Qing Xia, Karhmen Lui
Summary
A professional with handling complex customer inquiries, identifying underlying issues, and conducting thorough investigations to resolve problems. Possesses a keen eye for detail to work. Brings a combination of patience, empathy, and a methodical mindset to a fast-paced and dynamic team environment, ensuring high standards of customer satisfaction and operational excellence. Bilingual individual with skills that turn prospects into customers. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Investigation Specialist
Amazon Asia-Pacific Holdings Pte Ltd
07.2022 - Current
- Offers swift and competent assistance to Amazon Sellers, escalating their concerns as needed within contact center setting.
- Works with other departments to address and solve Seller inquiries and problems.
- Always exhibits a positive and professional attitude, representing the company well and managing sensitive issues adeptly.
- Displays outstanding time management skills and the capacity to operate autonomously, utilizing departmental resources, guidelines, and procedures.
- Enhances the team atmosphere by willingly supporting colleagues with challenging interactions when necessary.
- Achieves satisfactory performance standards such as quality, efficiency, resolution on first contact, and attendance.
- Proactively engages in problem-solving using analytical skills to interpret data and relay trends and suggestions for enhancements to the relevant channels.
- Gets involved in pre-launch projects to educate sellers about impending changes that will impact their accounts.
- Maintained high degree of professional ethics while handling sensitive and confidential information during investigations.
- Managed approximately 20 incoming calls, tasks, and outreach sellers
- Stay continually informed about daily updates to SOP changes.
VIP Casino Dealer
Marina Bay Sands Pte Ltd
06.2017 - 07.2022
- Served as a VIP dealer for more than three years.
- Enhanced customer experience by providing exceptional service and maintaining a professional demeanor during casino games.
- Increased table game efficiency with effective chip handling and accurate card dealing techniques.
- Contributed to a positive workplace atmosphere by collaborating well with colleagues and supporting management decisions.
- Developed strong rapport with guests, resulting in regular patrons and increased tips for excellent service.
- Provided a welcoming atmosphere for players, addressing questions about rules and providing helpful advice on gameplay strategies.
- Managed high-stress situations calmly, resolving disputes between players when necessary while preserving game flow.
- Showcased adaptability by proficiently dealing multiple table games according to casino requirements.
- Ensured game integrity by meticulously following gaming procedures and monitoring player activity.
- Handled large sums of money responsibly, ensuring accurate payouts to customers while minimizing errors in transactions.
- Supported seamless game transitions, swiftly changing decks or replacement cards as needed without disrupting playtime.
- Demonstrated attention to detail through precise recording of player actions during games for regulatory compliance purposes.
- Collaborated closely with floor supervisors regarding rule enforcement or escalating issues beyond normal dealer responsibilities.
- Maintained fast, smooth game pace by efficiently handling dice, chips, money, and cards.
- Conducted games such as Bacarrat, Rouelette and Sicbo by explaining rules, taking bets and delivering payouts.
Part-Timer Packer
Bally Pte Ltd -
12.2016 - 01.2017
- Enhanced packing efficiency by implementing proper techniques and ensuring correct product placement.
- Reduced errors in shipments by carefully inspecting packages for quality and accuracy.
- Maintained a clean and organized work environment, promoting safety and productivity.
- Improved team collaboration through effective communication and coordination with coworkers.
- Assisted in inventory management, conducting regular counts and reporting discrepancies.
- Ensured timely completion of orders through effective time management and multitasking skills.
- Optimized space utilization within packages, minimizing waste and reducing shipping costs.
- Assisted supervisors with special projects as needed, showcasing versatility and commitment to overall team success.
- Trained new employees on proper packing and labeling techniques and to apply best practices.
- Placed items into bags, boxes or other containers.
- Inspected items for defects and damage.
- Sorted and stacked finished items.
- Counted items to verify accuracy of orders.
Sales Promoter
Apito Pte Ltd
02.2015 - 11.2016
- Boosted sales performance through effective communication of promotional offers and persuasive selling techniques.
- Trained new team members in sales techniques and company protocols, fostering an environment of continuous learning and professional development.
- Approach potential customers in outdoor settings to introduce and sell products or services, utilizing persuasive selling techniques to close sales.
- Engage with the public, answering questions, and providing detailed information about products or services to facilitate informed purchasing decisions.
- Gather insights on customer preferences, market trends, and competitor activities in the field to inform sales strategies and product development.
- Participate in outdoor events, fairs, and promotional campaigns to maximize brand exposure and sales opportunities.
- Work towards achieving or exceeding specific sales targets within designated territories or at assigned outdoor events.
Customer Service Officer
Beijing 101 Pte Ltd
10.2014 - 12.2014
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Responded to customer calls and emails to answer questions about products and services.
- Communicated with clients regarding account services, statements, and balances.
- Assisted call-in customers with questions and appointments.
