Kelly Ang

Its aim is to give due recognition to individuals who have gone beyond the call of duty in delivering exceptional service and creating memorable experiences for customers. I've gotten this award after nomination from my team manager and group head of direct sales. I received frequent handwritten feedbacks from clients I've serviced in my scope of work. I've been a team player and would always be there to help or coach my team mates and colleagues within the bank. EXSA Nominee Characteristics: Prompt and proactive in anticipating and attending to customer needs. Going beyond the call of duty to exceed customer expectations, championing and role modelling excellent service Accurate, consistent and seamless in service delivery Ensures good and consistent service at all moments and touch points, stepping in to help out team members without being asked Knowledgeable and helpful in communicating service offerings Uses skills and knowledge to advise customers and add value to addressing customer needs, rather than merely pushing products Empathetic, flexible and uses good judgement to understand and respond to different needs Demonstrates emotional quotient (EQ) in assessing different situations so as to create positive experiences Effective and reflective in the handling of feedback and resolution of difficult situations Exercises agility in providing service recovery, turning adverse experiences into positive ones, and customer feedback into opportunities to delight, learn and develop best practices into opportunities