Helen Siah Mui Hong
Global Service Coordinator
Summary
I am a dedicated and motivated individual focused on achieving personal fulfillment, self-satisfaction, and recognition in the workplace. Throughout my career, I have gained valuable insights in company management, customer handling, and building strong relationships. Despite being a young mother who married early and lacking high qualifications, I am eager to learn and contribute. I possess a wealth of experience and a strong sense of responsibility to tackle challenges. I aspire to acquire practical life experiences and expand my network of connections. I am confident in my potential for growth, with the ability to quickly grasp new concepts and an unwavering commitment to learning.
Overview
22
22
years of professional experience
2010
2010
years of post-secondary education
3
3
Languages
Work History
Global Service Coordinator
Northland Controls Pte. Ltd.
07.2023 - Current
- Daily Scope: Receive and respond to service calls from clients via email, WhatsApp messages, or phone calls. Assign either a Local Service Partner (LSP) or an in-house engineer/technician to provide onsite or remote resolution. Ensure all calls are handled promptly and professionally to meet SLAs. Set up meetings to link up stakeholders.
- Client and LSP Communication: Communicate with clients and LSPs via email and phone to ensure break-fix requirements are met and issues are resolved.
- Data Management: Maintain accurate and detailed records of all client and LSP interactions for each service ticket, ensuring reports can be easily understood by clients and generated for management.
- Service Ticket Management: Manage service tickets from initiation to completion, ensuring customer satisfaction.
- Stakeholder Communication: Keep all relevant stakeholders informed of service ticket statuses.
- LSP Coordination: Ensure LSPs are fully briefed and equipped to resolve issues efficiently during their first visit. Provide AE support to LSP if troubleshooting is required with system access.
- Cross-Regional Collaboration: Participate in daily handover calls across regions to ensure smooth transitions between teams.
- Client Reporting: Update and present open ticket reports to clients during weekly client calls. Provide weekly status updates on ongoing service calls, proactively addressing issues before they escalate.
- Service Scheduling: Oversee the scheduling of services, ensuring timely and efficient communication with clients, LSP, and service teams, while maintaining high standards of service quality.
- Central Point of Contact: Act as a central point of contact, handle escalations, troubleshoot issues, and ensure that service level agreements (SLAs) are met on a global scale.
Sales Administrative Executive
2All Builder Pte Ltd
12.2016 - 05.2023
- Quotation and Order Processing: Issue quotations, process orders, purchase orders, and invoices.
- Documentation and Coordination: Prepare documentation, monitor shipments, and coordinate between customers, contractors, and suppliers.
- Administrative Tasks: Perform all administrative work, including banking, filing, and updating sales reports.
- Accounting Collaboration: Work with the accountant to file company sales figures.
- Customer and Supplier Follow-Up: Follow up with customers and suppliers with relevant documents and information regarding project start and handover dates.
- Subcontractor Coordination: Coordinate with subcontractors to request quotations, and manage start and handover dates.
- Quality and Project Management: Address quality issues and project-related concerns.
- Site Visits and Client Interaction: Conduct site visits, drive customers to various suppliers to view materials, and provide advice.
- Project Monitoring: Monitor the daily progress of projects and provide detailed updates to project managers or other stakeholders.
- Organizing Financial Files: Organize reports, invoices, contracts, and other financial files for easy access.
- Meeting and Logistics Planning: Plan meetings and organize project logistics.
Sales Administrative Executive
Procurri Singapore Pte Ltd
04.2014 - 11.2016
- Sales Order Entry and Billing: Handle sales order entry, billing, recurring billing, and creation of a database for call center support.
- Site Inspections: Arrange engineers for site inspections, capturing correct information of equipment and server configurations. Process PTW (Permit to Work) for engineers and technicians, ensuring they have smooth clearance to the data center, especially for Cat 5 clearance for government-related projects.
- Documentation: Prepare documents, such as contracts and equipment lists, and ensure the CEO signs contracts. Mail contracts to customers and ensure they return the signed contracts.
- Contract Filing: File maintenance contracts systematically.
- Audit Assistance: Assist auditors with any necessary tasks and participate in quarterly stock takes.
- Event Assistance: Assist any department with company events, such as company relocation, company listing on the SGX main board, Christmas celebrations, etc.
