Divya Lakshmi
Singapore
Summary
To obtain a job focusing on any form of experience and leadership qualities improved and stability in the job scope I am in. Willing to learn and upgrade. To be Proactive in my Duties.
Experienced with problem-solving and conflict resolution in customer service environments. Utilizes effective communication and active listening to address customer needs. Track record of adapting to dynamic situations and maintaining positive customer experience.
Professional in customer service, delivering impactful support and solutions to ensure customer satisfaction. Proven track record of fostering strong team collaboration and adapting to changing needs. Known for effective communication skills and customer-first approach.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Officer
SH COGENT
07.2023 - Current
- Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services.
- Trained two new employees in how to use WMS Customer data and organizing customer interaction logs
- Received an average 85% customer satisfaction rating to date, 15% higher than the company average.
- Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations
- Memorized entire line of company products and services, including prices and special discounts
- Provided basic technical support for clients on a wide range of company products, resolving issues at a 90% rate
- Remained courteous and calm, even during moments of customer dissatisfaction.
Customer Service Officer Executive
SANKYU SINGAPORE PTE LTD
08.2020 - 04.2022
- Interact with customers via phone, email, online chat, in person, social media
- Resolve customer problems and complaints
- Answer any questions a customer has
- Setup and resolve problems with customer accounts
- Provide price information
- Handle inquiries about deliveries
- Verify customers
- Keep records of customer interactions and transactions
- Engage with customers
- Direct unresolved issues to a different department if needed
- Communicate and coordinate effectively with internal departments
- Provide customers with information on any open orders and invoices
- Maintain customer database
- Follow company process accurately and efficiently
Customer Service Officer
Richland Logistics Services Pte Ltd
12.2019 - 05.2020
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
- Resolve customer complaints via phone, email, mail or social media
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Answer questions about warranties or terms of sale
- Act as the company gatekeeper
- Suggest solutions when a product malfunctions
- Handle product recalls
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions
- Sell products and services
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
- Read from scripts
- Handle changes in policies or renewals
- Resolve customer complaints via phone, email, mail or social media
Admin cum Data entry
Mubest Pte Ltd
10.2018 - 12.2019
- Performing Administrative duties.
- Maintaining office inventory such as Stationery and more
- Purchasing inventory for office
- Doing up Purchase orders for customer and vendors
- Liaising with Town council on operational matters
- Addressing discrepancy with Town council regards to operations or billing matters
- Creating invoices for customers billing
- Creating jobs for supervisors to disseminate to workers on ground
- Planning monthly Schedule for inspections on designated locations
- Doing up roster for ground workers
- Doing up monthly complaint register list for customers for billing purpose
- Billing and data reports for customers.
- Data entry for Major customer accounts.
- Performing all other ad-hoc duties delegated
IGC Security
02.2017 - 09.2018
- Maintaining Safety Of Condominium facilities
- Attending to residents' complaints
- Escalating needed complaints to Facility Management/Security management
- Doing Prowling to ensure SOPs are met In terms of security
- Daily clocking needed points
- Updating daily visitors' reports.
- Updating daily incident/accident reports
- Performing any other ad-hoc duties given
Education
GCE ‘N' Levels -
Chestnut Drive Sec Sch
01-2011
PSLE - undefined
Greenridge Pri Sch
01-2007
Skills
- Languages: Spoken – English and Tamil
- Written – English and Tamil
- Computer Literacy: Good working knowledge in Basic Microsoft Word, Excel, PowerPoint
- Microsoft Office Suite
- Team development
- Staff training
- Follow-up skills
- Customer relationship management (CRM)
- Problem resolution
- Microsoft Excel
- Computer proficiency
- Customer service
- Technical support
- Delivery tracking
- Logistics coordination
- Order management
- Inbound call management
- Documentation and reporting
- Customer focus
- Data entry
- Complaint handling
- Customer support
Interests
Sports: Enjoy a wide range of sports; football, badminton, bowling and prawning
Certification
- 1. Handle Counter Terrorism
- 2. Handle Security Incident and Services
- 3. Provide Guard and Patrol Services
- 4. Work Effectively In Retail Environment
- 5. Workplace Literacy Listening level 5
- 6. Workplace Literacy Listening level 6
- 7. Workplace Literacy Reading level 4
- 8. Workplace Literacy Speaking level 2
- 9. Workplace Literacy Speaking level 6
- 10. Workplace Literacy Writing level 4
- 11. Workplace Numeracy level 3
- 12. Diploma in Retail
- All certificates are obtained from NTUC Learning Hub Pte Ltd, under Singapore Workforce Development Agency.
Languages
Spoken – English and Tamil
Written – English and Tamil
Timeline
Customer Service Officer
SH COGENT
07.2023 - Current
Customer Service Officer Executive
SANKYU SINGAPORE PTE LTD
08.2020 - 04.2022
Customer Service Officer
Richland Logistics Services Pte Ltd
12.2019 - 05.2020
Admin cum Data entry
Mubest Pte Ltd
10.2018 - 12.2019
IGC Security
02.2017 - 09.2018
PSLE - undefined
Greenridge Pri Sch
GCE ‘N' Levels -
Chestnut Drive Sec Sch
Reason for Leaving Last Job
LOW SALARY
Expected Salary
S$3300.00 (Negotiable)
Availability
21st March Onwards