Microsoft Office Suite
Charlotte Lim
Centre Manager
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Centre Manager
ASAP Media Pte Ltd
04.2025 - Current
- Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
- Coordinated events and competitions at the center, generating increased foot traffic and sales revenue through targeted marketing efforts.
- Developed and maintained strong relationships with key stakeholders, ensuring smooth communication and collaboration across departments.
- Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
- Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
- Coordinated with cross-functional teams to ensure seamless service delivery.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Centre Manager
FirstCom Academy Pte Ltd
12.2024 - Current
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Improved team morale and cohesiveness by initiating regular team-building activities.
- Streamlined center operations, achieving higher efficiency by redesigning workflow processes.
- Enhanced team performance by implementing comprehensive training program tailored to individual skill sets.
- Fostered culture of continuous improvement, encouraging staff to contribute ideas for operational enhancements.
- Cultivated supportive and inclusive environment, enabling staff to thrive and deliver exceptional service to clients.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
- Managed work and performance of more than 10 employees.
- Increased employee productivity by providing comprehensive training programs and fostering a supportive work environment.
- Streamlined scheduling procedures to optimize resource allocation, resulting in better overall management of the center''s workload.
- Maintained accurate records of all transactions at the center, ensuring transparency in financial reporting for internal stakeholders.
- Established performance metrics and conducted regular evaluations to identify areas for improvement and drive continuous growth.
- Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
- Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
- Developed and maintained strong relationships with key stakeholders, ensuring smooth communication and collaboration across departments.
Assistant Centre Manager
FirstCom Academy Pte Ltd
01.2024 - 12.2024
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Assisted in budget preparation by providing input on resource needs based on operational projections.
- Mentored junior staff members to foster professional growth within the organization''s talent pool.
- Managed client records in compliance with privacy regulations, ensuring confidentiality of sensitive information at all times.
- Facilitated open communication among team members by conducting regular staff meetings and reviews.
- Maintained a clean, organized, and welcoming environment for clients through regular facilities inspections and upkeep tasks.
- Managed daily schedules, ensuring optimal allocation of resources and staff coverage.
- Coordinated events and programs for the center, boosting community engagement and participation.
- Developed crisis management plans for potential emergency situations, ensuring preparedness across the team.
- Collaborated with center manager to develop and implement policies, procedures, and goals for improved performance.
- Monitored inventory levels to maintain adequate supplies while minimizing expenses, supporting budgetary objectives.
- Spearheaded staff training and development initiatives to ensure high-quality service delivery.
- Evaluated employee performance against established benchmarks for continuous improvement opportunities.
- Streamlined daily operations for increased efficiency by implementing new organizational strategies.
- Ensured prompt resolution of escalated issues by liaising with the center manager and providing accurate information on the situation.
- Managed work and performance of more than 10 employees.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Student Service Executive
FirstCom Academy Pte Ltd
07.2023 - 01.2024
- Managed challenging client situations with professionalism, resolving issues and maintaining positive relationships.
- Monitored customer feedback closely to identify trends and implement corrective actions as necessary.
- Coordinated resources efficiently during high-volume periods, ensuring timely completion of all tasks without compromising quality.
- Conducted regular reviews of service performance metrics, identifying opportunities for process optimization.
- Introduced improvements in workflow management systems that led to more efficient task prioritization and resource allocation across teams.
- Cultivated a collaborative work atmosphere that fostered open communication and continuous improvement within the team.
- Mentored new hires on company policies and procedures, ensuring quick integration into the team environment.
- Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Assistant Centre Manager
Aureus Group Pte Ltd
08.2022 - 05.2023
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Streamlined daily operations for increased efficiency by implementing new organizational strategies.
- Maintained a clean, organized, and welcoming environment for clients through regular facilities inspections and upkeep tasks.
- Managed daily schedules, ensuring optimal allocation of resources and staff coverage.
- Oversaw financial transactions such as billing, invoicing, and payments to ensure accuracy and timeliness.
- Collaborated with center manager to develop and implement policies, procedures, and goals for improved performance.
- Coordinated events and programs for the center, boosting community engagement and participation.
- Assisted in budget preparation by providing input on resource needs based on operational projections.
- Evaluated employee performance against established benchmarks for continuous improvement opportunities.
- Established positive relationships with local organizations, increasing partnership opportunities for the center''s benefit.
- Conducted market research analyses to identify potential areas of expansion or program offerings that catered to community needs more effectively.