Sales Coordinator
AS Storage & Engineering (S) Pte Ltd
05.2011 - 03.2014
- Issue Quotation, Processing orders / Purchasing order and Invoice
- Preparing of documentation, monitoring shipment and coordination between customer and supplier
- All Administrative work eg
- Banking, Filing and updating sales report
- Follow up with customer and supplier with relevant documents and information of project starts and handover date
CUSTOMER SERVICE OFFICER
J.S.T COMPONENTS (S) PTE LTD
06.2005 - 04.2011
- Customer Inquiries and Sales Orders: Attend to export customers' inquiries and process sales orders and forecasts.
- Shipment Monitoring and Coordination: Monitor and coordinate shipments to ensure on-time delivery by collaborating with related parties on shipping issues. Expedite shipments if dates do not meet client's requirements.
- Shipping Coordination: Coordinate with related parties on shipping issues to ensure on-time delivery.
- Customer Needs and Service Requirements: Ensure an understanding of customer needs and service requirements – measure and improve these as possible.
- Interdepartmental Coordination: Regularly coordinate with Sales, Inventory, Warehouse, and Logistics teams to ensure all orders meet customer needs.
- Process Management: Manage and streamline processes to ensure delivery results in enhanced, value-added services to customers.
- Training and Coaching: Provide training and coaching to new staff and support their functions.
- Participate in company-wide change, process improvement, and enhancement committees, projects, and initiatives to support and meet the company's business objectives.
Retail Assistant
NTUC Healthcare Pharmacy
05.2003 - 04.2005
- Customer Service: Greet customers, answer questions, and assist them with finding products.
- Sales Support: Help customers with purchases, process transactions, and handle returns or exchanges.
- Stock Management: Receive and unpack deliveries, restock shelves, and ensure products are displayed neatly.
- Product Knowledge: Stay informed about the features and benefits of products, and communicate this information to customers.
- Merchandising: Assist with store displays, ensuring products are presented attractively and according to store standards.
- Cleanliness and Organization: Maintain a clean and organized store environment, including tidying shelves and common areas.
- Inventory Control: Conduct regular stock checks and report discrepancies to management.
- Promotions and Discounts: Inform customers about ongoing promotions, discounts, and loyalty programs.
- Complaint Resolution: Handle customer complaints professionally, escalating issues to management when necessary.
- Team Collaboration: Work with colleagues to ensure a smooth and efficient store operation.
Education
N LEVEL -
BISHAN ITE
SEC 3 - undefined
SERANGOON GARDEN SECONDARY SCHOOL
01.1994 - 01.1997
PSLE - undefined
CHONG LI PRIMARY SCHOOL
01.1987 - 01.1993
Skills
- Proficient in Word Processing and Spreadsheet Management
- Experience with Google Workspace Applications
- Service Performance Monitoring
- Email communication
Resume Summary
Global Service Coordinator, 20, Customer Service / Coordination, Security and Investigations, Middle, N-Level, Yes, S$3600, S$4000, 1 Month
Office Skills - Office Suite
Proficiency in Microsoft Office (Word and Excel), Google Workspace
Living Location
Blk 267B Punggol Field #15-113, North, Singapore, 822267
National Service
Not Applicable
Passport Info
NRIC S8000677B
Has Driving License
True
Personal Information
- Age: 45
- Ethnicity: Chinese
- Date of Birth: 01/20/80
- Gender: Female
- Nationality: Singapore Citizen
- Marital Status: Married
- Religion: Other
Timeline
Global Service Coordinator
Northland Controls Pte. Ltd.
07.2023 - Current
Sales Administrative Executive
2All Builder Pte Ltd
12.2016 - 05.2023
Sales Administrative Executive
Procurri Singapore Pte Ltd
04.2014 - 11.2016
Sales Coordinator
AS Storage & Engineering (S) Pte Ltd
05.2011 - 03.2014
CUSTOMER SERVICE OFFICER
J.S.T COMPONENTS (S) PTE LTD
06.2005 - 04.2011
Retail Assistant
NTUC Healthcare Pharmacy
05.2003 - 04.2005
SEC 3 - undefined
SERANGOON GARDEN SECONDARY SCHOOL
01.1994 - 01.1997
PSLE - undefined
CHONG LI PRIMARY SCHOOL
01.1987 - 01.1993
N LEVEL -
BISHAN ITE
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