Audrey Chan
Summary
Winner of 2017 EXSA Award for Retail Service Excellence. This is a National Excellent Service Award for Singapore that recognizes individuals who have delivered outstanding service.
Proven track record in enhancing customer satisfaction and loyalty, demonstrated during tenure at M1 Limited. Skilled in complaint handling and customer support, with a knack for problem-solving and upselling.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer correspondence unit position. Ready to help team achieve company goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Correspondence Unit
M1 Limited
06.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
Customer Service Officer
M1 Limited
06.2013 - 06.2023
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- 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.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
Junior Sales & Public Relations Executive
Imperial Palace Hotel
10.2010 - 05.2013
- Led successful product launches by collaborating with marketing teams to develop integrated communications plans.
- Collaborated with other departments to develop integrated branding and public relations strategies.
- Built strong relationships with journalists through ongoing outreach efforts, resulting in increased opportunities for positive press coverage.
- Strengthened relationships with key industry influencers through targeted outreach efforts.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
Sales & Public Relations Assistant
Imperial Hotel & Restaraunt
10.2007 - 09.2010
- Resolved complaints to maintain customer satisfaction.
- Worked closely with business partners to develop consistent messaging across platforms and departments.
- Handled crisis communications situations delicately preserving company reputation minimizing negative impact.
- Supported event planning efforts by coordinating logistics, creating promotional materials, and managing attendee lists.
- Worked closely with other internal departments to resolve customer service issues.
Sales Secrectary
Imperial Hotel & Restaraunt
01.2007 - 09.2007
- /Demonstrated strong attention to detail when preparing contracts, reducing errors and ensuring accuracy in documentation.
- Increased lead generation through diligent research, identifying new prospects for the sales team to pursue.
- Contributed to overall sales strategy by analyzing market trends and identifying areas for expansion or improvement.
- Provided valuable insights on customer feedback, helping refine product offerings to better meet the needs of target markets.
Trainee
Boulevard Hypermarket
11.2006 - 01.2007
- Learned new materials, processes, and programs quickly.
- Shadowed senior team members to learn all related jobs and tasks.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Attended training courses to build understanding of processes, techniques, and industry.
- Collaborated with employees from various backgrounds.
Fashion Advisor
Boulevard Hypermarket
03.2006 - 11.2006
- Enhanced clients'' wardrobes with thoughtful suggestions, considering their lifestyle needs and personal style preferences.
- Developed loyal client relationships through consistent follow-up and communication, resulting in repeat business.
- Collaborated with visual merchandisers to develop creative window displays that attracted attention from passersby and enticed them into the store.
- Exceeded sales targets consistently by utilizing effective upselling techniques and building strong relationships with both new and existing clientele.
- Partnered with other departments for cross-selling opportunities, maximizing store revenue potential.
Education
GED -
The To-Day Business Institute
Miri, Sarawak, Malaysia11.2006
High School Diploma -
Sekolah Menengah Kebangsaan Chung Hua, Miri
Miri, Sarawak, Malaysia2002
Sekolah Rendah Bantuan Chung Hua Miri
Miri, Sarawak, Malaysia1996
Skills
- Customer Support
- Customer Focus and Complaint Handling
- Call center experience
- Information Protection
- Problem-solving abilities
- Customer Service
- Product Sales
- Staff Training
Languages
English
Advanced (C1)
Chinese (Mandarin)
Upper intermediate (B2)
Malay
Upper intermediate (B2)
Certification
- Tourism English Training - 2007
- Mesra Malaysia Training- 2007
- Spirit of Hospitality- 2007
- Front Office Service and Courtesy- 2008
- O.S.H.A Roles and Responsibilities- 2011
- Distressed Customer Management Workshop- 2015
- Excellent Service Award- 2017
Timeline
Customer Correspondence Unit
M1 Limited
06.2023 - Current
Customer Service Officer
M1 Limited
06.2013 - 06.2023
Junior Sales & Public Relations Executive
Imperial Palace Hotel
10.2010 - 05.2013
Sales & Public Relations Assistant
Imperial Hotel & Restaraunt
10.2007 - 09.2010
Sales Secrectary
Imperial Hotel & Restaraunt
01.2007 - 09.2007
Trainee
Boulevard Hypermarket
11.2006 - 01.2007
Fashion Advisor
Boulevard Hypermarket
03.2006 - 11.2006
GED -
The To-Day Business Institute
High School Diploma -
Sekolah Menengah Kebangsaan Chung Hua, Miri
Sekolah Rendah Bantuan Chung Hua Miri