- Managed client records in compliance with privacy regulations, ensuring confidentiality of sensitive information at all times.
- Monitored inventory levels to maintain adequate supplies while minimizing expenses, supporting budgetary objectives.
- Mentored junior staff members to foster professional growth within the organization''s talent pool.
- Ensured prompt resolution of escalated issues by liaising with the center manager and providing accurate information on the situation.
- Implemented marketing strategies to increase brand awareness and attract new clients to the center.
- Spearheaded staff training and development initiatives to ensure high-quality service delivery.
- Facilitated open communication among team members by conducting regular staff meetings and reviews.
- Managed work and performance of more than 20 employees.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Communications Event Executive
Aureus Group Pte Ltd
05.2022 - 08.2022
- Facilitated effective communication among team members during the planning stages, fostering a collaborative environment that encouraged success.
- Enhanced event attendee satisfaction by effectively coordinating all event logistics and ensuring smooth operations.
- Supervised on-site event staff for smooth execution of planned activities while maintaining high safety standards.
- Maximized event attendance, devising targeted marketing strategies to increase public awareness and interest.
- Planned productive work schedule to maximize number of sales calls and minimize expense.
- Delivered exceptional customer service to attendees, promptly addressing inquiries and resolving issues onsite.
- Coordinated florists, photographers, and musicians for events.
- Trained and supervised event staff to complete tasks on time.
- Developed detailed event reports, documenting all aspects of each event.
- Implemented protocols and procedures to effectively manage planning process.
- Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
- Implemented contingency plans to address last-minute changes or unforeseen events.
- Developed and distributed event surveys to gather feedback and assess event success.
Customer Service Executive
Aureus Group Pte Ltd
01.2022 - 05.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Operator
Singtel
10.2020 - 11.2021
- Collaborated with team members to share best practices and improve overall service quality.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Exceeded daily call quotas consistently, demonstrating commitment to productivity targets.
- Navigated complex software systems to efficiently access and update customer information during calls.
- Partnered with other departments to facilitate seamless issue escalation when necessary.
- Contributed to a positive work environment by supporting co-workers in achieving shared goals.
- Implemented feedback from management to continually refine customer service skills and techniques.
- Strengthened customer loyalty by providing personalized solutions that addressed their unique needs.
- Participated in ongoing professional development opportunities aimed at enhancing the effectiveness of my role as a Customer Service Operator.
- Improved first call resolution rates by utilizing comprehensive product knowledge during interactions with customers.
- Managed challenging callers while adhering to company guidelines for respectful communication.
- Maintained accurate records of customer interactions, ensuring timely follow-up and resolution of issues.
- Delivered exceptional service through effective communication, active listening, and empathy towards customers'' situations.
- Balanced multiple priorities effectively in a fast-paced environment without sacrificing attention to detail or quality of service.
- Handled high-pressure situations with grace, maintaining composure while offering timely support to distressed customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
Restaurant Supervisor
Black Marble by Otto's
04.2019 - 04.2020
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Monitored health and safety standards to maintain a clean, safe working environment.
- Scheduled staff shifts efficiently, considering individual availability and skill sets for optimal workforce distribution.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
- Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
- Hired, trained and mentored staff to meet and exceed high quality standards.
- Reduced employee turnover by fostering a positive work culture and addressing staff concerns promptly.
- Managed inventory control, reducing waste and optimizing resources allocation.
- Provided ongoing coaching for employees, nurturing professional growth opportunities within the organization.
- Enhanced team performance with regular evaluations and constructive feedback.
- Collaborated with kitchen staff to develop new menu items that boosted sales revenue.
- Coordinated with kitchen employees and front of house personnel to consistently drive smooth operations.
- Identified and addressed customer complaints to promote satisfaction and loyalty.
- Conducted regular facility maintenance checks to ensure all equipment functioned at peak capacity without disruption.
- Organized implementation of new banners, displays, and menus.
- Maintained accurate records of sales, labor and other costs.
- Assisted in recruitment processes, selecting well-qualified candidates that contributed positively to the team dynamic.
- Boosted customer satisfaction and service delivery to strengthen customer loyalty.
- Ensured timely order preparation and delivery by optimizing kitchen workflow processes.
- Coordinated event planning, managing logistics for successful private dining experiences.
- Evaluated vendor relationships periodically, seeking competitive pricing options while maintaining high-quality product standards.
