Gang Celestine
Toa Payoh
Summary
Customer service professional with 10+ years of experience in providing excellent customer service and resolving customer issues. Proven ability to increase customer satisfaction and build customer loyalty by 20%, as evidenced by success in implementing a new customer service process.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Bishan Toa Payoh Town
2022.02 - Current
- Responded to customer inquiries and resolved customer issues in a timely and efficient manner, achieving 99% customer satisfaction rating
- Provided excellent customer service by consistently exceeding customer expectations
- Built and maintained strong relationships with customers by providing personalized service and going the extra mile
- Identified and implemented process improvements to improve customer satisfaction, such as new customer onboarding process that reduced customer churn by 10%.
Senior Customer Service Representative
Mop Squad Pte Ltd
2021.03 - 2022.02
- Responded to customer queries and processed orders in a timely manner
- Ensured that customer requests and inquiries were fulfilled promptly
- Oversaw the company's client base service contract for renewal and issue new contracts
- Provided office support to either individual or team for smooth-running of business
- Handled customer inquiries through phone calls, emails, social media, or face-to-face interactions
- Maintained business working relationships with customers
- Processed and managed quotations
- Managed documentations
- Handed over orders to invoicing department
- Kept track and updated day-to-day cleaning schedules
- May need to conduct cold-calling to prospective customers if required
- Arranged site visits to have a better understanding of customers' cleaning requirements and needs
- Designed and planned social media (FB, Instagram) posts.
Senior Sales Executive
Seafood Company Pte Ltd
2015.10 - 2017.12
- Prepared sales quotations, tender documents, credit terms, and delivery dates
- Recommended products to customers, based on customers' needs and interests
- Retained existing customers and solicited for more orders
- Consulted with customers on after-sales services to resolve problems and provide ongoing support
- Sales planning and forecasting
- Monitored market conditions and feedback on competitors' products, prices, and sales
- Coordinated work activities with other departments (sales orders, deliveries, order update, customers' complaints, and product feedback)
- Compiled statistics required by supervisors (monthly/weekly sales/customer report).
Sales and Administrative Executive
DRx Meditech Pte Ltd
2012.10 - 2015.09
- Identified potential clients and developed them into customers
- Independently secured targeted business and maintenance accounts in assigned territories and ensured customer satisfaction in all dealings
- Responsible for prospecting, qualifying, developing, and closing sales for targeted accounts
- Pro-actively generated new business/accounts with the objective of exceeding sales targets
- Successfully achieved goal targets by monitoring market trends to sell the right products at the right price
- Defended accounts from competitors or possible potential attrition
- Recommended selling and marketing strategies for customers in order for them to achieve their sales objectives
- Monitored stock inventory to ensure a low inventory level
- Worked closely with distributors and suppliers in order to achieve overall objectives.
Account Manager
SIS Technology Pte Ltd
2004.06 - 2006.01
- Handled major accounts to trading of consumer Information Technology equipment, peripherals, and accessories, IBM, Microsoft, Lenovo, Samsung, Linskys, D-Link, etc
- Managed a team of indoor sales representatives in successful achievement of monthly quota
- Effectively worked closely together with Product Teams in fulfilling local and overseas clients' requirements and need.
Business Development Manager
Marketing Infinity Pte Ltd
2002.12 - 2004.06
- Developed existing and new clients, in providing CRM, planning, and strategies for their businesses in generating sales and volume
- Overall considering their 6Ps and brand strategy
- Worked effectively with advertising and website agencies, and assisting clients to get approval for government grants in IT application.
Account Manager (Indo-China)
Tristar Information Technology Pte Ltd
2001.06 - 2002.10
- Promoted company's key products to the Vietnam and other Indo-China markets
- Maintained close relationships with distributors, dealers, and resellers
- Visited Ho Chi Minh City and Hanoi, Vietnam, frequently to maintain customer rapport
- Handled major accounts to trading of consumer Information Technology equipment, peripherals, and accessories, IBM, Seagate, Compaq Intel chips
- Monitored stock inventory level and to ensure shipments to customers are met on time
- Achieved monthly average sales of $500,000 within 3 months of joining Tristar.
Sales and Product Manager (Indo-China)
Ingram Micro Pte Ltd
1998.01 - 2001.06
- Developed Indo-China market for Ingram Micro
- Started and handled large distributors and traders throughout Vietnam
- Liaised with local and foreign vendors and suppliers, Hewlett Packard, Intel, and Cisco in sales targets and marketing budgets and programs
- Monitored stock inventory level and to ensure shipments to customers are met on time.
Education
Postgraduate Diploma in Marketing -
The Chartered Institute of Marketing (UK)
Diploma in Marketing and Public Relations -
University of Oxford
Certificate in Business Administration -
Thames International
Skills
- Customer service
- Problem-solving
- Communication
- Teamwork
- Time management
- Microsoft Office Suite
- Social media marketing
- Content marketing
- Email marketing
- Complaint Resolution
Personal Information
- Ethnicity: Chinese
- Marital Status: Married with 2 children
- Date of Birth: 02/10/80
- Nationality: Singaporean
Awards
Ministry of National Development Municipal Award Winner 2023 – Certificate of Appreciation Individual Best Employee Award for July to September 2022
References
Available upon request.
Timeline
Customer Service Representative
Bishan Toa Payoh Town
2022.02 - Current
Senior Customer Service Representative
Mop Squad Pte Ltd
2021.03 - 2022.02
Senior Sales Executive
Seafood Company Pte Ltd
2015.10 - 2017.12
Sales and Administrative Executive
DRx Meditech Pte Ltd
2012.10 - 2015.09
Account Manager
SIS Technology Pte Ltd
2004.06 - 2006.01
Business Development Manager
Marketing Infinity Pte Ltd
2002.12 - 2004.06
Account Manager (Indo-China)
Tristar Information Technology Pte Ltd
2001.06 - 2002.10
Sales and Product Manager (Indo-China)
Ingram Micro Pte Ltd
1998.01 - 2001.06
Postgraduate Diploma in Marketing -
The Chartered Institute of Marketing (UK)
Diploma in Marketing and Public Relations -
University of Oxford
Certificate in Business Administration -
Thames International
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