Khor Lai Chuen (Jackson)
Summary
Highly motivate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased revenue, improving buying experience and elevating company profile with targeted markets. Consistently recognized for sales performance and excellence in customer service. Keep aiming for progress on position in retail and customer experience.
Overview
9
9
years of professional experience
Work History
Sales Associate
Kering Jewelry & Watches Pte Ltd
06.2023 - Current
- Maximise sales performance, achieve assigned boutique team target and
- KPIs
- Deliver luxury and caring customer service, build customer relationship and loyalty
- Handle customer enquiries and complaints, ensure issues are resolved to the satisfaction of customers and company
- Support boutique operation and ensure all aspects at top quality
- Follow company compliance, to conduct regular stock checks and assist the annual stock take
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
Senior Client Care Officer
RIMOWA Singapore Pte Ltd
08.2022 - 06.2023
- Attending to client’s after-sales requirements and achieving customer satisfaction via service excellence throughout the entire Client Care Process
- Ensuring overall readiness of the reception and managing all administrative requirements including follow up with client for collection
- Deploying global strategies and focused towards that mission
- Welcome and attend to client’s after-sales requirements
- Assess repair requirements and advise client accordingly
- Acknowledge and address client’s feedback in a warm and sincere manner
- Manage client’s expectations/ demands for damages out of warranty coverage
- Provide or offer alternatives or solutions that are within brand guidelines
- Share product information and brands updates where possible
- Ensure 100% accuracy of data entry, repair record filing, invoicing and transaction
- Attending to telephone & email enquiries and advising on general information (e.g
- Operating hours, documentation for Service) and handover of technical enquiries to CC Supervisor / HQ
- Contact clients for collection and update of repair status
- Ensure front desk cleanliness and tidiness
- Undertake CCC administration duties such as stationary ordering and petty cash management
- Prepare monthly report to HQ
- To ensure timely and prompt follow up with client
- To ensure completed cases are scheduled for their designated collection point, including stores
- Support and assistance to team mates to achieve maximum efficiency and productivity, and commitment to ongoing improvement
- Being a team player and committing to ongoing improvement
- Wrote detailed narrative reports for use in investigations.
- Attended personnel meetings and training sessions to improve skills and learn new policies and procedures.
Human Resource Executive
Local Trading Company
01.2022 - 07.2022
- Design compensation and benefits packages
- Implement performance review procedures (e.g
- Quarterly/annual and 360 evaluations)
- Develop fair HR policies and ensure employees understand and comply with them
- Implement effective sourcing, screening and interviewing techniques
- Assess training needs and coordinate learning and development initiatives for all employees
- Monitor HR department’s budget
- Act as the point of contact regarding labor legislation issues
- Create and run referral bonus programs
- Manage employees’ grievances
- Review current HR technology and recommend more effective software (including
- HRIS and ATS)
- Measure employee retention and turnover rates
- Oversee daily operations of the HR department
- Interviewed potential hires, negotiated salaries and benefits and performed reference checks.
- Directed hiring and onboarding programs for new employees.
Manager
Loyalty Marriott, Marriott International
07.2021 - 01.2022
- Manage and supervise the Loyalty Officer
- Responsible for the planning of Elite, Cobalt & redemption stay members (Pre-
- Arrival, Arrival, During Stay & Departure)
- Problem experience analysis & Tracking and reporting
- Training and sustainment & Policies and Procedures
- Communicate effectively & Assist Management
- Working with Others & Quality Assurance/Quality Improvement
- Check-in/Check-out & Guest Services
- Leadership, Managing Execution, Building Relationships, Learning and Applying
- Professional Expertise, Generating Talent and Organizational Capability
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Guest Experience Manager
JW Marriott Hotel
01.2021 - 06.2021
- Leading Guest Relations Teams
- Maintaining Guest Services, Front Desk and Executive Lounge Goals
- Ensuring Exceptional Customer Service
- Implementing Projects and Policies
- Conducting Human Resource Activities
- Additional Responsibilities request by Head of Department/ GM
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
Asst. Manager
InterContinental Singapore
07.2019 - 01.2021
- Leading Guest Relations Teams
- Maintaining Guest Services, Front Desk and Executive Lounge Goals
- Ensuring Exceptional Customer Service
- Implementing Projects and Policies
- Conducting Human Resource Activities
- Additional Responsibilities request by Head of Department/ GM
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Retail Sales Supervisor
Apple Inc
04.2015 - 05.2019
- Completes store operational requirements by scheduling and assigning employees, following up on work results
- Maintains store staff job results by coaching, counseling, and disciplining employees, planning, monitoring, and appraising job results
- Trained new associates on cash register operations, conducting customer transactions, and balancing drawer.
- Counted cash register drawers at beginning and end of each shift to prepare bank deposits.
- Achieves financial objectives by preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Identifies current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand service requirements
- Ensures availability of merchandise and services by maintaining inventories
- Contributes to team efforts
Education
Hospitality And Tourism
Academies Australasia College
Singapore05.2019
High School Diploma -
SMJK Chung Hwa Confucian
Singapore11.2014
Skills
SKILLS:
- Basic Food & Beverage Service Skills
- Experienced in Handling Customer Feedback
- Experienced in Lobby Ambassador Job Scope
- Experienced in Handling Cash and POS System
- Experienced in Handling External Call and Internal Call
- Adapt to Diverse Groups
- Excellent People Skills
- Social Perceptiveness
- Guest Relations
STRENGTHS:
- Punctual
- Optimistic
- Hard working
- Love to learn
- Can work with team
- Can work under pressure
HOBBIES AND EXTRACURRICULUMS ACTIVITIES:
- Listen Music
- Watch Movie & Drama
- Play Football/Watch Football Matches
- Play Badminton/Watch Badminton Matches
LANGUAGES PROFICIENCY:
- Mandarin Native
- English Fluent
- Bahasa Malaysia Beginner
- Hokkien (Dialect) Fluent
- Cantonese (Dialect) Basic
Timeline
Sales Associate
Kering Jewelry & Watches Pte Ltd
06.2023 - Current
Senior Client Care Officer
RIMOWA Singapore Pte Ltd
08.2022 - 06.2023
Human Resource Executive
Local Trading Company
01.2022 - 07.2022
Manager
Loyalty Marriott, Marriott International
07.2021 - 01.2022
Guest Experience Manager
JW Marriott Hotel
01.2021 - 06.2021
Asst. Manager
InterContinental Singapore
07.2019 - 01.2021
Retail Sales Supervisor
Apple Inc
04.2015 - 05.2019
Hospitality And Tourism
Academies Australasia College
High School Diploma -
SMJK Chung Hwa Confucian
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