Experience

Shilla Travel Retail Pte Ltd

• Assistant Customer Service Manager

  • Dec 2014 - Present

  facebook.com/Shilladutyfree.sgShilla Travel Retail Pte Ltd Vision is Asia.No.1 and World's No.3 travel retailer by 2022• Experienced working with Changi Airport Group to ensure customer satisfaction and promote better NPS (Net Promoter Score). • Implementation of Customer Service Initiatives Project to recognize staff performances. • Implementation of Customer Service SOP (Standard Operation Process) for operation teams to stay aligned on daily processes. • Implementation of service audit evaluates sales associates' service quality in maintaining high-level service excellent in the store while engaging customers.• Manage and present monthly performance reports for stakeholders, comparison of Year-Over-Year data, and provide useful Bitesize online training courses for front-line staff. • Represent the company to restore and strengthen the customer’s loyalty and faith in overall service.• Point of contact for all Customer Service related matters with a regional office in Korea and Hong Kong for all loyalty programs to create engaged customers and facilitate organic growth. • Maintaining current and new membership programs for earning/using of points at our travel retail store in Changi Airport Int Airport, Hong Kong Int Airport & Korea Int Airport.• Launch of internal initiative award such as Employee of the month, Supervisor of the Quarter & Extra Mile Service (Quarterly), incentive award to recognized and encourage frontline staff including submission of nominees for SRA Service Excellent Award.• Analyzing customer interest, and developing unique techniques in handling customer objections, question new and existing processes.• Analyzing feedback and provide constructive improvement planning, coaching sessions to assist individual terminal in achieving sales target. • Responsible for maintaining SLA on service, improvement, and consistent upgrade in customer feedback.



Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• After Sales Escalation Specialist | Singapore and Malaysia

  • Aug 2011 - Dec 2014

  Apple Inc. is an American multinational technology company, headquartered in Cupertino, California as one of the Big Tech companies.• To understand how to leverage multiple sources of information to stay up-to-date on product features and processes to set customer expectations after placing their order appropriately (e.g., “what happens next”) to ensure an excellent online purchase experience.• Handle moderately complex issues relating to sales and after-sales queries or Apple products and policies whilst working within established Singapore & Malaysia region guidelines.• Managing escalated issues from the customer and ensuring customer satisfaction and maintaining clients' database through regular follow-up of problems and queries. Thus keeping accurate records of support activities. • Also assist in sales order placement for southeast Asia countries, including Thailand and the Philippines, during the new launch period. • Assist customers in taking their orders, answering order-status questions, and performing any required changes, updates, and orders. • Weekly/Monthly/Quarterly feedback regarding procedures (How can we do better), including call reviews with stakeholders to implement service improvement plans.• Quarterly report sent by stakeholders in Excel, using numbers & keynotes (FOR MAC) to generate a monthly report base.



WD, a Western Digital company

• Senior Customer Service Technical Specialist | Asia Pacific

  • May 2008 - Jun 2012

  shop.westerndigital.com/wdWestern Digital Corporation is an American computer hard disk drive manufacturer and data storage company. • Identifying user issues between Linus O.S, Windows O.S. and MAC O.S platform user interface to better interface and interact with our products from USB, Firewire, lightning USB and Network hardware, software, cloud drive, and home entertainment devices for excellent user experience.• Keeping management aware of product, services and education issues, while responding effectively to emails and incoming written correspondence when specifically addressed are also required.• Monthly review with WesternDigital Management branch in the United States to support the Asia Pacific regions and update Appendix FAQ for end-users.• Managing escalated issues from the customer and ensuring customer satisfaction and maintaining clients' database through regular follow-up of problems and queries. Thus keeping accurate records of support activities.• Handle moderately complex issues relating to technical issues for Western Digital products and policies within established region guidelines.• Handle call-in inquiries involving complaints, any technical issue relating to product of operating system support issue for Australia, New Zealand, Singapore & Malaysia end-users. • Managing replacement product for New Zealand, Australia, Singapore & Malaysia consumer for receiving any DOA products. Schedule pickup & sending of replacement from specific warehouse base on customer region.(Replacement) Procedures & warranty policies.• When customer receive a Dead On Arrival product, provide no question asked policy and assisted with an excellent recovery plan.Provides direct response to the customer who faces difficulties with the accessories provided in the retails package.



RSH (Singapore) Pte Ltd

• Retail
• 1 - 100 Employee

• Royal Sporting House Singapore Pte Ltd | Puma Sports Pte Ltd

  • Jun 2004 - Apr 2008

  Royal Sporting House and Puma Sports is Singapore’s multi-brand sports retailer with stores islandwide that offer a wide selection across sports disciplines from running, training, swimming, and tennis. • Senior retail assistant / Store Manager, managing storeroom adjustment, planning for all new shipments received, and briefing sales targets weekly.• Managing staff on the sales floor, rotating Shift works & lunch timings according to monthly plannings.• Store planning involves merchandising display, change of collection display on manqué & table toppings to ensure full visual presentation for the sales floor. • Opening & Closing of accounts in-store daily, and assist store manager to ensure 100% of cash flow• Managing customer complaints within the return & exchange policy. Satisfying customer needs at all times.• Weekly training on the latest product in Categories (Men’s to Women’s) Sports wears to Casuals wear with any Puma products in-store.• Managed monthly training planning at Head Quarters for existing and new product launches from individual branding. • Managed daily operation debrief session on daily targets, routine assessments, task evaluation for front line staff.