Michelle Wong Pui Ling
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to learn and take on added responsibilities to meet team goals. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
26
26
years of professional experience
Work History
Customer Service, Asst Manager
Toys’R’Us (Singapore) Pte Ltd
12.2014 - Current
- Manage and operate Zendesk customer service system
- Respond to customers’ enquiries or request through phone, email, Facebook Post , website Live Chat platform (Sales Force Commerce Cloud) and Lazada
- Address and resolve any cases of complaints and handling on accident cases in the stores
- Attend up to 40 enquiries day to day on average, and up to 80 during peak period
- Attained satisfaction score above 93% for the company
- Having most tickets resolved within 1hr or within 24hrs
- Attained highest satisfaction score volume in Asia market vs other market Toys”R”Us are in (Malaysia, Thailand, China, Hong Kong, Taiwan)
- Able to solve tickets independently
- Support marketing in events (pop up activities, social media contest) as required
- Handle all membership queries, updating and the status of the account
- Maintain close liaison with all other departments to have a good understanding of the operation flow and issues in the stores
- CRM: Handle new membership sign, updating info
- Update reports on the progress of the sign up
- E-commerce and Operational Support: Proficient in Ecommerce Order Management System (OMS) Comestri and Lazada Chat Platform
- Provide support to the E-commerce team by resolving any enquiries from customers regarding on shipment issues, status, special request from customers (Giftcard message/Gift wrapped/urgent deliveries), and checking of delivery status
- Facilitate refund (WorldPay and PayPal) for online purchases
- Resolve issues for out of stocks orders within 3-4 working days
- Monitor the progress of Click & Collect orders
- Remind customer for the Click & Collect orders that were overdue for pick up
- Communicate and coordinating between stores and vendors in checking of stock availability and shipment date for online orders
- Corporate Sales Account: Manage corporate sales account in preparing the quotation, invoicing ,shipping, and payment
- Actively monitor the order status until final delivery
- Administrative: Review and enhance existing processes for consistent service quality and improvising the services
- Monitor the progress with the monthly report to ensure meeting the KPI in customer excellence.
Senior Sales Associate
Oni Global Pte Ltd (GNC)
04.2012 - 10.2014
- Engaged in upselling, cross and multiple selling for all products
- Monitor individual and store sales and achieve performance target and KPI
- Fulfil orders for in store purchases using POS to process payment
- Communicate with the team about stores issues and ideas to drive store performance
- Provide customer service by sharing product knowledge with customers
- Maintain day to day operation
- Prevent store losses using awareness, attention to detail and integrity
- Generate and compile monthly sales reports for the store to track product success
- Take ownership on monitoring of after sales service of customer database and informed of in store promotion events
- Attend to customers with store and product complaints
- Managed cash and inventory balances accurately.
Product Development Coordinator
Forever Jewels Pte Ltd
11.2007 - 05.2008
- Helps to coordinate with the Sales staffs for any upcoming exhibition
- Shortlist the items from the retail outlets for exhibit
- Data entry for shipping out the products needed in the exhibition
- Interfaced with the vendors concerning pricing, availability, damaged products, and special orders
- Performed market research surveys on customers’ needs and requirements
- Prepared monthly sales report for the sales team and sales management to monitor the progress of the sales and trending.
Sales Associate
Nutri Active Pte Ltd (Current Oni Global)
03.2002 - 10.2004
- Performed store opening duties, including counting cash drawers, and checking all equipment for proper functioning
- Expressed appreciation and invited customers to return to the store
- Recommended, selected, and helped locate product based on customer needs
- Processed and invoicing orders for customers
- Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service
- Managed cash stock and inventory balances accurately
- Assisted customers in finding out-of-stock items
- Regularly sought opportunities to up sell and add on additional merchandise
- Replenished, stocked, and rotated inventory regularly.
Sales Executive
Meyson Jewellery Pte Ltd
02.2000 - 03.2002
- Upselling and making recommendations to customers
- Carrying out-merchandising, display, and price change duties
- Ensuring the stock inventory are accurate and well restocked
- Provide excellent customer services to customer and build customer loyalty
- To provide after sales service with following up sales order, parts replacement, or servicing.
Customer Service Assistant
Performance Motors Pte Ltd
03.1998 - 01.2000
- Responded to customer inquiry calls, quickly assessing the customers’ needs and problems to deliver an ideal solution
- Performed online trouble shooting, identified problems, filed service requests, and followed up on scheduling appointments
- Compiled monthly reports in Excel for managers.
Admin/ Receptionist (Part Time)
Adaptec MFG (S) Pte Ltd
09.1997 - 01.1998
- Provide administration support to the team of Engineers
- Transfer call to the respective personnel/dept
- Ordering of office supplies and replenish pantry supplies
- Reservation booking for company events e.g
- Lunch gathering
- Arrange transportation for the Staffs for travelling to meet clients
- Printing/ photocopy documents.
Education
Diploma in Marketing and Public Relations | Singapore -
Thames Business School
01.1999
Primary/Secondary School/'O' Level | Singapore -
Queensway Secondary School
01.1996
Skills
- MS Excel
- MS words
- Adobe Acrobat
- PowerPoint
- Outlook
- Call Center Experience
- Data Entry
- Account Management
- Payment Processing
- Customer Consultation
- Complaint Handling & Resolution
- Interpersonal Skills
- Positive Attitude
- Attention to Detail
- Customer Focus
- Customer Service
- Work Prioritization
- Order and Refund Processing
- Refund Processing
- Call Center Operations
- Written Communication
- Adaptability
- Salesforce CRM
- Order Fulfillment
- Clerical Support
Availability
1 month notice
Languages Spoken & Written
- English
- Chinese
- Cantonese
Additional Information
- May 2023 – Microsoft Excel (Beginner, Intermediate and Advance),
- May 2021 - Refreshment Certificate in First Aid Course (Red Cross)
- Oct 2019 – Customer Focused Writing (British Council)
- Aug 2019 - Refreshment Certificate in First Aid Course (Red Cross),
- Apr 2017 - Certification in First Aid Course (St John), Oct 2016
- Delivering Service Excellence (British Council), May 2016
- Service Excellence (British Council), Jul 2015 – Impress Like a Pro (Beacon Consultancy)
- Mar 2015 – Engage to Delight (Beacon Consultancy),
- Nutritional Course In house GNC
- Basic Gemmology Course – In house Meyson,
- Receive numerous Good Service awards from the Mystery Shoppers.
- SRA Excellence Service Award (EXSA) – 2021 and 2023
Timeline
Customer Service, Asst Manager
Toys’R’Us (Singapore) Pte Ltd
12.2014 - Current
Senior Sales Associate
Oni Global Pte Ltd (GNC)
04.2012 - 10.2014
Product Development Coordinator
Forever Jewels Pte Ltd
11.2007 - 05.2008
Sales Associate
Nutri Active Pte Ltd (Current Oni Global)
03.2002 - 10.2004
Sales Executive
Meyson Jewellery Pte Ltd
02.2000 - 03.2002
Customer Service Assistant
Performance Motors Pte Ltd
03.1998 - 01.2000
Admin/ Receptionist (Part Time)
Adaptec MFG (S) Pte Ltd
09.1997 - 01.1998
Diploma in Marketing and Public Relations | Singapore -
Thames Business School
Primary/Secondary School/'O' Level | Singapore -
Queensway Secondary School
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