Priscilla Lim
Summary
Proven leader in IT support and customer satisfaction, I enhanced service quality and team performance at Diebold Nixdorf Singapore Pte Ltd. Skilled in ticket management and fostering client relationships, I led teams to reduce downtime and improve user experiences, achieving a significant increase in customer satisfaction. Successful at optimizing security standards, improving planning processes and managing systems implementation. Knowledgeable about disaster recovery planning, roadmapping and team development. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
34
34
years of professional experience
Work History
Helpdesk Manager
Diebold Nixdorf Singapore Pte Ltd
03.2012 - Current
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Recruited, trained and supported help desk technicians and representatives.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented support interactions for future reference.
- Managed help desk consisting of 11 employees and conducted performance evaluations.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Maintained and updated [Type] customer service database.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Scheduled staff and delivered training materials and information.
- Collaborated with IT leadership on strategic initiatives aimed at improving overall service quality and user satisfaction levels.
- Developed comprehensive training programs for new hires to quickly acclimate them to company systems and processes.
- Established effective communication channels between the help desk team and other departments for seamless collaboration.
- Reduced downtime by implementing proactive maintenance schedules and system monitoring tools.
- Improved customer satisfaction by efficiently resolving technical issues and providing prompt support.
- Championed continuous improvement efforts within the help desk team, fostering a culture of innovation and collaboration.
- Ensure that service level is met.
Helpdesk Supervisor
NCR Singapore Pte Ltd
08.1999 - 02.2011
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Recruited, trained and supported help desk technicians and representatives.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Managed help desk consisting of 20 employees and conducted performance evaluations.
- Scheduled staff and delivered training materials and information.
- Wrote and presented reports on help desk activities.
Sales Execuetive
Majorette Toys
06.1995 - 02.1997
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
- Established and maintained positive relationships with vendors to determine product availability and quality.
- Monitored and adjusted pricing based on market trends and customer feedback to meet expectations and increase sales.
- Developed strong rapport with customers and created positive impression of business.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Life Insurance Agent
Prudential
05.1992 - 03.1995
- Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Developed comprehensive financial plans for clients, ensuring proper coverage and security for their families.
- Analyzed customers' financial situations to recommend appropriate life insurance policies.
- Increased client satisfaction by providing personalized and knowledgeable life insurance consultations.
Receptionist Administrator
Wong & Ouyang & Associates (S) Pte Ltd
01.1990 - 02.1992
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Oversaw office equipment maintenance to support continuous and uninterrupted operations.
Education
No Degree - Data Analysis Fundamentals Using Microsoft Excel
NTUC Learning Hub Pte Ltd
12.2021
No Degree - Enhanced Digital Marketing
NTUC Learning Hub Pte Ltd
Singapore11.2021
No Degree - Software Appreciation Course- MS DOS, DBASE III+
Informatics Computer School Singapore
Singapore02.1991
No Degree - "O' Level
Telok Kurau Secondary School
Singapore12.1990
Skills
- Detailed documentation
- End-user support
- Ticketing system proficiency
- Remote Support
- Ticket management
- Escalation Handling
- Client Relationship Management
- Incident Management
- End-User Training
- Service Desk Team Management
- Report Analysis
- System implementation
- Staff hiring
- Project Planning
- Budget Control
- Operational Reporting
- Requirements Analysis
Timeline
Helpdesk Manager
Diebold Nixdorf Singapore Pte Ltd
03.2012 - Current
Helpdesk Supervisor
NCR Singapore Pte Ltd
08.1999 - 02.2011
Sales Execuetive
Majorette Toys
06.1995 - 02.1997
Life Insurance Agent
Prudential
05.1992 - 03.1995
Receptionist Administrator
Wong & Ouyang & Associates (S) Pte Ltd
01.1990 - 02.1992
No Degree - Data Analysis Fundamentals Using Microsoft Excel
NTUC Learning Hub Pte Ltd
No Degree - Enhanced Digital Marketing
NTUC Learning Hub Pte Ltd
No Degree - Software Appreciation Course- MS DOS, DBASE III+
Informatics Computer School Singapore
No Degree - "O' Level
Telok Kurau Secondary School
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