Louisa Loh
Operation Executive
Singapore
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Retail Operation Executive
Keppel Electric Pte Ltd
11.2018 - Current
- Manage 50 renewal calls and emails from customers, maintaining 100% excellent service standards
- Building and maintaining relationship with existing customers
- Handle complaints, providing appropriate solutions and alternative
- Handling 100 Giro Applications weekly and about 20 Giro Rejects from bank
- Credit Card and Giro failed for deduction
- Assist billing department in changing different meter type and stopping Service Agreement end date to facilitate smooth operation .
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Used coordination and planning skills to achieve results according to schedule.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Increased customer satisfaction by resolving issues.
- Collaborated with team members to achieve target of at least 95% results.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Customer Service & Credit Control Executive
Charis Electric Pte Ltd
07.2017 - 11.2018
- Manage incoming calls and emails from customers, maintaining excellent service standards
- Building and maintaining relationship with existing customers
- Assisting Operations and Sales Team, calling clients for outstanding bills
- Handle complaints, providing appropriate solutions and alternative
- Handling day to day administrative task
- Ordering stationaries and Pantry Supplies monthly
- Assisting Operation Management to understand and retain and develop beyond the staff’s capabilities, organizing interview as and when hiring for new staff is required.
- Maintained 100% customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Recorded account information to open new customer accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer adjustments to maintain financial accounts.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Contacted clients to verify account information and maintain accuracy, resulting in 100% increase in client satisfaction.
- Sought ways to improve processes and services provided.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Student Service Executive
Coleman College Pte Ltd
02.2017 - 06.2017
- Attend to queries over phone conversation and at counter
- Updating the register and attendance
- Handing over Student Pass to students and reminding them the importance of not losing it and what to do if they have lost their card
- Giving test to new students and allocating them to their individual classroom depending on their results
- Assisting Marketing Staff with informations and fee due from their students,
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Worked with customers to understand needs and provide excellent service.
- Used Microsoft Word and other software tools to create documents and other communications.
- Developed and maintained courteous and effective working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Store Manager
Rouge & Blanc Le Pin Pte Ltd
02.2016 - 01.2017
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Supervised guests at front counter, answering questions regarding products.
- Maximized 85% sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Managed 20 store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
- Completed point of sale opening and closing procedures.
- Managed inventory control, cash control and store opening and closing procedures.
Branch Manager
Spayuri (Kenko) Pte Ltd
06.2013 - 01.2016
- Forecasted trends and recommended improvements based on financial risk analyses.
- Implemented service improvements to enhance sales cycle.
- Boosted 80% sales and customer loyalty through incentive programs.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Developed and delivered polished sales presentations in order to highlight product and service quality.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Complied with regulatory guidelines and requirements.
- Launched new training program to boost employee skills and staff retention rate.
- Maintained 100% friendly and professional customer interactions.
- Consulted customers to boost product sales and services by 85%.
- Assessed employee performance and developed improvement plans.
- Gathered and reviewed customer feedback to improve operations.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Enhanced branch production rates of 85% by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
- Engaged employees in business processes with positive motivational techniques.
Education
ACTA - Advanced Certificate In Training & Assessment Module 1-4, IAL -
Institute of Adult Learning
05.2011 - 08.2011
The WSQ Advanced Certificate in Training and Assessment (ACTA) is a competency-based certification programme -
Aesthetics College
01.2011 - 04.2011
CIDESCO International Diploma - Aesthetics And Beauty Therapy
Top To Toe
Singapore 01.2004 - 10.2004
International Diploma - Professional Make Up Artistry
Cosmoprof School of Make Up
Singapore 01.2000 - 06.2000
International Diploma - Diploma in Culinary Skills
Shatec
Singapore 04.1997 - 04.1999
Certificate - Microsoft Words
ICDL Professional
Sinapore 04.2001 -
Certificate - Microsoft Basic Excel
ICDL Professional
NTUC Learning Hub 04.2001 -
Certificate - Microsoft Words Advance
ICDL Professional
Sinagpore 07.2021 - 07.2021
Certificate - Digital Marketing
ICDL Professional
Singapore 10.2021 - 10.2022
Skills
Retail operations expertise
Reading, Listening to music, Singing and Cooking
After a day's work, I usually tend to unwind by doing some light reading and listening to music. Whereas over the weekend I will either meet up with some friends for meals or do some cooking at home.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Certificate - Digital Marketing
ICDL Professional
10.2021 - 10.2022
Certificate - Microsoft Words Advance
ICDL Professional
07.2021 - 07.2021
Retail Operation Executive
Keppel Electric Pte Ltd
11.2018 - Current
Customer Service & Credit Control Executive
Charis Electric Pte Ltd
07.2017 - 11.2018
Student Service Executive
Coleman College Pte Ltd
02.2017 - 06.2017
Store Manager
Rouge & Blanc Le Pin Pte Ltd
02.2016 - 01.2017
Branch Manager
Spayuri (Kenko) Pte Ltd
06.2013 - 01.2016
ACTA - Advanced Certificate In Training & Assessment Module 1-4, IAL -
Institute of Adult Learning
05.2011 - 08.2011
The WSQ Advanced Certificate in Training and Assessment (ACTA) is a competency-based certification programme -
Aesthetics College
01.2011 - 04.2011
CIDESCO International Diploma - Aesthetics And Beauty Therapy
Top To Toe
01.2004 - 10.2004
Certificate - Microsoft Words
ICDL Professional
04.2001 -
Certificate - Microsoft Basic Excel
ICDL Professional
04.2001 -
International Diploma - Professional Make Up Artistry
Cosmoprof School of Make Up
01.2000 - 06.2000
International Diploma - Diploma in Culinary Skills
Shatec
04.1997 - 04.1999
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