LEILANNIE M. LANTIN
Blk 642 Pasir Ris Drive 10 #08-38,Singapore
Summary
Customer Services Expert with 20 years of experience delivering exceptional service in diverse environments. Developed negotiation skills through exposure to Call Centre settings, fostering a win-win approach. Thrives in fast-paced environments, demonstrating strong attention to detail and the ability to work independently or collaboratively.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Operations Customer Expert 1
Teleperformance Philippines
Makati , Philippines
07.2025 - Current
- Handling customer enquiries for US Bank under LOAN, LINE and LEASE department.
- Assist bank clients in making their payments or processing payoffs
- Resolving and investigating other issues or concerns of the client
Client Advisor
Gucci Singapore Pte Ltd
Singapore, Singapore
06.2022 - 09.2022
- Managed customer cases, providing support and information on e-commerce products, stock availability, order enquiries, returns, exchanges, and repair shipping.
- Optimised online sales conversion strategies to improve customer engagement and drive conversions.
- Assisted in developing targeted initiatives to increase overall sales revenue.
Call Centre Agent
DHL Supply Chain Singapore Pte Ltd
Singapore, Singapore
08.2017 - 08.2021
- Provided customer service and support for National Environment Agency Contact Centre, meeting customer expectations
- Delivered accurate and relevant information to customers, enhancing their experience
- Ensured timely call responses and accurate routing to respective departments or agencies
Club Services Counsellor
Interval International Singapore Pte Ltd
Singapore, Singapore
11.2016 - 07.2017
- Provide members in the Asia Pacific region with a positive sale and service experience when handling accommodations, reservations and assisting members in activationand retention
- Assisted members in maximising lifetime memberships and supported club property owners with travel reservations
- Answered queries and provided creative solutions to meet member needs
Customer Service Officer
Diners Club (Singapore) Pte Ltd
Singapore, Singapore
11.2013 - 11.2016
- Received inbound calls to assist customers with credit card enquiries, performing verification and activating cards, while ensuring timely follow-ups on customer requests
- Executed service calls to successfully activate customer cards, enhancing customer satisfaction
- Communicated with relevant departments via email to address customer enquiries and escalate incidents or complaints, ensuring prompt resolution
Customer Service Officer
Voucherwow Pte Ltd
Singapore, Singapore
11.2012 - 10.2013
- Liaised with customers via email, in-person and phone to address inquiries and concerns
- Resolved delivery and payment issues to ensure customer satisfaction
- Followed up with accounts on payment matters for merchants and coordinated store credit refunds for customers
Compliance Officer
Groupon Beeconomic Singapore Pte Ltd
Singapore, Singapore
05.2012 - 09.2012
- Identified and investigated potential fraud, referral abuse, chargebacks, disputes, and duplicate vouchers to mitigate risk
- Evaluated compliance issues and concerns for appropriate investigation and resolution
- Collaborated with Customer Care team, supplying essential information to enhance customer service and compliance efforts
- Compiled regular reports for headquarters in Germany and senior management to inform strategic decision-making
Operations Executive
CCIS Singapore Pte Ltd
Singapore, Singapore
01.2012 - 05.2012
- Manage the attendance for each course
- Conduct reminder calls to attendees about course details including date, time, and location
- Assemble training kits and materials, and arrange snacks for each training session
- Contact companies across various industries to promote attendance at Risk Management courses
Media Consultant
Credit Suisse Singapore
Singapore, Singapore
03.2009 - 07.2009
- Delivered audio visual technical engineering and video conferencing support, enhancing client communication and engagement
- Consulted on multimedia activities, including planning, technical work, requirements analysis, evaluation, development, testing, implementation, documentation, and training to ensure successful project outcomes
- Built and maintained relationships with key stakeholders, including media, community leaders, and industry influencers.
- Facilitated internal communications, maintaining open channels of dialogue within the organisation.
- Developed and implemented comprehensive public relations strategies, enhancing brand visibility and reputation.
Telemarketing Executive
Smartvoice Pte Ltd
Singapore, Singapore
03.2007 - 11.2008
- Conducted outbound calls to engage potential clients for Standard Chartered Bank
- Assisted prospective clients in completing applications over the phone, ensuring a smooth application process
- Scheduled appointments for Senior Financial Advisor at Professional Investment Advisory Service to facilitate client consultations
- Presented personal accident plans to Diners Club Members over the phone
Education
Bachelor of Arts - MassCommunication
University of the East
Manila Philippines01-1998
Skills
- Process optimisation
- Problem Solving: Identifying issues, researching solutions and presenting options to customers in a timely manner
- Negotiation and Persuasion: The ability to effectively present the value proposition of your offerings and address customer objections
- Time Management and Prioritization: Effectively managing your time to handle customer inquiries and other tasks efficiently
- Communication: Strong written and verbal communication skills, includes active listening, clear explanation and positive language
- Empathy and Patience: The ability to understand and relate to customer needs, concerns and frustrations, while remaining calm and professional under pressure
- Adaptability and Resourcefulness: The ability to handle diverse situations and find creative solutions to unforeseen challenges
- Relationship Building: Establishing rapport and trust with customers to build long term loyalty and business opportunities
Certification
Singapore College of Insurance
- Personal General Insurance
- Basic Insurance Principal and Concept
Timeline
Operations Customer Expert 1
Teleperformance Philippines
07.2025 - Current
Client Advisor
Gucci Singapore Pte Ltd
06.2022 - 09.2022
Call Centre Agent
DHL Supply Chain Singapore Pte Ltd
08.2017 - 08.2021
Club Services Counsellor
Interval International Singapore Pte Ltd
11.2016 - 07.2017
Customer Service Officer
Diners Club (Singapore) Pte Ltd
11.2013 - 11.2016
Customer Service Officer
Voucherwow Pte Ltd
11.2012 - 10.2013
Compliance Officer
Groupon Beeconomic Singapore Pte Ltd
05.2012 - 09.2012
Operations Executive
CCIS Singapore Pte Ltd
01.2012 - 05.2012
Media Consultant
Credit Suisse Singapore
03.2009 - 07.2009
Telemarketing Executive
Smartvoice Pte Ltd
03.2007 - 11.2008
Bachelor of Arts - MassCommunication
University of the East