Joanna Luna Angelika Miel
Summary
Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base while being an organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
12
12
years of post-secondary education
13
13
Certifications
3
3
Languages
Work History
Senior Customer Service Officer
Lion City Rentals Pte Ltd
03.2023 - 10.2023
- Coordinated policies and procedures to target current and future needs of organization.
- Mentored new employees while supporting complex dedicated suite of products and services.
- Reviewed new technology and vendor needs and provided resolutions.
- Prepared, analyzed and presented profitability reports to prevent fraudulent situations.
- Guided team members with clear directions, timelines and feedback.
- Strengthened customer relationships and authored strategies to provide positive experience for customers.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Evaluated interactions between associates and customers to assess personnel performance.
Senior Family Care Officer
Gladiolus Place
01.2020 - 10.2022
- Interrogated suspects and witnesses to investigate crime scenes and criminal actions.
- Responded to calls regarding domestic disturbances and civil complaints.
- Collected, preserved and analyzed evidence found at crime scenes.
- Directed flow of traffic in construction zones and guided vehicles around automobile accidents.
- Conducted surveillance to detect suspicious activity.
- Responded to emergency calls relayed from dispatcher or supervisors and communicated situation details to other officers.
- Coordinated operations with other emergency service groups.
- Wrote detailed narrative reports for use in investigations.
- Completed patrols in assigned areas to identify and deter criminal activities.
- Reported safety and fire hazards observed on routine patrols and during inspections.
- Educated staff on organizational mission and goals to help employees achieve success.
- Devised and implemented processes and procedures to streamline operations.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Maintained database systems to track and analyze operational data.
- Conducted regular reviews of operations and identified areas for improvement.
Special Needs Teacher
Early Intervention Centre
01.2018 - 03.2018
- Maintained inclusive learning environment to enable students to gain maximum benefit from lessons.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Developed and implemented classroom routines to address varying student needs.
- Prepared instructional materials for group and one-on-one use to comply with established curriculum.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Monitored student classroom and outdoors activities to promote student safety.
- Taught multiple subjects to students with intellectual or emotional disabilities.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
- Led activities that developed students' physical, emotional, and social growth.
- Provided life skills programming for students with moderate to severe autism.
- Worked with students with moderate to severe autism to increase life skills.
Service Crew Member
The Rotisserie Ptd
06.2014 - 11.2016
- Talked with customers about project specifications, budgets and timelines for top-notch customer service.
- Operated convection ovens and steamers to cook meats, rice and baked food items.
- Troubleshot equipment issues, increasing lifespan of tools through preventive maintenance and repairs.
- Trained contracted employees on specific tasks, monitoring work for safety, efficiency and overall project progress.
- Monitored supply inventory and ordered more to maintain smooth and efficient workdays.
- Measured and recorded storage temperatures for frozen, cold and hot items.
- Operated cash registers and POS systems, handling over $2000+ in cash daily.
- Kept all prep areas clean by sweeping, mopping and washing down counters.
- Verified freshness of food and ingredients by checking for quality, keeping track of new and expired items and rotating stock.
- Kept customers and crew areas organized.
- Assisted team members with tasks, increasing overall efficiency and achieving improved customer satisfaction.
- Calculated totals, processed payments and issued receipts.
- Worked well with teammates and accepted coaching from management team.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Stocked shelves to organize aisles in assigned department.
- Trained new team members on procedures, customer service, and sales techniques.
- Operated cash register to ring up final bill and process various forms of payment.
- Escalated problems or complaints to relevant supervisor or manager for resolution.
Sales Representative
GO Sports
03.2012 - 11.2013
- Developed and delivered engaging sales presentations to convey product benefits.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Trained and mentored new sales representatives.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Prioritized helping customers over completing other routine tasks in store.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Managed efficient cash register operations.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Education
Bachelor of Science - Psychology
University of Essex
UK 03.2023 - 03.2023
Diploma - Psychology
Management Development Institute of Singapore
Singapore 02.2009 - 07.2015
National ITE Certificate (Nitec) - Precision Engineering(Machining)
Institute of Technical Education
Singapore 01.2006 - 12.2007
High School Diploma -
CHIJ ST THERESA'S CONVENT
Singapore 01.2000 - 12.2003
Skills
Problem Resolution
Complaint Handling
Customer Follow-Up
Email Etiquette
Safety Planning
Behavioral Analysis
Psychosocial Assessments
Report Writing
Documentation Skills
Safety Assessments
Social Integration
Social Development and Integration
IEP Familiarity
Behavior Improvements
Positive Reinforcement
Accomplishments
- Awarded- MSF Courage-to-Care Award, 2022, Singapore
- Managed Animal Assistance Therapy Project, Singapore
- Headed GO GREEN for Cash initiative project with profits for the company, Singapore
Certification
Introduction to Trauma-informed positive behavior interventions and supports for children and young persons in residential care, Social Service Institute(SSI)
Timeline
Senior Customer Service Officer
Lion City Rentals Pte Ltd
03.2023 - 10.2023
Bachelor of Science - Psychology
University of Essex
03.2023 - 03.2023
Senior Family Care Officer
Gladiolus Place
01.2020 - 10.2022
Special Needs Teacher
Early Intervention Centre
01.2018 - 03.2018
Service Crew Member
The Rotisserie Ptd
06.2014 - 11.2016
Sales Representative
GO Sports
03.2012 - 11.2013
Diploma - Psychology
Management Development Institute of Singapore
02.2009 - 07.2015
National ITE Certificate (Nitec) - Precision Engineering(Machining)
Institute of Technical Education
01.2006 - 12.2007
High School Diploma -
CHIJ ST THERESA'S CONVENT
01.2000 - 12.2003