Sales Personnel
Elken Pte Ltd
03.2014 - 09.2014
- Mentored junior team members, providing guidance on best practices and technical expertise to support their professional growth.
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Conducted comprehensive product demonstrations for clients, resulting in increased understanding of features and benefits.
- Enhanced team performance by sharing successful sales strategies and best practices in regular team meetings.
- Strengthened brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
- Streamlined sales processes to improve efficiency, leading to quicker deal closings and increased productivity.
Sales Promoter
Lim&Seah Pte Ltd
01.2014 - 03.2014
- Increased customer interest by conducting engaging product demonstrations and providing detailed information on features and benefits.
- Boosted sales performance through effective communication of promotional offers and persuasive selling techniques.
- Developed rapport with customers, resulting in repeat business and loyalty to the brand.
- Collaborated with store management to create eye-catching displays that attracted customer attention and promoted products effectively.
- Organized special events and in-store promotions to engage customers and drive sales growth.
- Maintained up-to-date knowledge of industry trends, enabling the provision of relevant advice to customers seeking guidance on product selection.
- Provided exceptional customer service, addressing inquiries promptly and ensuring a positive shopping experience for all patrons.
- Supported team members in achieving collective sales goals through collaboration, encouragement, and sharing best practices.
- Implemented innovative sales approaches to overcome objections from potential customers, ultimately securing their commitment to purchase.
- Trained new team members in sales techniques and company protocols, fostering an environment of continuous learning and professional development.
- Managed time efficiently to maximize productivity during peak hours while also dedicating sufficient resources toward administrative tasks when required.
- Evaluated competitor offerings and strategies, using this information to develop targeted approaches for differentiating our brand in the eyes of the consumer.
- Communicated effectively with internal team members, management, and representatives from other departments, ensuring a cohesive collaboration toward shared goals.
Sales Promoter
INVIXO PTE LTD
12.2012 - 12.2013
- Boosted sales performance through effective communication of promotional offers and persuasive selling techniques.
- Trained new team members in sales techniques and company protocols, fostering an environment of continuous learning and professional development.
- Approach potential customers in outdoor settings to introduce and sell products or services, utilizing persuasive selling techniques to close sales.
- Engage with the public, answering questions, and providing detailed information about products or services to facilitate informed purchasing decisions.
- Gather insights on customer preferences, market trends, and competitor activities in the field to inform sales strategies and product development.
- Participate in outdoor events, fairs, and promotional campaigns to maximize brand exposure and sales opportunities.
- Work towards achieving or exceeding specific sales targets within designated territories or at assigned outdoor events.
Education
Bachelor of Business Studies in Management - Business Management
University College Dublin
Singapore04.2024
Some College (No Degree) - Diploma In Commerce : Business Administration
Kaplan Higher Education Institute
Singapore 08.2022
No Degree - FOUNDATION DIPLOMA
Kaplan Higher Education Institute
Singapore11.2021
No Degree - O Level & N Level
West Spring Secondary School
Singapore12.2012
Skills
- Legal Compliance
- Detailed report writing
- Legal knowledge
- Records Management
- Documentation skill
- Report Writing
- Issue investigations
- Risk Management
- Investigative research
- Teamwork and Collaboration
- Attention to Detail
- Problem-solving abilities
- Problem Identification
- Analytical Thinking
- Clear Communication
- Active Listening
- Written Communication
- Documentation and Recordkeeping
- Interpersonal Skills
- Analytical Skills
- Time management abilities
- Excellent Communication
- Persuasive Negotiation
- Multitasking Abilities
- Excellent customer service
- Stress Tolerance
- Decision-Making
- Persuasive Selling
- Sales closing
- Adaptability and Flexibility
- Relationship Management
- Microsoft Office
- Product and service knowledge
Languages
Chinese (Cantonese)
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Malay
Beginner (A1)
Timeline
Investigation Specialist
Amazon Asia-Pacific Holdings Pte Ltd
07.2022 - Current
VIP Casino Dealer
Marina Bay Sands Pte Ltd
06.2017 - 07.2022
Part-Timer Packer
Bally Pte Ltd -
12.2016 - 01.2017
Sales Promoter
Apito Pte Ltd
02.2015 - 11.2016
Customer Service Officer
Beijing 101 Pte Ltd
10.2014 - 12.2014
Sales Personnel
Elken Pte Ltd
03.2014 - 09.2014
Sales Promoter
Lim&Seah Pte Ltd
01.2014 - 03.2014
Sales Promoter
INVIXO PTE LTD
12.2012 - 12.2013
Bachelor of Business Studies in Management - Business Management
University College Dublin
Some College (No Degree) - Diploma In Commerce : Business Administration
Kaplan Higher Education Institute
No Degree - FOUNDATION DIPLOMA
Kaplan Higher Education Institute
No Degree - O Level & N Level
West Spring Secondary School
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