Ethan Tan
Summary
Looking forward to working in the IT and/or customer service industry, leveraging on my technical and customer relationship management skills in providing quality services and fostering good customer relationship, adding value and growth to my company.
Overview
18
18
years of professional experience
Work History
Senior Customer Service & Sales Representative
Creative Technology Pte Ltd
08.2019 - Current
- Ensure the smooth operations of the flagship store cum showroom, from point of sales transactions to product experiential to after sales customer service
- Handle all things technical, from hardware diagnosis and troubleshooting in defective RMA returns to 1 on 1 consultation with customers to understand their needs
- Ensure the upkeep of the brick-and-mortar store, all demo products to be neat, functional and properly displayed.
- Assist in various improvement projects (brand awareness, outreach, webpage optimisations and content creation)
- Actively participate in several major events to ramp up brand awareness and sales figures (IT Show, Comex)
- Assist Singapore regional sales manager in the booth layout and setup of roadshows
- Retail merchandising, management of affiliates in islandwide deployments to various retailers (Challenger, Popular, Connect IT, Endless Passion)
- Product demonstration to VIPs on the technology we use (Dolby technology, headphone holography spatial audio)
- Handling inquiries and resolving escalations through various conduits such as Emails and live chat from e-commerce platforms (Lazada, Shopee and Tiktok)
- Assist in providing technical advice to Social Media team for certain live shows
- Ensure daily stock movements both inbound and outbound are accurately accounted for
- Liaison with product development team and quality assurance team for product improvement
- Ensure all point of sales transactions at the end of day tally for reporting of sales
- Other adhoc duties as tasked by my direct supervisor
Student Support Officer
Singapore University of Social Sciences
08.2018 - 07.2019
- Assist in daily operations via phone calls, email and counter walk-ins on issues relating to students' affairs (enquiries, escalations)
- Responsible for liaising with various touchpoints relating to academic and administrative matters to ensure all escalations and issues are resolved timely and swiftly (scheduling of timetable, payment of course fees, course registration)
- Invigilation of examinations
- Coordination of major events such as convocation for graduands and orientation for new intake students
- Oversee the posting of news, notices and EDMs to students to inform them of workshops, events and applications which are of relevance to their studies
- Other ad-hoc duties as required.
Logistics and Supply Chain Coordinator
DHL Supply Chain
03.2013 - 06.2018
- Support our corporate client in terms of products and services globally (APAC, NAM / LATAM, EMEA)
- Coordination with various TPMs (third party maintenance) and TPLs (third party logistics) for order fulfillment
- Handle all requests made by stakeholders (e.g RMA support, status of shipment, coordination for field engineers' visit, contract management enquiries through emails and calls)
- Handle all forms of escalations from partners, accounts team and order management team, working hand in hand to ensure customers' expectations are met with good sentiments
- Empowered to provide first time resolutions for escalations through various communication channels (e-mail, phone, chat support)
- Ensure orders are processed promptly to ensure various key performance metrics are met (e.g Service Delivery Performance and Key Performance Indicator)
- Coordinate with planning team in facilitating part procurement, ensuring smooth transition of parts in and out of countries
- Working with TPL Compliance team in ensuring compliance of a product
- Consolidation of daily reports and reporting to the order management team, outlining various threats which may potentially impact CSAT.
Call Surveyor
Philips Electronics Singapore
01.2012 - 12.2012
- Conduct survey calls on customers in terms of service quality and satisfaction level
- Obtain NPS (Net Promoter Score) and customers' feedback, input into system database for end month extraction and data analysis
- Assist in resolving escalation cases sent in via social media (Facebook) or email
- Follow up for customers who encounter recurring problems with the repair
- Monthly analysis of data in various aspects of service centre (Counter KPI, Workshop Repair TAT, and NPS)
- Seek improvements by finding root causes, proposing and implementing solutions
- Study and foresee the trend, understanding how certain changes may affect results, and proposing backup plans before it happens
- Assist my superior in ensuring the entire workshop maintains its smooth operation, and other ad-hoc duties assigned.
