Conscientious, passionate, and empathetic professional with a strong background in the social service sector and customer service. Senior Family Care Officer focused on ensuring the safety and well-being of adolescents in their homes. Collaborates with case workers and third-party stakeholders to develop comprehensive care plans and engaging activities for youth. Proven track record includes training new staff and overseeing adherence to standard operating procedures. Excels in handling customer inquiries and resolving issues efficiently, utilizing effective communication and problem-solving skills for customer satisfaction. Strong knowledge of customer support systems and best practices, committed to maintaining quality service.
Hi, I’m
Joanna Luna Angelika Sadaya Miel
Singapore
Summary
Overview
13
years of professional experience
1
Certification
Work History
SimplyGo
Customer Service Support Associate
10.2024 - Current
Job overview
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Strived for continuous improvement through self-assessment of skills and seeking opportunities for further training or development within the role.
- Managed high call volume while maintaining a positive attitude and professional demeanor.
- Developed rapport with clients, fostering long-lasting relationships built on trust and loyalty.
- Skilled at working independently and collaboratively in a team environment.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Maintained high-quality communication with clients, resulting in increased client retention and loyalty.
UOB Bank
Call Center Representative
04.2024 - 09.2024
Job overview
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Identified and resolved discrepancies and errors in customer accounts.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Lion City Rentals Pte Ltd
Senior Customer Service Officer
03.2023 - 10.2023
Job overview
- Assisting customers with billing questions or problems with their accounts
- Interacting with customers by phone and email to answer questions regarding enquiries
- Resolving customer concerns and handling complaints from customers
- Providing information to customers about products, services, and special offers
- Reviewing incoming orders for accuracy and making changes where necessary
- Providing support to other departments
- Doing and submitting of accident reports
- Assisting with calls and enquiries for the call centre department
- Providing feedback to management regarding customer satisfaction and responsiveness to customer needs
Gladiolus Place
Senior Family Care Officer
01.2020 - 10.2022
Job overview
- Provide support and care to adolescents aged 10 -20years
- Aiding in the resident's basic development and change process in ensuring that child develops satisfactory towards goal base interventions
- Ensure residents adhere to rules and regulations of the home
- Collaborate with case workers to complete evaluation and application of proper regulatory procedures
- Managed projects such as Assisted Animal therapy (Cat room) and Go Green, Trash for cash recycling
- Mentoring and teaching of new staff of SOPs and guided applications
Early Intervention Centre
Special Needs Teacher
01.2018 - 03.2018
Job overview
- Assist and teach children with intellectual disability
- Structuring and executions of lesson plans and ILPs
- Application of lessons base on the needs of the child according to different spectrum
- Monitoring of progress of child and working with parents in application of certain lessons at home
- Behavioral management of child
- Phonics
The Rotisserie Ptd
Service Crew
06.2014 - 11.2016
Job overview
- Check with customers to ensure that they are enjoying their meals and take action to correct any problems
- Collect payments from customers
- Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff
- Take orders from patrons for food or beverages
- Present menus to patrons and answer questions about menu items, making recommendations upon request
- Clean tables or counters after patrons have finished dining
- Prepare hot, cold, and mixed drinks for patrons, and chill bottles of wine
- Roll silverware, set up food stations or set up dining areas to prepare for the next shift or for large parties
- Inform customers of daily specials
- Stock service areas with supplies such as coffee, food, tableware, and linens
- Explain how various menu items are prepared, describing ingredients and cooking methods
- Remove dishes and glasses from tables or counters, and take them to the kitchen for cleaning
- Assist host or hostess by answering phones to take reservations or to-go orders and greeting, seating, and thanking guests
- Perform cleaning duties, such as sweeping and mopping floors, vacuuming carpet, tidying up the server station, taking out the trash, or checking and cleaning the bathroom
- Escort customers to their tables
- Garnish and decorate dishes in preparation for serving
- Fill salt, pepper, sugar, cream, condiment, and napkin containers
- Provide guests with information about local areas, including giving directions
- Count money and make bank deposits
- Schedule and receive food and beverage deliveries, checking delivery contents to verify product quality and quantity
- Perform some food preparation or service tasks such as cooking, clearing tables, and serving food and drinks when necessary
- Take dining reservations
Harry's bar
Waitress
03.2014 - 06.2014
Job overview
- Receive and respond to customer complaints
- Verify customer and order information for correctness, checking it against previously obtained information as necessary
- Check inventory records to determine the availability of requested merchandise
- Maintain sanitation, health, and safety standards in work areas
- Clean food preparation areas, cooking surfaces, and utensils
- Verify that prepared food meets requirements for quality and quantity
- Read food order slips or receive verbal instructions as to food required by patron, and prepare and cook food according to instructions
- Take food and drink orders and receive payment from customers
- Clean, stock, and restock workstations and display cases
- Serve orders to customers at windows, counters, or tables
- Prepare and serve beverages such as coffee and fountain drinks
- Order and take delivery of supplies
GO sports
Sales representative
03.2012 - 11.2013
Job overview
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or performing services for customers
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Inventory stock and reorder when inventory drops to a specified level
- Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised
