Summary
Proven leader in customer service at Jebsen & Jessen Packaging (S) Pte Ltd, adept in Customer Relationship Management and proficient in SAP s4 Hana. Elevated customer satisfaction and retention through exceptional service and effective complaint resolution. Skilled in team collaboration and employee coaching, significantly improving team performance and customer feedback scores. 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. Logical customer service executive 20 over years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing and resolving complex issues and documenting accurate notes of account interactions.
Overview
21
21
years of professional experience
Work History
Customer Service Executive
Jebsen & Jessen Packaging (S) Pte Ltd
02.2003 - Current
- Enhanced customer satisfaction by promptly addressing inquiries, assessing customer service trends and evaluated complaints to determine areas in need of enhancement
- Boosted customer retention rates by providing exceptional service and building rapport with clients
- Managed high volume of e-mails & inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues
- 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, and determining root causes of problems
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization
- Managed a team of 2 individuals, fostering a collaborative environment and encouraging professional growth by coaching & mentoring
- Developed working relationships with internal and external customers while assisting with account management duties
- Encouraged & delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction
- Educated customers about billing, payment processing and support policies and procedures
- Managed timely and effective replacement of damaged or missing products
Education
No Degree -
01.1989
Singapore-Cambridge GCE 'O' Level
(Year 1988 & 1989)
1. English Language - B4
2. History - C6
3. Mathematics D - C6
4. Chinese as 2nd Language - A1
5. Confusion Ethics - D7
6. Science (Physics/Chem) - E8
Singapore-Cambridge GCE 'A' Level
(Year 1993)
One pass
Skills
- Team Collaboration
- Customer Engagement
- Customer Relationship Management
- Presentation Skills
- Online chat and email
- Public Speaking
- Relationship Building
- Customer Needs Assessment
- MS Office
- Troubleshooting
Singing & reading (related to self improvement)
Singing - Participated in CCA Choir during secondary school. It's my passion & a therapeutic outlet!
Reading - An avid reader from young age (since 6 years old). It's a wonderful way for continuously learn and grow. It has shaped my perspective, skill and character, e.g. a toolkit for your emotions by Dr Emma Hepburn, the power of leadership metaphors etc.
Timeline
Customer Service Executive - Jebsen & Jessen Packaging (S) Pte Ltd
02.2003 - Current
Toh Tuck Secondary School - No Degree,
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