AMANDA LOH
Singapore
Summary
A motivated individual that is always looking forward to pick up new skills to improve work process for excellent delivery management. Apply critical thinking and communications skills to navigate through challenging task without prior knowledge. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
CENTRE MANAGER
THE WRITE CONNECTION
07.2022 - Current
- Supervised and provided leadership to assigned team to assist teachers and customer service officers
- Conducted training for new customer services officers and mentorship for management trainees
- Assisted in driving and monitoring enrolment number across assigned centre
- Supported and monitored customer satisfaction
- Addressed and provided support for issues arising relating to service quality and refer cases for escalation when necessary
- Improvement on the design and execution of customer service related processes
- Handling & overseeing 2 branches roster, customer service officers and provide coaching when needed to improve customer service.
- Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
- Managed daily operations for optimal efficiency, resulting in improved revenue generation and higher customer retention rates.
- Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
- Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
- Increased employee productivity by providing comprehensive training programs and fostering a supportive work environment.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Collaborated closely with other department managers to align goals, share knowledge, and boost overall center performance.
- Managed work and performance of more than 10 employees.
- Developed and maintained strong relationships with key stakeholders, ensuring smooth communication and collaboration across departments.
- Trained and guided customer service officer to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of customer service officers and centre managers
Customer Service Officer
THE WRITE CONNECTION
01.2020 - 03.2021
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Explain courses, education philosophy and pedagogy to potential customers
Promote TWC programs to potential and existing customers - Organize and keep track of enquiries and work closely with management to ensure smooth running of centre
- Responded to customer calls and emails to answer questions about products and services.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Build relationships with our customers
- Handle various transactions at the front desk such as enrolment and payment collection
- Arrange replacement lessons for students, and appointments for parents, Centre Management or teachers
- Responsible for center's inventory and simple logistics with other administrative duties.
RELATIONSHIP MANAGER
CARTRACK ASIA PACIFIC
09.2019 - 01.2020
- Achieve and exceed sales targets through innovative and industry focused conceptualised solutions
- Proactively identify and pursue sales opportunities
- Focus on growing generating new business and developing existing clients
- Acquire new customers by cold calling, networking and using various social media platform
- Monthly forecast preparation and submission
- Conduct thorough needs analysis on client requirements with tailor-made pricing structure/deals
- Prepare and deliver presentations demonstrating Cartrack's products and services
- Successful on-boarding of new clients
- Utilise CRM to full potential to report, measure and control sales input and outcome
- Create awareness of Cartrack brand products and services.
ENROLMENT CONSULTANT
THE LEARNING LAB
09.2018 - 01.2019
- Recruit new students through activities such as facility visits, campaigns, open house and information sessions
- Counsel parents of existing and prospective students whom are considering taking up new subjects; assist with academic program selection
- Provide accurate and prompt information on curriculum highlights to prospective household
- Develop and establish new contacts & sales leads to achieve sales targets
- Understand competition and trends in education industry to develop sales strategies and initiatives
- To work closely with other departments stakeholders to support and execute student recruitment activities, future plans and objectives
- Take ownership of assigned and ad hoc tasks and projects.
SHOP SUPERVISOR
TFS SINGAPORE PTE LTD
10.2013 - 05.2018
- Lead, train and motivate team to achieve shop monthly and personal sales target with high service standards and strong team work
- Work closely with malls for updated promo information and feedback to office for immediate strategy plannings or actions
- Prepare and compile sales documents for monthly store meetings
- Manage and ensure healthy and effective inventory control and system
- Prepare all staffs in store timesheet before submission for final approval from field executive
- Work closely with marketing team for monthly strategy planning
- Planning staff duty roster to ensure sufficient manpower at all times
- Review beauty advisor's ability and performance for career advancement proposal to field executive
- Rectification of any other issues with regards to POS/Membership or fixtures of store
- Work closely with logistics team to ensure sufficient stocks and gift with purchase.
RETAIL SALES ASSISTANT
WEAR TO FLAUNT
09.2012 - 09.2013
- Deliver tip top service to all customers and be attentive to their needs and queries
- Provide fashion style advices to customer
- Handle cashiering duties
- Assist customers in any return or exchange of apparels.
Education
SECONDARY 3 -
FUCHUN SECONDARY SCHOOL
01.2013
PSLE -
TECK GHEE PRIMARY SCHOOL
01.2009
Skills
- Team Management
- Communication
- Adaptability
- Staff Leadership
- Customer Service
- Schedule Management
- Decision-Making
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Advanced (C1)
Timeline
CENTRE MANAGER
THE WRITE CONNECTION
07.2022 - Current
Customer Service Officer
THE WRITE CONNECTION
01.2020 - 03.2021
RELATIONSHIP MANAGER
CARTRACK ASIA PACIFIC
09.2019 - 01.2020
ENROLMENT CONSULTANT
THE LEARNING LAB
09.2018 - 01.2019
SHOP SUPERVISOR
TFS SINGAPORE PTE LTD
10.2013 - 05.2018
RETAIL SALES ASSISTANT
WEAR TO FLAUNT
09.2012 - 09.2013
SECONDARY 3 -
FUCHUN SECONDARY SCHOOL
PSLE -
TECK GHEE PRIMARY SCHOOL
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