1. Dear Sir/Madam,
I have been in working in Citibank Singapore Limited in the service line for the past 16 years.
I am currently managing a team of 10 staff, with 7 coming from the service team and 3 coming from the cash
team. My role as a Branch Operations and Service Manager is to ensure that the branch is run smoothly, with
minimal customer issues. My previous team was originally 14 staff before the team split last year.
I have known to possess a pleasant disposition and the skills to communicate with people from all walks of life.
I am also a keen and fast learner. You will see me as person with a focus attitude, who possesses a steadfast
dedication to the job. I would very much like to be a part of your department. If selected, I shall endeavor to
justify the confidence that you have in me.
Should you have any questions, please feel free to call me at 97736368. Thank you for your time and
consideration. I look forward to an interview with you so that you can better understand my capabilities and
personality. Enclosed is my resume. Thank you.
Yours sincerely,
Belinda Wong Kai Ling

2. RÉSUMÉ
Belinda Wong Kai Ling
Email: w_k_l78@yahoo.com.sg
(l is the small alphabet for L)
CareerObjective
A career that promotes continuous learning and exposure.
Working Experience
From September 2010 till now:
Branch Operations and Service Manager (In Branch)
 Managing the day to day activities in the branch.
 Ensure smooth delivery in customer service as well as cash services.
 Work closely with the Branch Manager to ensure the sales, service and cash teams are able to deliver what
is expected of them.
 Handles any escalations due to service lapse.
 I am currently one of the line trainers to train the Retail Banking staff in Branch Banking Fundamentals.
 Participated in spearheading new branch processes to ensure smooth customer service delivery from the
front liners. Example: Grooming sessions, liaising with marketing to conduct refresher trainings to the front
liners on unsecured loans, client investigation streamlining process, new workflow for submission of annual
fee waivers for clients at the branches & new workflow to route cases to Chennai for all branch
maintenances.
 Successfully handled & passed branch audits with my Cash Officer in 2011, 2013 & 2016.
 Won the Outstanding Supervisory Award twice as well as Outstanding Team Performance Award in 2011,
2012 & 2014. I have also won the Arc of Outstanding Individual Award in Aug 2014.
 Currently involved in a project which when successful, will allow front-liners to do instant update of a
client’s change of address, email and contact details. This is to enhance a client’s experience at the branch.
From 2 April 2007 to September 2010:
Senior Service Manger in Citibank Singapore Limited (In Branch)
 Assisted clients to set up loans for investment or personal uses.
 Provide personalize services to enhance the banking experience of each client.
 Tight follow-ups to ensure all my clients’ transactions are completed successfully.
 Quick to pick up new skills and new system as change is the only constant thing in Citibank.
 Good with calculations to ensure a client’s account will not go into margin-call with every new loan taken.
 Servicing clients with total portfolio of SGD 1 million and above.

3. Since 13 June 2000:
Citiphone Supervisor in Citibank Singapore Limited (Call-centre)
• Occasionally deals with operations and marketing hiccups.
• Attends to escalated calls from customers.
• Has won a total of 7 ‘Citimodel’ awards due to customers’ written compliments and my contribution to the
bank.
• Able to communicate to customers clearly to resolve their issues and to attain satisfaction in client service.
• Under the Quality Excellence Award ‘05, won the ‘Exceptional Service Behaviour’ Award.
• In Oct ’05, was promoted to supervisory level, commanding a team of my own.
• Assisted my manager in reviewing departmental processes and staff accounts in preparation for audit.
• Conducted training for new officers on board on both bank and card products and processes.
• Received the Citigroup Quality Excellence Award in Mar 2007.
Education
June 1997 – May 2000 Undergraduate studying Bachelor of Science (Mathematics)
(National University of Singapore):
Major in Mathematics with area of emphasis in Statistics.
Minor in Management of Information Technology.
1995 – 1996 GCE ‘A’ – Level
(Nanyang Junior College):
Economics, Mathematics C, Geography, General Paper (AO), Chinese (AO)
PersonalParticulars
Date of Birth : 20th March 1978
Place of Birth : Singapore
Citizenship : Singaporean
Marital Status : Married
Language Spoken : English, Mandarin.
Language Written : English and Chinese.
Personality
 Systematic.
 Enjoys meeting people
 Always eager to learn and to seek self-improvement.
 Believes passionately in honesty and integrity.
 Will be direct with views and comments.
 Ability to work independently
 A team-player