Customer Service Representative
Philips Electronics Singapore
02.2010 - 12.2011
- Daily monitoring of service center, ensuring that place is tidy, all equipment and test kits are in working condition before start of the day
- Perform both basic and in-depth diagnosis / repair of domestic appliances and consumer electronics (Home Theaters, Televisions, Baby products)
- Educate consumers on the proper usage and maintenance of a particular product
- Prompt replying of emails (General enquiries on consumer products and customers' complaints)
- Administrative work (Follow-up on any form of escalation cases, arrangement of delivery and on-site technicians to customer's residence)
- Inventory monitoring (Ensure that necessities are catered for (E.g.: Stationery and Beverages)
- Responsible for collation of statistics for monthly reports
- Strict monitoring of monthly NPS (Net Promoter Score), TaT (Turnaround Time) and KPI (Key Performance Index), ensuring the minimum requirement of the management is attained
- Daily closing of Cash / Nets / Visa payment, ensuring all figures tally
- Other ad-hoc duties as assigned (Segregation of job sheets and receipts for future reference and audit).
IT Support Specialist
Genesis Cyber
05.2009 - 11.2009
- Computer troubleshooting
- Data entry
- Administrative work
- Answering of customer's enquiries
- Customer Service
Administrative Assistant
StarHub
01.2009 - 04.2009
- Liaising with potential customers for new and renewal of corporate subscription plans
- Data entry
- Provide support to various administrative departments and account managers
- Administrative work
- Prompt reply of emails
- Answering customers' complaints and queries
Administrative Assistant
SingTel
07.2008 - 12.2008
- Administrative work
- Prompt replying of emails
- Liaising with other departments of SingTel for site inspection
- Keying in data accurately for customer's request of Mio Bundle
Telemarketer
MSH Holdings
11.2005 - 03.2006
- Receptionist duties
- Necessary Administrative work
- Arrangement of meetings
- Answering calls of enquiries/complaint
- Cold calls
- Sales
Air Operation Specialist
NS
Education
Incomplete - BSc Marketing
Singapore University of Social Sciences
Singapore01.2017
Tampines Junior College
12.2005
Ping Yi Secondary School
12.2003
Red Swastika School
12.1999
Skills
- Strong Technical Knowledge (Hardware Troubleshooting, Building PCs, Audio Know-Hows)
- Basic knowledge in Enterprise Resource Planning software (SAP, Oracle)
- Strong knowledge in Customer Relationship Management software (Zendesk, SalesForce, Microsoft Dynamics)
- Microsoft Office (PowerPoint, Word, Excel, Access)
- Adobe (Photoshop, Illustrator, Premiere Pro, Audition, Lightroom)
- Extremely fast typing speed and multi-tasking skills, ability to work under intense pressure
Languages
English
Mandarin
Attributes
- Good interpersonal skills
- Good communication skills
- Good analytic skills
- Extremely good in technical knowledge
- Responsible
- Good integrity
- Helpful team player
- Independent
- Patient
- Enthusiastic in learning
- Highly adaptable
- Reliable
- Ability to work under pressure
Hobbies and Interests
- Aviation
- Photography
- PC Building
- Listening to Music, fidgeting with audio gadgets like DAP, DAC, IEMs
- Extremely passionate in Technology
- Reading
- Watching Tech content on Youtube
- Travelling
Timeline
Senior Customer Service & Sales Representative
Creative Technology Pte Ltd
08.2019 - Current
Student Support Officer
Singapore University of Social Sciences
08.2018 - 07.2019
Logistics and Supply Chain Coordinator
DHL Supply Chain
03.2013 - 06.2018
Call Surveyor
Philips Electronics Singapore
01.2012 - 12.2012
Customer Service Representative
Philips Electronics Singapore
02.2010 - 12.2011
IT Support Specialist
Genesis Cyber
05.2009 - 11.2009
Administrative Assistant
StarHub
01.2009 - 04.2009
Administrative Assistant
SingTel
07.2008 - 12.2008
Telemarketer
MSH Holdings
11.2005 - 03.2006
Air Operation Specialist
NS
Incomplete - BSc Marketing
Singapore University of Social Sciences
Tampines Junior College
Ping Yi Secondary School
Red Swastika School
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