Elyn Loh
Singapore
Summary
Dedicated professional offering attention to detail and a career driven by client engagement. Looking to help boost a company's success while building long-term relationships with clients. Aim to create positive impression on customers to build and retain customer base and enhancement of internal processes to align with dynamic market conditions and integrate new strategies.
Overview
18
18
years of professional experience
Work History
Senior Customer Service Executive
EduGrove Mandarin Enrichment Centre
03.2023 - Current
- Assisting other branch by holding multi-line phones and used active listening skills to assess parent's concern.
- Informed customers of promotions and cross sell programme holiday programs to increase centre revenue and achieving KPI as a team.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
- Built strong relationships with teaching team to support business development opportunities and improve services as a whole.
- Promoted a positive work environment by consistently demonstrating leadership skills, empathy, and professionalism towards both customers and colleagues.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
- Boosted customer retention rates with proactive communication and personalized solutions tailored to individual needs.
- Provided excellent customer care by recommending the suitable course and handling enrolment process.
- Monitored student classroom and outdoors activities to promote student safety.
- Supported teachers in maintaining a safe learning environment by monitoring student behavior during class transitions and extracurricular activities.
- Prepared teaching materials and set up audio-visual equipment for lead teacher.
- Served as a mentor for new education assistants, providing guidance on best practices and sharing valuable resources to enhance effectiveness in the role.
Senior Customer Service Executive
THE WRITE CONNECTION PTE LTD
12.2020 - 02.2023
- Cultivated strong relationships with parents by delivering personalized attention and addressing unique needs.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- 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.
- Explain courses, education philosophy and pedagogy to potential customers Promote TWC programs to potential and existing customers
- Organize and keep track of enquiries and work closely with management to ensure smooth running of centre
- Responded to customer calls and emails to answer questions about products and services.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Build relationships with our customers Handle various transactions at the front desk such as enrolment and payment collection
- Arrange replacement lessons for students, and appointments for parents, Centre Management or teachers
- Responsible for center's inventory and simple logistics with other administrative duties assigned
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Served as a mentor for customer service officers onboard, sharing best practices and offering guidance throughout their first years in the role.
Customer Service Executive
MIND STRETCHER LEARNING CENTRE
10.2018 - 11.2020
- 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.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted call-in customers with questions and orders.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Responded to customer requests for products, services, and company information.
Sales Executive, B2B
Beauty Garage Singapore Pte. Ltd
08.2016 - 09.2018
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
- Managed showroom day to day operations, ensuring upkeep and maintenance.
- Implemented proactive strategies to acquire new clients by conducting targeted sales outreach via email and door-to-door approaches.
- Successfully built brand loyalty by establishing strong connections with customers.
- Delivered comprehensive product knowledge and effective demonstrations.
- Arranged and facilitated in-house educational events to promote continuous learning.
- Supported e-commerce order fulfillment activities.
- Ensured accurate completion of sales orders through efficient stock checking, order creation, and packaging for dispatch.
- Facilitated communication between various internal departments to promptly address and alleviate customer issues.
- Contributed ideas and marketing strategies in weekly meetings, collaborating to enhance business development.
- Created comprehensive sales reports on a regular basis for senior executives.
Retail Manager
TFS SINGAPORE PTE LTD
06.2006 - 07.2016
- Oversaw store operations, including opening and closing procedures, cash management, and safety compliance.
- Enhanced store appearance by maintaining cleanliness standards and visually appealing displays that showcased products effectively.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Managed inventory control, ensuring optimal stock levels for in-demand products and reducing excess merchandise.
- Ensured outlet sales goals were reached by implementing successful strategies.
- Achieved a minimum of 30% increase in total shop sales.
- Successfully supported team members in reaching their individual and outlet sales goals.
- Maintained accurate stock levels and transaction records for all outlets by managing inventory.
- Maintained smooth operation on a daily basis.
- Provided on-the-job training to new staff members and implemented effective rosters for a team of 10-15 beauty advisors.
- Delivered training sessions to enhance product knowledge and sales skills of senior beauty advisors.
- Maintained oversight of staff performance including handling and remedied staff issues with professionalism. Provide coaching and sharing methods for handling various aspects of sales, complicated issues and challenging customers.
- Provided support in the implementation of store-specific marketing initiatives.
- Implemented loss prevention strategies to minimize shrinkage and maintain profitability.
- Created monthly sales reports and delivered feedback to the management.
- Increased sales by implementing effective merchandising strategies and optimized store layouts.
- Answered questions about store policies and addressed customer concerns.
- Streamlined operational processes through the implementation of efficient scheduling systems and task delegation strategies among staff members.
- Coordinated special events such as holiday promotions, Great Singapore Sales or clearance sales to drive additional business.
- Collaborated with corporate marketing teams to execute promotional campaigns that increased foot traffic instore.
- Increased sales figures by introducing loyalty program that encouraged repeat business.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
Education
Diploma - Photographic, Bridal, Fashion Make-up
Cosmoprof Academy
Skills
- Motivational Leadership
- Complex Problem Solving
- Staff Development and Training
- Team Building
- Decision Making
- Recruitment and Hiring
- Coaching and Mentoring
- Customer Service
- Product and service knowledge
- Team Training
- Sales Strategies
- Store operations
- Visual Merchandising
- Staff Management
- Team training and development
- Employee Scheduling
- Sales Analysis
- Complaint Handling
- Data Entry
- Problem-solving abilities
Accomplishments
- Supervised team of 10-15 staff members.
- Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
Others
Class 3 Driving License
Timeline
Senior Customer Service Executive
EduGrove Mandarin Enrichment Centre
03.2023 - Current
Senior Customer Service Executive
THE WRITE CONNECTION PTE LTD
12.2020 - 02.2023
Customer Service Executive
MIND STRETCHER LEARNING CENTRE
10.2018 - 11.2020
Sales Executive, B2B
Beauty Garage Singapore Pte. Ltd
08.2016 - 09.2018
Retail Manager
TFS SINGAPORE PTE LTD
06.2006 - 07.2016
Diploma - Photographic, Bridal, Fashion Make-up
Cosmoprof Academy
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