Ferris Oh
Summary
Results-driven Senior Customer Service & Sales Executive with 5+ years of experience in managing high-volume customer interactions, resolving complex service issues, and driving sales growth. Proven success in direct face-to-face marketing, client acquisition, and product demonstrations, consistently achieving conversion targets and boosting revenue. Skilled in team leadership, training, and SOP implementation, with a track record of improving service delivery and customer satisfaction (95%+ resolution rate). Proficient in leveraging CRM, POS systems, and Excel-based analytics to streamline operations, track performance, and deliver measurable business impact. Recognized for adaptability, problem-solving, and the ability to thrive in fast-paced, customer-facing environments.
Overview
8
8
years of professional experience
Work History
Brand Ambassador
SalesWorks
01.2025 - 06.2025
- Executed direct sales campaigns, consistently converting leads into paying customers and boosting client revenue growth.
- Conducted consumer needs analysis in real time, recommending tailored solutions to target segments.
- Collaborated in team-based marketing campaigns, sharing strategies and best practices to achieve sales KPIs.
- Participated in structured training and mentorship programs, continuously enhancing product knowledge and refining persuasive sales techniques.
Senior Customer Service Executive
Putien (Pulem Holdings Pte Ltd)
11.2023 - 12.2024
- Resolved escalated customer cases with a 95% resolution rate within SLA using ticketing systems.
- Developed SOP documentation and internal knowledge bases, streamlining support processes.
- Coordinated with operations to align workflows using task tracking tools.
- Mentored 2 junior staff through structured training, coaching, and performance reviews.
- Implemented CSAT/NPS surveys, driving a 40% improvement in customer feedback response rates.
Senior Supply Chain Executive
Putien
02.2024 - 12.2024
- Analyze data usage trends to drive inventory decisions and optimize supply chain efficiency.
- Conduct production planning to ensure alignment with business needs and market demand.
- Propose Warehouse Management System (WMS) to enhance inventory accuracy and output tracking.
- Coordinate with cross-functional teams to ensure the smooth flow of supply chain operations.
- Drive continuous improvement initiatives to improve production efficiency, reduce costs, and minimize waste.
- Prepare detailed reports and analysis for management to support decision-making processes.
- Reason For Leaving: Departed due to a company restructure, impacting role availability.
Customer Service & Training Executive
Mr Coconut
02.2022 - 11.2023
- Designed and launched a bulk-ordering website, automating and streamlining the intake process.
- Managed logistics coordination with Lalamove, optimizing last-mile delivery processes.
- Established SOPs with measurable KPIs, ensuring consistent service delivery standards.
- Conducted training for staff via structured workshops and feedback sessions.
- Introduced customer satisfaction trend analysis, resulting in a 25% increase in positive feedback.
Customer Service Executive
Mr Coconut
07.2021 - 02.2022
- Handled 100+ daily customer interactions across POS systems and WhatsApp Business, ensuring seamless service delivery.
- Built dashboards in Excel to track recurring issues and customer satisfaction metrics.
- Designed SOPs and reference guides for new hires, expediting onboarding and consistency.
- Enhanced customer retention by 10% through data-driven loyalty program analysis.
Business Development Executive
Ascend Com Pte Ltd
01.2020 - 05.2021
- Managed and tracked B2B sales leads using CRM and Excel.
- Conducted competitor research and market analysis, identifying new growth opportunities.
- Negotiated and closed partnership agreements, contributing to 20% client base expansion.
- Prepared analytical KPI reports to drive decision-making and strategic business alignment.
Customer Service Executive
The Learning Lab
03.2019 - 11.2019
- Tracked service metrics including resolution time and customer engagement scores.
- Designed and analyzed customer feedback forms, generating insights to enhance service quality.
- Launched improvement programs that boosted overall customer satisfaction.
- Supported the sales team in onboarding new clients, ensuring smooth transitions.
Operation Manager
O Coffee Club
11.2017 - 02.2019
- Supervised a 15-member team, creating staffing schedules and shift plans using Excel.
- Reduced food waste by 15% through inventory control and optimized stock rotation.
- Conducted sales data analysis for demand forecasting and procurement planning.
- Standardized service protocols with checklists and reviews, improving team consistency.
- Delivered onboarding and training for new hires with structured operational manuals.
Education
Higher Nitec - Events Management
Institute of Technical Education
Singapore04.2018
Skills
- Customer Service Excellence
- Sales & Customer Acquisition
- Training & Coaching
- Process Optimization
- Customer Engagement Strategies
- Data & Reporting Tools (Excel, POS systems)
- Time & Performance Management
- Root Cause Analysis (RCA)
Accomplishments
- SalesWorks - Sales Achievement & Sales Excellence 2025
- The Straits Time - Singapore's Best Customer Service 2023/24
- Content Strategy, FirstCom Academy 2021
- Food Hygiene Certification 2018
- The 7 Habits of Highly Effective Youths 2018
Timeline
Brand Ambassador
SalesWorks
01.2025 - 06.2025
Senior Supply Chain Executive
Putien
02.2024 - 12.2024
Senior Customer Service Executive
Putien (Pulem Holdings Pte Ltd)
11.2023 - 12.2024
Customer Service & Training Executive
Mr Coconut
02.2022 - 11.2023
Customer Service Executive
Mr Coconut
07.2021 - 02.2022
Business Development Executive
Ascend Com Pte Ltd
01.2020 - 05.2021
Customer Service Executive
The Learning Lab
03.2019 - 11.2019
Operation Manager
O Coffee Club
11.2017 - 02.2019
Higher Nitec - Events Management
Institute of Technical Education
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