- Streamlined operations for increased efficiency by implementing staff training programs.
- Maintained compliance with state and local regulations pertaining to food safety and sanitation practices.
- Increased repeat business through excellent customer service, maintaining strong relationships with patrons.
- Directed both FOH and BOH employees through daily tasks and monitored performance throughout day.
- Improved team morale and reduced staff turnover by implementing comprehensive training program for new hires.
- Enhanced dining experience by updating menu offerings based on customer feedback and seasonal ingredients.
- Trained staff in upselling techniques, significantly increasing average ticket size.
- Improved efficiency of table turnover rates, allowing for higher customer throughput during peak hours.
- Enhanced ambiance of restaurant with thoughtful decor updates, contributing to memorable dining experience.
- Managed scheduling efficiently, ensuring adequate staffing during busy periods without overspending on labor.
- Oversaw daily operations, ensuring compliance with local health and safety regulations.
- Maintained inventory levels to ensure availability of popular dishes, reducing waste and optimizing costs.
- Reduced instances of order errors by implementing new order management system.
- Coordinated with kitchen staff to ensure timely delivery of orders, enhancing customer satisfaction.
- Streamlined kitchen operations, enabling preparation of high-quality dishes in timely manner.
- Conducted market research to understand local dining trends, adapting restaurant's strategy accordingly.
- Fostered culture of teamwork and cooperation among staff, resulting in smoother restaurant operations.
- Enhanced customer satisfaction with prompt and courteous service, addressing complaints effectively.
- Negotiated with suppliers for better pricing, improving profit margins without compromising on quality.
- Implemented health and safety protocols, ensuring clean and safe environment for both staff and patrons.
- Boosted restaurant's reputation by organizing special events that attracted diverse clientele.
- Developed loyalty program that encouraged repeat business and increased customer base.
- Evaluated employee performance, providing feedback and coaching to improve service quality.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Directed activities of team of skilled kitchen workers preparing and serving meals.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Set and oversaw weekly and special event menu plans.
- Monitored food inventory and supplies to prevent waste.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Monitored food preparation, production, and plating for quality control.
- Planned routine upkeep of kitchen equipment and facilities for safe and efficient operations.
- Controlled expenses and boosted profitability by managing food and labor costs.
- Coordinated kitchen activities with front-of-house staff for seamless and service.
- Supervised food presentation and plating to enhance visual appeal.
- Maximized team productivity by expertly delegating tasks to kitchen staff.
- Controlled food costs and managed inventory.
- Served consistent portions following recipes and control standards.
- Created new recipes, outlined steps, and training staff on correct preparation.
Education
Diploma in Hospitality And Tourism - Hospitality And Tourism Management
PSB Academy
Singapore 04.2001 -
Diploma in Culinary Arts And Restaurant Management - Culinary Arts And Restaurant Management
Institut Paul Bocuse
Singapore 04.2001 -
Bachelor in Culinary Arts - Culinary & Restaurant Management
Institut Paul Bocuse
Singapore 04.2001 -
Skills
Data analysis
Staff leadership
Facility maintenance
Operations management
Staff development
Staff management
Customer retention
Problem-solving abilities
Multitasking
Excellent communication
Adaptability and flexibility
Financial reporting
Software
Google Workspace
Zoom
Slack
POS System
Dropbox
Timeline
Centre Manager
ASAP Media Pte Ltd
04.2025 - Current
Centre Manager
FirstCom Academy Pte Ltd
12.2024 - Current
Assistant Centre Manager
FirstCom Academy Pte Ltd
01.2024 - 12.2024
Student Service Executive
FirstCom Academy Pte Ltd
07.2023 - 01.2024
Assistant Centre Manager
Aureus Group Pte Ltd
08.2022 - 05.2023
Communications Event Executive
Aureus Group Pte Ltd
05.2022 - 08.2022
Customer Service Executive
Aureus Group Pte Ltd
01.2022 - 05.2022
Customer Service Operator
Singtel
10.2020 - 11.2021
Restaurant Supervisor
Black Marble by Otto's
04.2019 - 04.2020
Diploma in Hospitality And Tourism - Hospitality And Tourism Management
PSB Academy
04.2001 -
Diploma in Culinary Arts And Restaurant Management - Culinary Arts And Restaurant Management
Institut Paul Bocuse
04.2001 -
Bachelor in Culinary Arts - Culinary & Restaurant Management
Institut Paul Bocuse
04.2001 -