Summary
Overview
Work History
Education
Skills
Timeline
Generic

Fermelle Theng

Senior Client Advisor

Summary

Dynamic Senior Customer Officer with over 11 years of experience demonstrating a strong commitment to professional growth and skill enhancement. Proven expertise in team collaboration and management, along with a talent for delivering effective solutions and knowledge to clients. Adept at fostering positive customer relationships while ensuring high levels of satisfaction and resolution. Passionate about continuous learning and adapting to meet evolving industry demands.

Overview

18
18
years of professional experience

Work History

Client Advisor

Gucci
11.2021 - Current
  • Excelled in meeting sales targets, contributing significantly to the overall success of the team.
  • Demonstrated adaptability by quickly learning new systems, tools, or products as necessary for the job.
  • Strengthened client relationships through regular communication and proactive follow-up on inquiries.
  • Managed a diverse portfolio of clients, effectively balancing priorities and meeting deadlines.
  • Developed strong rapport with clients through active listening and empathetic understanding of their goals and concerns.
  • Enhanced client satisfaction by providing personalized advice and tailored product recommendations.

Senior Customer Service Officer

TDCX
12.2013 - 11.2021
  • Picked up valuable skills engaging with customer via my earliest project (Asurion). Provide knowledge on mobile technical and usage. Moved on to escalation with the back-end team and client itself for handling difficult customers then providing resolutions.
  • Was offered to take up another project involving the fibre optics / network provider in Singapore. Started off taking calls to experience and assist customers with their inquiries using client’s System for effective solution. Moved on to escalation to aid in the resolution of any internet related issues in Singapore. Rendering assistance with the vetting of our emails before sending it to the customers.
  • One of the highlights of this project is that I have also spear-headed the creation of a new team (QP team), thus working closely with clients and mentoring team mates.

Retail Manager

OSS (Online Shoppers)
02.2012 - 08.2013
  • Overseeing the visual presentation of the shop ensuring that it was updated frequently. We have a fashion blog at that time and I have contributed to some fashion entries and inspiration. Assisted in the merchandising of clothes and accessories for our weekly or monthly stock up. Mentoring shop or new shop assistance on their daily work and sales target.

Receptionist / Admin

Zouk Singapore
09.2010 - 12.2011
  • Attending to walk-in guests and phone calls. Ad-hoc Duties was tasked daily and completed accordingly. I have also pro-actively provided assistance to the marketing team/design team easing their workload.

Admin Engineering

Systron Technic
01.2008 - 05.2010
  • Daily Ad-hoc duties involving typing and printing of invoices for respective clients. Picked up some telemarketing skills to boost sales and promote the company.

Education

GCE O'levels - undefined

Geylang Methodist Secondary School
01.2004

Skills

Relationship management

Timeline

Client Advisor

Gucci
11.2021 - Current

Senior Customer Service Officer

TDCX
12.2013 - 11.2021

Retail Manager

OSS (Online Shoppers)
02.2012 - 08.2013

Receptionist / Admin

Zouk Singapore
09.2010 - 12.2011

Admin Engineering

Systron Technic
01.2008 - 05.2010

GCE O'levels - undefined

Geylang Methodist Secondary School

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Fermelle ThengSenior Client Advisor