1. PATRICK FLANCIA
FINRA NASD CRD#: 5149157
patrickflancia@gmail.com
(+65) 97843510
OBJECTIVE
To be a working asset in a position in which I can exercise my acquired knowledge, skills
and experience in a respectable organization that would mold and nurture my career and
personal growth.
WORK EXPERIENCE
Singapore Telecommunications Limited (SingTel Ltd) – Land Transport Authority
Senior Client Service Executive
Nov 2008 - present (7 years and 2 months)
Duties and Responsibilities:
 Provide first line support for service requests through the toll free customer hot line.
Support includes:
 Attend to calls and emails professionally to provide information about the organization’s services
and regulations. Enter all details of customers’ interactions, inquiries and transactions, requests,
complaints, and comments, as well as actions taken into CCMS. (CRM- Contact Centre
Management System, Visual Studio.Net/SQL Server 2012)
 Analyze service/feedback requests and follow the appropriate escalation procedures and inform
the respective department/officer in charge. Follow up on all open and assigned requests and
ensure closed loop process and communication occurs throughout the life cycle of the request. –
V11-Verint 11 Logger playback/CCMS/Avaya
 Adhere and comply to all key performance indicators – Productivity (Transaction/Call per Hour,
AHT and etc), Quality metric (Domain Knowledge and Soft Skills) and Adherence (Schedule)
 Providing technical support, including procedural documentation and relevant reports;
 User account administration (registration/reactivation, termination, password reset and
customization) for both internal and external users – Onemotoring Eservice/LTAlink
Login/Netrust Token
 Help users in troubleshooting browser/system issues provide clear documentation and report
including details of investigation and resolution.
 Attend and assist on the roll-outs of new projects being implemented or initiated by the IT
(software/hardware)
 Administrative/Management support, including procedural documentation and relevant reports;
 Assist with the operational activities such as training and floor support especially to junior staff
and newbies as well as delegating tasks. Help on the manuals and presentation materials for
audit and training.
 Update all operation related systems such as workforce / ELAS (Electronic Leave Application
system
Key Accomplishments/Contributions:
 Managed a high-volume workload within a strict deadline and process driven environment and
resolved an average of 100 cases a day consistently meeting performance benchmarks in all areas.
 Validated commendations both written and verbal for exceeding customer and client expectations as
well as for being initiative, communication and leadership skills, problem solver and work ethics.
 Initiated the streamlining of a business process - the Customer Callback System to address the
service level agreement concerns and gave positive results in decreasing the cases/calls being
unattended and increasing productivity.
 Became one of the reliable and lead “go-to” person for new trainees and junior colleagues even
senior colleagues for complex and challenging cases/calls
 Contributed in the success of the Singtel-LTA project to be awarded as Best Outsourced Programme
Contact Centre in Singapore in the CCAS Awards for the past 3 years

2. Sykes Asia Inc. – Ameriprise Financial Services Inc.
Customer Financial Service Representative /
Registered Broker / Annuity Transactions Specialist
April 2006 – May 2008 (2 years and 1 month)
Duties and Responsibilities:
 Serve as first customer point of contact regarding service issues for Annuities and 403b investment
plans, assist in troubleshooting for issues, and enter complex service requests into appropriate
systems for resolution by appropriate service partners, ensuring that all pertinent information has
been gathered and accurately entered to ensure prompt resolution.
 Respond directly to account information for Annuities and 403b investment plans or other general
securities-related requests initiated by customers utilizing a variety of systems to provide information
for clients, advisors, or other relationship partners, and work with appropriate internal partners to
resolve any outstanding questions.
 Assist with preparation and coordination of audit process and in implementing and maintaining
internal financial controls and procedures.
LICENSES
Series 6 A securities license entitling the holder to sell mutual funds and variable annuities.
Specifically, a Series 6 registered individual cannot transact in corporate securities,
direct participation programs, municipal securities, or option products. The Series 6
exam is administered by the NASD, covering topics such as mutual funds, variable
annuities, regulations, retirement plans, and insurance products
Series 63 A securities license entitling the holder to solicit orders for any type of security in a
particular state. This license is required in addition to the Series 7 or Series 6. The
Series 63 exam mainly covers state laws and regulations
EDUCATION
Tertiary: UNIVERSITY OF SANTO TOMAS 2002-2006
(Bachelor’s Degree in Commerce)
Secondary: MARYHILL COLLEGE 1998-2002
Primary: MARYHILL COLLEGE 1992-1998
PERSONAL INFORMATION
Birth Date: December 16, 1985
Birth Place: Lucena City
Passport#: EC7955446
Civil Status: Single
Religion: Roman Catholic
Current Address: Block 87 Dawson Road, Skyville @ Dawson, #24/25, Singapore 141087
REFERENCES
Available Upon Request