Jacqueline Pang
Director
Jacqueline Pang
Director
Jacqueline Pang is a trainer and consultant with deep experience and expertise in contact centre management, customer engagement, service innovation, leadership development and core management skills. She has been spearheading training, coaching and talent management functions for organizations in the financial, contact centre, healthcare and business process outsourcing operations sectors for more than 20 years. She is an ACTA-certified trainer and was awarded the Gold Award for Best Contact Centre Trainer of the Year 2015 at a regional competition organized by the Contact Centre Association of Singapore.
Jacqueline was Head of the Cheque Clearing & Lock-box Processing Operations in BCSIS in 2016-2017 and was Head of Development and Engagement in United Overseas Bank Group’s (UOB) Contact Centre between 2011 – 2016 leading recruitment, talent development, training, knowledge management, customer engagement, analytics & assurance.
She was the Executive Director of the Contact Centre Association of Singapore, and was responsible for the key strategic initiatives of the Association and its overall management from 2007 to 2009.
Prior to 2007, Jacqueline was Vice-President in the Development Bank of Singapore Group (DBS). She has held the role of Treasures Customer Service Director and was Service Quality Head of DBS Consumer Bank. For five years from 1999-2004, Jacqueline was with DBS Vickers Securities (Singapore), a subsidiary of the DBS Group, as Director of Client Services, Group Marketing & Service Quality.
Jacqueline spent more than a decade in various leading international financial institutions and in hospitality, such as HSBC Trustee (Singapore), Citibank – Private Banking and The Oriental (Singapore), focusing on sales and customer service strategies.
Jacqueline has a MBA from the University of Western Australia and pursues her passion to help others realize their potential.