- Plan budgets and authorize payments and merchandise returns
- Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise
- Review inventory and sales records to prepare reports for management and budget departments
- Examine products purchased for resale or received for storage to assess the condition of each product or item
- Establish and implement policies, goals, objectives, and procedures for their department
- Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business
- Estimate consumer demand and determine the types and amounts of goods to be sold
- Formulate pricing policies for merchandise, according to profitability requirements
- Keep records of purchases, sales, and requisitions
- Plan and coordinate advertising campaigns and sales promotions, and prepare merchandise displays and advertising copy
Education
University of Essex
Bachelor of Science (Honours) from Psychology
01.2023
University Overview
- Dissertation: Association between child maltreatment and peer relations
- Degree Awarded with Honors
Management Development Institute of Singapore
Diploma from Psychology, Applied Business psychology, Applied Marking psychology, Psychology and Social Science Research, Psychology of the Individual, Psychology of Group Dynamics, Employee Assessment and Leadership Development, Clinical Health Psychology, Case Studies in Clinical Health and Organizational Psychology and Conflict Resolution
01.2015
University Overview
GPA: A(Distinction)
Management Development Institute of Singapore
Professional certificate from counselling
01.2009
University Overview
ITE WEST(AMK)
NITEC from Precision Engineering(Machining)
01.2008
University Overview
- 3D CAD/AutoCAD
- Design conceptualization and rapid prototyping
- Engineering drawing and inspection techniques
- Engineering process(turning)
- Engineering process(milling)
- Aerospace machining multi-axis programming and machining
- Assembly skills
- Co-ordinate measuring techniques
- Grinding
- CNC EDM Die-sink and wire cut -turning-Manfuacturing Technology-Assembly skills-tool and cutter grinding communication skills-personal and interpersonal effectiveness-sports and wellness
- I-Milling-Grinding-Career development and planning -Co-ordinate measuring techniques -CNC machining (CAM)
St Theresa's Convent
'N' Levels from Maths, English, Mother Tongue-CHINESE, Combine science-biology/chem, Home Economics, Computer Studies, Design and Technology studies, CCA- Angklang, Guitar
01.2003
University Overview
Pearl's Hill Primary School
PSLE
01.1999
University Overview
Skills
- Leadership and Teamwork
- Computer Skills
- Critical thinking and problem solving
- Ability to Multitask
- Adaptability
- Fast Learner
- Communication Skills
- Microsoft Office
- Customer service excellence
- CRM software
- Recordkeeping and file management
- Data entry
Certification
- Introduction to Trauma-informed positive behavior interventions and supports for children and young persons in residential care, Social Service Institute(SSI)
- Certificate in Residential Care for Children and young persons, Ministry of Social and Family Development (MSF)
- The Management of Actual or Potential Aggression Foundation Programme (MAPA)
- Certificate in Preparatory Caregiver Training Programme - Caregiver Stress and Management (E-Learning)
- Certificate in Preparatory Caregiver Training Programme - Communication in Caregiving (E-Learning)
- Certificate in Preparatory Caregiver Training Programme - Know the Care Recipient (E-Learning)
- Certificate in Preparatory Caregiver Training Programme - Understanding Caregiving (E-Learning)
- Certificate in Overview to Disabilities (E-Learning)
- Certificate in Working Effectively with Youths (E-Learning)
- Certificate in Sector-specific screening guide (E-Learning)
- Certificate in Singapore's Social Compact (E-Learning)
- Certificate in Understanding Persons with Developmental Disabilities (E-Learning)
- Certificate in Understanding Persons with Intellectual Disabilities (E-Learning)
Accomplishments
Accomplishments
- MSF Courage-To-Care award, 2022, Singapore
- Managed Animal assistance therapy Project, Implementation and execution of the project, writing and documentation of standard operating procedure of written instructions to follow step-by-step process to properly perform a routine activity, budgeting, care, and well-being of cats for animal therapy and overseeing the interaction of Animals and resident in the home., Singapore
- Headed Go Green for cash initiative project with profits for the company, To promote Go Green Initiative, engage and educate residents on the benefits of recycling with proceeds of monies collected donated going towards the home and residents., Singapore
Languages
English
Bilingual or Proficient (C2)
Chinese
Beginner (A1)
Tagalog
Upper intermediate (B2)
Personal Information
Personal Information
- Date of Birth: 10/23/XX
- Nationality: Singapore PR
- Driving License: Class 3(Manual)
References
References
- Cherie Lim Seow Fong, SimplyGo
Mobile: +65 80233775
- MimayLovitz Burgos Taguba, Mercure Singapore
Email: MimayLovitz@gmail.com | Mobile: +65 86066570
- Cyan Khoo, Caregivers Alliance Limited
Email: Cyank95@hotmail.com | Mobile: +65 96824204
- Ariel Lai, Singapore Prison Service
Email: Ariel_lai@pris.gov.sg | +65 91455231
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Support Associate
SimplyGo
10.2024 - Current
Call Center Representative
UOB Bank
04.2024 - 09.2024
Senior Customer Service Officer
Lion City Rentals Pte Ltd
03.2023 - 10.2023
Senior Family Care Officer
Gladiolus Place
01.2020 - 10.2022
Special Needs Teacher
Early Intervention Centre
01.2018 - 03.2018
Service Crew
The Rotisserie Ptd
06.2014 - 11.2016
Waitress
Harry's bar
03.2014 - 06.2014
Sales representative
GO sports
03.2012 - 11.2013
Management Development Institute of Singapore
Diploma from Psychology, Applied Business psychology, Applied Marking psychology, Psychology and Social Science Research, Psychology of the Individual, Psychology of Group Dynamics, Employee Assessment and Leadership Development, Clinical Health Psychology, Case Studies in Clinical Health and Organizational Psychology and Conflict Resolution
Management Development Institute of Singapore
Professional certificate from counselling
ITE WEST(AMK)
NITEC from Precision Engineering(Machining)
St Theresa's Convent
'N' Levels from Maths, English, Mother Tongue-CHINESE, Combine science-biology/chem, Home Economics, Computer Studies, Design and Technology studies, CCA- Angklang, Guitar
Pearl's Hill Primary School
PSLE
University of Essex
Bachelor of Science (Honours) from Psychology
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