department.

• Assist customers and partners with inquiries, bookings, requests and complaints using emails and phone calls in a call center environment. • Monitor agents’ performance and case completion rates. • Work in a bilingual service environment. • Support team managers with resolution decisions and emergency relocations. • Constantly exceeded KPI in the areas of CSAT, NPS and Touch points per hour.

- Banking services such as withdrawal, deposits, cashiers order and fixed deposits placements - Attend to banking questions and needs - Priority banking services - Personal or business account opening and KYC - Active crossing selling of suitable products to customers like credit cards, investments and internet banking. - Achieved Excellent Service Award in 2014 - Achieved 5/5 Rate for quarterly mystery shopping 2014

- Opening and closing of retail shop front - Sale and promotion of all products in shop front - Daily stock taking and sale reporting - Complaints management from unsatisfactory customers - Managing damaged products to be sent for repairs and collection

- Provided customer service in explanations and delivery of health products - Involved in bolstering sales of various types of health products - Contributed in meeting daily sales target - Telemarketing of health products to customers - Prepare important seminars for career advancement

- Maintained employee records, files upkeep and data administration - Managed office manager, leave administration including new record creation, crediting / debiting of Off in Lieu, user support, password reset and general troubleshooting etc. - General HR administration support for HR department including raising purchase orders, ordering of staff pantry provisions, photocopier, HR stationary and general office admin and costing for HR-related invoices - New hire onboard actions for rank and file including preparation of all forms of letters, setting up of interviews, profile filing creation, medical check-up, pass issues, coordination of first day of work, induction program enrolment, monthly notification of new employees etc. - Application and renewal of foreign work passes including Employment pass, S pass, Dependent’s pass, Foreign worker’s pass - Exit procedures and communications including exit interviews with report, letter for acceptance of resignation, generation of employment letters - Employee counseling and disciplinary matters – minutes taker, recorder and report generation - Staff benefits administration including medical reimbursements, insurance claims, promotion letters, coordination of best employee of the month, annual staff party planning etc - Staff asset and welfare management including insurance and track records of lockers, padlocks, door access cards, door keys, taxi electronic vouchers etc

- 100% ROD as of the year 2022 (No more ICT requirement) - Attained Out-Standing Safety Award 2009 through high level of professionalism and attention to details - Generation of aircraft jets before and after flight promptly - Servicing, maintenance of aircraft jets for perfect serviceability - Quality assurance of zero accidents and human incurred factors especially with safety related issues - Air superiority stand-by duty, national defense - Administrative clerical jobs/tasks to ensure operations are smooth

- Served and managed effectively big crowds of tourists from all over the world - Ensured fast and prompt culinary progression to meet up with customers’ demand of food - Provided excellent services through cashiering and taking orders using good interpersonal relation skill

Completed diploma in business information and technology and participated dragon boat races since year one to graduation.