Lydia Lemana
Group Leader, Customer Service
Summary
Team-oriented customer service group leader with proven leadership and motivational skills successful in helping group members achieve business goals. Respectful and clear communicator focused on enhancing teamwork and collaboratively addressing challenges with logical approaches. Skilled in building relationships and enhancing employee satisfaction to drive work performance.
Overview
16
16
years of professional experience
2
2
Languages
Work History
Group Leader, Customer Service
NSK International (Singapore) Pte. Ltd.
09.2023 - Current
- Oversee daily operations of the customer service group, ensuring efficient handling of customer inquiries.
- Regularly review and refine internal process, service procedures, and workflow to maximize efficiency and service quality.
- Lead operational cost-efficiency initiatives, exploring innovative service models to reduce costs without compromising on customer satisfaction.
- Resolve escalated customer issues promptly, ensuring customer issues are fully addressed.
- Partner with cross-departmental teams to improve service delivery and streamline processes across the customer journey.
- Implement and monitor customer feedback, continuously improving processes based on customer insights and industry best practices.
- Interfaced with sales, operations and functional groups to facilitate the full spectrum of sales order management process.
- In assigned territory act as first contact point for customers, responsible to deliver a customer-centric experience and assist customers across all channels including phone calls,emails and live chat.
- Create full shipping documents to facilitate the local & export delivery (with LC or without LC).
- Lead and inspire the customer service group to provide top-tier support and solutions.
- Mentor, train and develop junior team members to enhance their skill and confidence.
Senior Executive
NSK International (Singapore) Pte. Ltd.
06.2020 - 08.2023
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
- Interfaced with sales, operations and functional groups to facilitate the full spectrum of sales order management process.
- In assigned territory act as first contact point for customers, responsible to deliver a customer-centric experience and assist customers across all channels including phone calls, emails and live chat.
- Created full shipping documents to facilitate the export shipment and local shipment (with LC or without LC).
Sales / Customer Relation Representative
NSK International (Singapore) Pte. Ltd.
06.2014 - 06.2020
- Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
- Reviewed order terms and conditions with customers to comply with company policy.
- Processed and handled customer complaints, answering questions and providing alternative solutions.
- Created shipping and invoicing documents with accurate customer, destination and materials information to meet shipper standards.
- Assisted customers by providing tracking information and resolving shipping or merchandise issues.
- Contacted customers to collect payments and verify or add to existing information, consistently providing timely, accurate and customer-oriented service.
Executive
Panasonic Photo & Lighting Singapore Pte. Ltd
11.2008 - 05.2014
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary and communicating variances to customers.
- Created shipping and invoicing documents with accurate customer, destination and materials information to meet shipper standards and identify any hazardous contents.
- Processed and handled customer complaints, answering questions and providing alternative solutions.
Education
Bachelor of Arts - Accounting
Universitas Tarumanagara
03-2008
Skills
Order Process Management
Operations management
Continuous improvement
Verbal and written communication
Teamwork and communication
Analytical skills
Positive attitude
Adaptability and flexibility
Employee development
Timeline
Group Leader, Customer Service
NSK International (Singapore) Pte. Ltd.
09.2023 - Current
Senior Executive
NSK International (Singapore) Pte. Ltd.
06.2020 - 08.2023
Sales / Customer Relation Representative
NSK International (Singapore) Pte. Ltd.
06.2014 - 06.2020
Executive
Panasonic Photo & Lighting Singapore Pte. Ltd
11.2008 - 05.2014
Bachelor of Arts - Accounting
Universitas Tarumanagara
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