Jeslin Goh
Singapore
Summary
Empowered with more than 26 years of working experience; over the years, working with Global customers and OEM from Europe has also widen my exposure and adaptability of different cultures. I have the ability to work independently under minimal supervision for 9 years, remotely, reporting to France head office . I manage Asia front office since 2012, as we have more business activities 2 years ago, today I am leading a team of 4 respectful colleagues with excellent teamwork and result-oriented colleagues. I have also enhanced and sharpened my inter-personal skill. I am looking forward to execute my skills and experiences for all future challenges.
Overview
24
24
years of professional experience
Work History
Assistant Manager, Customer Service
Mikron Singapore Pte Ltd
Singapore
06.2022 - Current
- Leading a team of designer, mechanical and control engineers to provide technical services.
- Manage ticketing system and assign jobs through Salesforce.
- Provided exceptional support to management, assisting in daily operations and decision-making processes
- Improved customer satisfaction by addressing and resolving customer complaints in a timely manner.
- Enhanced team productivity by implementing effective communication strategies and collaborative efforts.
- Analyzed customer feedback data to identify the need, propose retrofit and upgrade and generate sales opportunities.
- Reduced wait times for customers through efficient task delegation and resource allocation.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Established team priorities, maintained schedules and monitored performance.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Assistant Customer Service Manager
Safran Seats Asia Pte. Ltd
Singapore
10.2007 - 06.2022
- Accepted another new challenge to lead front office team in newly setup division in Singapore
- My role is to lead a team of Customer Service Representatives in daily work scope
- Assisting HR/Finance Manager to organize internal process in Seats Asia, Assist to resolve team's work issue and work with project team for improvement
- Participate in weekly front office improvement meeting and assist in 'Standard operating procedure' for all work processes with OEM located in US, GB and France
- Handle major customers in order processing, claim, aircraft Delease program and other issues.
Senior Customer Service Representative - Spares Supply
Safran Seats Asia Pte. Ltd
Singapore
11.2012 - 10.2020
- Accepted the new challenger in newly setup front in Asia for spare supply for 'Seats' division
- Tasked to take over all Asia customers from Hong Kong and Middle East front office
- Process Purchase orders, claims and ensure orders are deliver according to customers' request date
- Assist with Sales Managers to prepare Sales Proposal
- Manage aircraft delease, retrofit program.
Customer Service Representative - Repair
Safran Seats Asia Pte. Ltd
Singapore
10.2007 - 12.2012
- Liase with customers on requirements Prepare quotations
- Arrange for shipments when unit is ready to be shipped
- Generate open status reports for customers Generate invoices when unit has been shipped
- Liase with internal department to fulfill customer requirement in a timely manner
- Liase with OEM on customer repair units
- Support 24/7 'Aircraft on Ground' duties when required
- Ad-hoc duties as assigned by Manager
- Good team player and multi-tasking capabilities Proven initiative and ability to work with minimal supervision
Sales Support Adminstrator
Daikin Asia Servicing Pte. Ltd
04.2007 - 10.2007
- Co-ordinate on export shipment (sea & air)
- Manage marketing program for customers
- Administrative duties, preparation travel documents, handle expenses claim and bills
- Co-ordinate meeting & regional video conference
- Perform any ad-hoc duties assigned.
Customer Service Assistant
Innox Higa Singapore Pte. Ltd
04.2002 - 03.2007
- In-charge of Asian portfolio of customers, namely from Taiwan, Hong Kong & China
- Ensure all orders are timely delivered and maintain good business relationship with customers
- Customer visitations with Managing Directors for business opportunity
- Timely co-ordination of Import / Export (Customs negotiations included)
- Documentation preparation: Quotation, Purchase Orders, Delivery Orders, Sales Kit Presentation
- Inventory supervision (key player in yearly inventory with auditors)
- Assist in computerized set-up: EZ-MRPII and FACT software
- Trained and supervised data entry team
- Meet key suppliers for forecast and costing
- Present product presentation to new customers.
Personal Assistant / Marketing Co-ordinator
Consort Bunkers Pte. Ltd
03.2000 - 04.2002
- Handle Managing Director's personal matter (banking / credit cards accounts / car loans / personal / travel insurances)
- Booking of air tickets & hotels
- Purchasing of corporate gifts & hampers
- Co-ordinate for staff recruitment
- Co-ordinate meetings and appointments
- Monitor live trading on 'Platts'
- Updating of daily prices / Sales consumption
- Co-ordinate oil samples for lab testing
- Witness oil sample seal breaking at the lab
- Purchasing of Marine Gas Oil and Marine Diesel Oil
- Prepare sale contract & confirmation
- Preparation of telexes, correspondences etc.
Education
Human Factors and Error Management (Technicians & Operators) -
Air Transport Training College
07.2008
Dangerous Goods Regulations Awareness -
SAAA Cargo Services Pte Ltd
07.2008
GCE 'O' Level -
12.1999
Diploma in Computer Studies -
University of Cambridge
08.1996
Skills
- Empathy
- Good observation skills
- Problem solving
- Report database
- Zap
- Hyperion
- Feedback collection
- Report Preparation
- Budgeting and reporting
- Teamwork and Collaboration
- Problem-solving abilities
Languages
English
Fluent
Mandarin
Fluent
Msofficeskills
- Word
- Excel
- Outlook
- Powerpoint
- Teams
- Salesforce
References
Magali Le Niniven (Lamblin), Safran Seats France, magali.lamblin@safrangroup.com, +33 (0) 2 54 03 92 20
Hobbies and Interests
- Gardening
- Volunteer work
Timeline
Assistant Manager, Customer Service
Mikron Singapore Pte Ltd
06.2022 - Current
Senior Customer Service Representative - Spares Supply
Safran Seats Asia Pte. Ltd
11.2012 - 10.2020
Assistant Customer Service Manager
Safran Seats Asia Pte. Ltd
10.2007 - 06.2022
Customer Service Representative - Repair
Safran Seats Asia Pte. Ltd
10.2007 - 12.2012
Sales Support Adminstrator
Daikin Asia Servicing Pte. Ltd
04.2007 - 10.2007
Customer Service Assistant
Innox Higa Singapore Pte. Ltd
04.2002 - 03.2007
Personal Assistant / Marketing Co-ordinator
Consort Bunkers Pte. Ltd
03.2000 - 04.2002
Human Factors and Error Management (Technicians & Operators) -
Air Transport Training College
Dangerous Goods Regulations Awareness -
SAAA Cargo Services Pte Ltd
GCE 'O' Level -
Diploma in Computer Studies -
University of Cambridge