Jonathan Pang
Summary
Accomplished Assistant Manager at Koufu Pte Ltd, adept in staff supervision and customer relations, significantly enhancing customer satisfaction and loyalty. Leveraged marketing knowledge and sales strategies to drive continuous improvement and operational efficiency. Excelled in employee performance evaluations, demonstrating a keen ability to motivate teams and manage schedules effectively.
Overview
3
3
years of professional experience
Work History
Assistant Manager
Koufu Pte Ltd
02.2023 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Call Center Executive
Tele-Centre Service Pte Ltd
09.2022 - 02.2023
- Streamlined internal processes via proactive feedback on operational inefficiencies, driving continuous improvement efforts within the center.
- Demonstrated adaptability when faced with rapidly changing priorities or challenging situations, ensuring seamless operations at all times.
- Exceled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty.
- Recognized as a top performer among peers, consistently achieving high rankings in key performance metrics such as customer satisfaction scores and revenue generation.
Customer Service Executive
Botak Sign Pte Ltd
02.2022 - 08.2022
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Described product and service details to customers to provide information on benefits and advantages.
Front of House Staff Member
Fitness First
08.2021 - 02.2022
- Established welcoming atmosphere by greeting each guest warmly.
- Contributed to positive guest experiences by assisting with menu recommendations and knowledgeably answering questions about food preparation and ingredients.
- Played an integral role in resolving customer complaints quickly while maintaining professionalism under pressure situations.
- Trained new staff in front-of-house procedures, customer relations, and cleaning.
- Enhanced customer satisfaction by delivering exceptional service and maintaining a clean, welcoming environment.
Porter
UEMS
06.2021 - 08.2021
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
Customer Service Lead
Inchcape Automotive
02.2021 - 05.2021
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Responded to customer calls and emails to answer questions about products and services.
Education
No Degree - Retail Management
ITE College Central
02.2017
GCE N Level -
Bowen Secondary School
12.2015
PSLE -
YangZheng Primary School
12.2011
Skills
Money Handling
Customer Relations
Team motivation
Product and service knowledge
Staff Supervision
Staff Management
Employee Scheduling
Marketing knowledge
Sales Strategies
Sales Reporting
Employee Performance Evaluations
Schedule oversight
Languages
Chinese (Mandarin)
Upper intermediate (B2)
English
Intermediate (B1)
Malay
Intermediate (B1)
Chinese (Cantonese)
Elementary (A2)
Teochew
Elementary (A2)
Hokkien
Elementary (A2)
Timeline
Assistant Manager
Koufu Pte Ltd
02.2023 - Current
Call Center Executive
Tele-Centre Service Pte Ltd
09.2022 - 02.2023
Customer Service Executive
Botak Sign Pte Ltd
02.2022 - 08.2022
Front of House Staff Member
Fitness First
08.2021 - 02.2022
Porter
UEMS
06.2021 - 08.2021
Customer Service Lead
Inchcape Automotive
02.2021 - 05.2021
No Degree - Retail Management
ITE College Central
GCE N Level -
Bowen Secondary School
PSLE -
YangZheng Primary School
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