Martin Lee

Promoted to Manager, reflecting increased responsibilities, leadership, and strategic scope within the Customer Experience Management & Workforce Development team (Channels & Digitalisation Department). - Lead branch service initiatives across branches to drive performance and service excellence. - Oversee the Employee Engagement Survey (EES), tracking branch results and providing insights to improve engagement and participation across branches in Malaysia. - Conduct weekly and monthly service briefings for 800+ staff, ensuring alignment to uplift overall customer experience and service delivery. - Develop and maintain monthly Power BI dashboards for service indicators (Net Promoter Score, Queue Management System, Complaints, Compliments, etc.), providing insights to enhance branch performance and service delivery.

• Honored with the 2024 Service Innovation Award for developing and implementing Microsoft Power BI dashboards for service indicators, including Net Promoter Score, Queue Management, Complaints, Compliments, Service Stories, and Telephone Courtesy, enhancing service performance tracking across all branches in Malaysia. • Represented UOB Malaysia as a panel speaker at the launch of the Future Skills Framework 2024 by the Asian Institute of Chartered Bankers (AICB), the Islamic Banking and Finance Institute Malaysia (IBFIM), and the Malaysian Insurance Institute, sharing insights on the future of work in the financial sector. • Supported customer service and talent development initiatives, contributing to key projects that improve service standards and employee skills. • Co-emceed the inaugural UOB Malaysia Day celebration, promoting team spirit and celebrating UOB’s commitment to Malaysian culture.

• Advised clients on business digitization strategies to enhance operational efficiency and streamline workflows. • Implemented CRM systems tailored to the unique needs of clients across various industries, optimizing customer relationship management. • Delivered CRM system training for both desktop and mobile applications, equipping clients with the skills to leverage digital tools effectively. • Provided comprehensive customer support, addressing technical issues and ensuring seamless system adoption. • Fostered strong client relationships by maintaining consistent communication and supporting ongoing business needs.

• Planned and coordinated flight schedules for air cargo operations, ensuring timely delivery of E-Commerce products from Hong Kong to destinations such as Singapore, Indonesia, Kuala Lumpur, and East Malaysia. • Managed client relationships by providing excellent customer service to various stakeholders, addressing inquiries, and ensuring smooth logistical processes. • Handled billing and documentation for air cargo logistics, maintaining accuracy in billing and compliance for all flight-related matters.

• Explored the residential real estate industry by engaging with young professionals, property owners, and developers, gaining insight into market trends and client needs. • Drove supply growth by acquiring high-value residential units in prime locations like KLCC and Bangsar South, aligning with the company’s expansion strategy. • Led negotiations and closed deals with prospective clients, ensuring mutually beneficial outcomes that contributed directly to the company’s supply chain goals.

• Oversaw financial planning and cash flow management by implementing and tracking budgetary controls to ensure effective allocation of resources. • Developed budgeting and forecasting models to support accurate financial projections, aligning with both client and organizational goals.

• Developed and presented a comprehensive marketing proposal for Vaseline, showcasing strategic insights and creative solutions to enhance brand visibility and customer engagement. • Demonstrated skills in market analysis, brand positioning, and presentation under competitive conditions, aligning with Unilever's high standards for innovation and leadership.

• Engaged in direct sales and product promotion for Shaklee's natural nutrition, personal care, and household product lines, connecting with a diverse customer base. • Educated customers on the benefits and uses of Shaklee products, focusing on health and wellness solutions. • Built lasting customer relationships by providing personalized service and product recommendations, fostering trust and brand loyalty.

CGPA 3.91 First Class Honours

CGPA 3.83 Dean's List - March 2016 to February 2017