Jessica Zhang
Summary
A dedicated and results-oriented professional with extensive experience in customer relations, technical support, and team coordination. Possessing strong leadership, problem-solving, and organizational skills, I am seeking a Team Manager Apprenticeship to continue my growth in team management and contribute effectively to the success of the organization. My quick learning abilities, attention to detail, and commitment to excellence ensure the highest quality outcomes in every task I undertake.
Overview
18
18
years of professional experience
Work History
CR+ Support (Chat Support + Back Office)
Apple South Asia Pte Ltd
12.2024 - Current
- Lead the escalation process for customer service issues, focusing on repair disputes, warranties, and customer address changes, ensuring swift resolutions and high customer satisfaction
- Collaborate effectively with internal teams to provide logical solutions, managing tasks with precision and ensuring all inquiries are addressed efficiently
- Utilize a keen understanding of customer service to maintain effective communication and follow-ups, creating a positive customer experience in a high-pressure environment
Customer Relations Advisor
Apple South Asia Pte Ltd
11.2021 - 10.2023
- Specialized in resolving complex customer issues, regaining customer trust through professional service and focused problem-solving
- Managed escalations and agreements, ensuring resolution in a timely and accurate manner
- Demonstrated strong leadership in working with resellers and end users, always aiming for customer retention through exceptional service
- Consistently applied problem-solving skills to overcome challenges, ensuring that each case was addressed with attention to detail and quality
Agreement Administration Advisor
Apple South Asia Pte Ltd
06.2020 - 10.2021
- Processed various contract and warranty requests, ensuring the efficient and smooth resolution of customer concerns
- Managed escalated issues with precision, effectively balancing a high workload and ensuring that tasks were completed within deadlines, even in high-pressure situations
MSS Advisor
Apple South Asia Pte Ltd
04.2020 - 05.2020
- Supported customers with Apple ID and purchase issues, offering RTA and Tier 2 escalation support to provide optimal solutions
- Effectively managed customer relationships and collaborated with cross-functional teams to resolve issues promptly and professionally
Apple Support - Technical Advisor
Apple South Asia Pte Ltd
02.2017 - 05.2020
- Delivered expert technical support and troubleshooting, ensuring quick resolutions for complex customer issues
- Demonstrated adaptability and resilience, consistently achieving high-quality performance while working in a dynamic, fast-paced environment
Assistant Service Manager
DBS Bank Ltd
09.2013 - 05.2014
- Assisted in overseeing branch operations and staff, ensuring regulatory compliance and smooth daily operations
- Displayed leadership and organizational skills to manage multiple tasks effectively while ensuring high levels of team productivity and customer service
Senior Associate Engineer
GLOBALFOUNDRIES Singapore Pte Ltd
09.2010 - 08.2013
- Worked with cross-functional teams to achieve organizational goals, consistently delivering results under pressure
Associate Engineer
Philips Electronics Singapore Pte Ltd
12.2006 - 09.2010
- Wrote and tested software, ensuring accuracy and quality in the results and reports delivered
Education
Bachelor of Technology - Electronics
National University of Singapore
12.2012
Diploma in Electronics Engineering -
Temasek Polytechnic
12.2006
Skills
- MacOS
- SAP system
- ACRT
- Polaris
- SEMS
- GSX
- Wave
- 3KS
- Problem-solving
- Communication skills
- Customer service
- Team management
- Effective communication
- Collaboration
- Adaptability
- Stress management
- Multi-tasking
- Quality management
Timeline
CR+ Support (Chat Support + Back Office)
Apple South Asia Pte Ltd
12.2024 - Current
Customer Relations Advisor
Apple South Asia Pte Ltd
11.2021 - 10.2023
Agreement Administration Advisor
Apple South Asia Pte Ltd
06.2020 - 10.2021
MSS Advisor
Apple South Asia Pte Ltd
04.2020 - 05.2020
Apple Support - Technical Advisor
Apple South Asia Pte Ltd
02.2017 - 05.2020
Assistant Service Manager
DBS Bank Ltd
09.2013 - 05.2014
Senior Associate Engineer
GLOBALFOUNDRIES Singapore Pte Ltd
09.2010 - 08.2013
Associate Engineer
Philips Electronics Singapore Pte Ltd
12.2006 - 09.2010
Diploma in Electronics Engineering -
Temasek Polytechnic
Bachelor of Technology - Electronics
National University of Singapore
Similar Profiles
Jermaine YeoJermaine Yeo
Specialist at Apple South Asia Pte. Ltd.Specialist at Apple South Asia Pte. Ltd.
Jody Kwa Rui XiaJody Kwa Rui Xia
Operation Specialist at Apple South Asia Pte LtdOperation Specialist at Apple South Asia Pte Ltd
Lyn OngLyn Ong
Benefits Admin Specialist at apple south asia pte ltdBenefits Admin Specialist at apple south asia pte ltd
Emmanuel Nwabugo AkunobiEmmanuel Nwabugo Akunobi
Product Support Advisor at Panatrix ConsultsProduct Support Advisor at Panatrix Consults
Susmitha BodigeSusmitha Bodige
Helpdesk Technician II at Princeton Plasma Physics LaboratoryHelpdesk Technician II at Princeton Plasma Physics Laboratory