Joanne Chan
Summary
Knowledgeable and dedicated customer service professional with 10 years of experience in pharmaceutical industry. Solid team player with outgoing, positive demeanor, maintaining the utmost confidentiality and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization.
Overview
13
13
years of professional experience
Work History
Customer Service Team Lead
Zuellig Pharma
11.2022 - Current
- Spearheading the Tender & Hospital Order Processing Team.
- Escalated issues to proper supervisors when standard processes were not effective.
- Educated customers about billing, payment processing and support policies and procedures.
- Developing strategies to initiate process improvement for operations and drive solutions to the management.
- Providing statistical analysis, performance appraisals, and coaching to team members daily.
- Providing assistance to customers, ensuring customer satisfaction.
Senior Institutional Service Administrator
Zuellig Pharma
07.2017 - 10.2022
- Source & publish tender or quotation opportunities. (Ariba, geBiz, SESAMi)
- Manage the submission of tender or quotations
- Ensure compliance to ISO and ISMS procedure and processes.
- Review tender documents prior to submission.
- Review letter of awards (LOAs) and contracts.
- Maintain tender, quotation and contract extension in tender tracking system.
- Handle post tender queries and correspondence in a timely manner.
- Ensure accurate documentation of tender & quotation documents.
- Respond to enquiries from customer and clients in a customer service orientated manner.
- Process customer's purchase order & e-invoicing.
Senior Customer Service Agent
Zuellig Pharma
07.2017 - 10.2022
- Delivering prompt and efficient service to customers.
- Communicating with customers via calls, emails, sales orders.
- Ensure timely and accurate processing of orders received through emails and order hotline.
- Ensure that critical information with regards to urgent delivery, special timing request are communicated and followed up with internal parties.
- Liaising with internal stakeholders, i.e warehouse and delivery team.
- Respond to all enquiries from customer and clients in a customer service orientated manner.
- Performing accurate maintenance of client product pricing in system.
Customer Service Administrative Assistant
Guan Teck & Lim
04.2014 - 06.2017
- Managed phone and email correspondence and handled incoming and outgoing mail.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
Sales Consultant
Sookee Jewellery
06.2013 - 03.2014
- Recommended complementary purchases to customers, increasing revenue.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
Customer Sales Assistant
The Editor's Market
01.2011 - 03.2012
- Managed inventory and maintained an organized store environment, reducing stock discrepancies and enhancing visual appeal.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
Education
Diploma in Business Administration -
Kaplan Singapore
Singapore01.2022
GCE 'N' Level -
Bedok Town Secondary School
01.2019
Skills
- Proficient in SAP System, Freshdesk, Microsoft Suite
- Medical terminology knowledge
- Team Training
- Customer Service
- Business Writing
- Product Knowledge
- Escalation Handling
- Sales closing
- Order Fulfillment
- Teamwork and Collaboration
- Customer Relationship Management (CRM)
Availability
1 months' notice period
Languages
English
Upper intermediate (B2)
Chinese (Mandarin)
Upper intermediate (B2)
Timeline
Customer Service Team Lead
Zuellig Pharma
11.2022 - Current
Senior Institutional Service Administrator
Zuellig Pharma
07.2017 - 10.2022
Senior Customer Service Agent
Zuellig Pharma
07.2017 - 10.2022
Customer Service Administrative Assistant
Guan Teck & Lim
04.2014 - 06.2017
Sales Consultant
Sookee Jewellery
06.2013 - 03.2014
Customer Sales Assistant
The Editor's Market
01.2011 - 03.2012
Diploma in Business Administration -
Kaplan Singapore
GCE 'N' Level -
Bedok Town Secondary School
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