Summary
Overview
Work History
Education
Skills
Reading, Baking, Music, Movies and a OG Swiftie.
Languages
Timeline
Generic

Charmaine Nur Deanna Selamat

Summary

Adept at driving customer satisfaction and team productivity, my tenure at Valiram Group honed my problem-solving and customer service excellence. Skilled in CRM and fostering teamwork, I've significantly enhanced operational efficiency and customer relationships, demonstrating a professional demeanor and adaptability in fast-paced environments.

Overview

14
14
years of professional experience

Work History

Senior Customer Experience Officer, VSFAMG

Valiram Group
10.2022 - Current
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Cross-trained and provided backup support for organizational leadership.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Worked effectively in fast-paced environments.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Sales Associate Cum Cashier(SACA), Zara

AL-Futtaim
07.2019 - 07.2022
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Managed efficient cash register operations.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Built relationships with customers to encourage repeat business.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Provided exceptional services and pleasant shopping experiences to retail customers.
  • Educated clients on current promotional offerings and products using persuasive selling tactics.
  • Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
  • Utilized CRM tools to track customer interactions and sales, enhancing effectiveness of follow-up communications.
  • Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
  • Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.

Store Supervisor

The Face Shop
06.2016 - 03.2019
  • Supervised daily operations by directing customer service, inventory and sales operations.
  • Maintained high standards of store appearance by enforcing cleanliness guidelines, organizing merchandise displays, and scheduling routine maintenance tasks.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Conducted inventory analysis to determine optimal stock levels.
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Boosted sales by effectively cultivating customer rapport and delivering superior customer service.
  • Trained newly hired sales team in upselling techniques.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
  • Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
  • Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Enhanced product knowledge among staff, enabling more informative and persuasive sales interactions.
  • Educated and trained staff to equip with knowledge about products, customer service and store policies.

Store Manager

Godiva Chocolatier (Asia) Ltd
06.2015 - 02.2016
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted with hiring, training and mentoring new staff members.
  • Completed point of sale opening and closing procedures.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Rotated merchandise and displays to feature new products and promotions.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Approved regular payroll submissions for employees.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.

Store Manager /Beauty Therapist

NSI Pte Ltd
06.2011 - 02.2015
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Rotated merchandise and displays to feature new products and promotions.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Assisted in recruiting, hiring and training of team members.
  • Completed point of sale opening and closing procedures.
  • Interacted well with customers to build connections and nurture relationships.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Approved regular payroll submissions for employees.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.

Education

Diploma in Beautician And Aesthetician

International Federation Of Aesthetician
IFA
04-2000

High School Diploma -

Bendemeer Secondary School
Singapore
01-1990

Skills

  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Problem-solving skills
  • Attention to detail
  • Multitasking
  • Reliability
  • Customer service excellence
  • Adaptability and flexibility
  • Teamwork skills
  • Relationship building
  • Sales and upselling
  • Customer relationship management (CRM)
  • Cultural sensitivity
  • Professional demeanor
  • Call center experience
  • Quality control
  • Time management abilities

Reading, Baking, Music, Movies and a OG Swiftie.

I am an avid lover of all things Taylor Swift because I admire her tenacity and a true hardworker and true to herself which I think a lot of people lack when are blinded by the outside world and technology. I am a self taught baker and I turn to baking and it turns out to be a small home based business when i am free and helped during the Covid Pandemic. And music has help me heal and i believe a good set of music can improve the vibe in any environment/workplace/home. And I love movies and reading as a getaway to a world of fantasy, magic, alternate reality and the What-ifs. I also, believe in equality and gender-equal and that everyone should be respected and given equal chance like everyone else.

Languages

English
Advanced (C1)
Mandarin
Upper intermediate (B2)
Malay
Bilingual or Proficient (C2)

Timeline

Senior Customer Experience Officer, VSFAMG

Valiram Group
10.2022 - Current

Sales Associate Cum Cashier(SACA), Zara

AL-Futtaim
07.2019 - 07.2022

Store Supervisor

The Face Shop
06.2016 - 03.2019

Store Manager

Godiva Chocolatier (Asia) Ltd
06.2015 - 02.2016

Store Manager /Beauty Therapist

NSI Pte Ltd
06.2011 - 02.2015

Diploma in Beautician And Aesthetician

International Federation Of Aesthetician

High School Diploma -

Bendemeer Secondary School

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Charmaine Nur Deanna Selamat