PENELOPE LAU LOK YEE
Summary
Accomplished Customer Service Manager with a proven track record at Vendetta Singapore Pte Ltd, enhancing customer satisfaction and loyalty through expert complaint resolution and effective team management. Skilled in CRM and fostering positive work environments, I excel in problem-solving and training, significantly improving service standards and operational efficiency. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
Vendetta Singapore Pte Ltd
07.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Increased customer satisfaction through prompt resolution of issues and implementation of effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Managed a team of employees while conducting performance evaluations to identify areas for improvement and create effective plans for minimizing workflow bottlenecks.
- Followed through with client requests to resolve problems.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Assistant Food and Beverage Manager
Tsukada Nojo Sha Tin
02.2018 - 01.2019
- Optimized restaurant layout by monitoring traffic flow patterns during high-volume periods, making adjustments as needed.
- Partnered with marketing teams to create promotional materials that highlighted new menu items or limited-time offers designed to attract guests'' attention.
- Developed strong relationships with vendors to negotiate favorable pricing and delivery schedules for products.
- Managed employee scheduling, ensuring adequate coverage during peak hours while minimizing labor costs where possible.
- Enhanced customer satisfaction by efficiently managing food and beverage operations and providing exceptional service.
- Assisted in the recruitment, selection, and onboarding of new team members, ensuring a seamless integration into the existing workforce.
- Mentored junior team members, fostering professional growth opportunities through guidance and constructive feedback.
- Oversaw daily financial transactions, including cash handling procedures, revenue tracking, and budget analysis for continuous improvement efforts.
Education
Master of Science - International Hospitality & Tourism Management
Cardiff Metropolitan University
Cardiff, United Kingdom07.2022
Bachelor of Arts - International Hospitality Management With Honours
Cardiff Metropolitan University
Cardiff, United Kingdom03.2021
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Customer Relations
- Training and mentoring
- Adherence to high customer service standards
- Complaint resolution
- Customer Relationship Management (CRM)
- Training and coaching
Languages
Chinese (Mandarin)
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Chinese (Cantonese)
Bilingual or Proficient (C2)
Timeline
Customer Service Manager
Vendetta Singapore Pte Ltd
07.2022 - Current
Assistant Food and Beverage Manager
Tsukada Nojo Sha Tin
02.2018 - 01.2019
Master of Science - International Hospitality & Tourism Management
Cardiff Metropolitan University
Bachelor of Arts - International Hospitality Management With Honours
Cardiff Metropolitan University
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