Estrellita Moreno
Singapore,Singapore
Summary
Experienced professional with over 15 years of customer service expertise at M1 Shop Hotline (M1 Limited Singapore). Skilled in leading teams, managing workflows, and implementing performance improvement strategies. Exceptional problem-solving and conflict resolution abilities, with a strong commitment to upholding high service quality standards. Consistently achieved company objectives and enhanced team productivity through effective communication and strategic planning.
Overview
12
12
years of professional experience
Work History
Acting Supervisor
Mobile One (M1 Limited Singapore)
08.2023 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Enhanced operational workflow, identifying and eliminating bottlenecks in daily procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
Senior Customer Service Officer
Mobile One (M1 Limited Singapore)
01.2016 - 08.2023
- Implemented new training programs for junior customer service officers, leading to improved performance levels.
- Assisted in developing company policies and procedures related to customer service best practices.
- Managed escalated calls from customers with complex issues, resolving problems efficiently while maintaining composure under pressure.
- Contributed to increased sales figures by upselling products or services when appropriate during customer interactions.
Customer Service Officer
Mobile One (M1 Limited Singapore)
10.2012 - 01.2016
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped a large volume of customers daily with a positive attitude and focused on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
Education
Bachelor of Science - Marketing
University of The East
Philippines04.2004
Skills
- Leadership and Team Management
- Problem-Solving and Decision-Making
- Performance Monitoring and Feedback
- Conflict Resolution
- Organizational Skills
- Process Improvement
- Training and mentoring
- Staff Management
- Employee Motivation
- Goal-Oriented
- Software experience (SalesForce, Amazon, Calabrio, MS Office)
Awards
- Top Sales for M1Shop Hotline (M1 Limited) Up-sell Team Award: 2015-2016 / 2023
- Service Excellence Awards Nominee – Singapore Retail Association Awarded Silver / Gold Medal 2014-2016/2024
- Top Sales for Bank Submission and Bank Approval Loan Award 2010-2011
Timeline
Acting Supervisor
Mobile One (M1 Limited Singapore)
08.2023 - Current
Senior Customer Service Officer
Mobile One (M1 Limited Singapore)
01.2016 - 08.2023
Customer Service Officer
Mobile One (M1 Limited Singapore)
10.2012 - 01.2016
Bachelor of Science - Marketing
University of The East
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