Sultan Bee Yusnisha
Summary
About Myself: I am a flexible and driven person that enjoys a challenge and works hard to advance both personally and professionally. I approach projects and problems from unusual angles because I have a creative mindset, and I frequently come up with innovative concepts that others might miss. My work ethic is cantered on diligence since I regularly make the necessary sacrifices to produce what is needed. Value empathy highly because I sincerely want to understand and connect with other people and show compassion in my relationships. Can accept change and easily acclimate to new conditions since I'm flexible. One of assets is independence, as I am self-driven with the initiative to accomplish my objectives. I am extremely well-organized and manage my time and responsibilities well, ensuring effectiveness. My Goals is to continue to study and be best version in every 5 years' time. Diligent with experience managing phone, online and consultative communications with customers. Proactively identified opportunities and built strong relationships with current and prospective customers. Consistently exceeded customer support and service expectations by resolving issues quickly.
Overview
4
4
years of professional experience
Work History
Customer Service and Product Executive
GMG Pte Ltd
06.2022 - Current
- Data reports for Sales -KPI in Weekly and MTD basis
- Calling to end customer to confirm what is their needs
- Creating and maintain good image of company by being prompted to replying to their enquiry via Zendesk, Email, Facebook and other social media
- Creating AWB and liaise with courier for smooth transaction to Company E-Comm.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Informed customers of upcoming promotions and deals to boost sales.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided primary customer support to internal and external customers.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Organized and coordinated conferences and monthly meetings.
- Used advanced software to prepare documents, reports, and presentations.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Liaised between clients and vendors and maintained effective lines of communication.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Collected, validated, and distributed information to employees
- Computerized office activities, maintained customer communications, and tracked records through delivery
- Generated reports to suggest corrective actions and process improvements
- Gathered, organized and input information into digital database
Customer Service Associate
Norbreeze Pte Ltd, ION Orchard
01.2020 - 12.2021
- Greet and assist customers in their search for the perfect watch
- Providing product information, answering questions, and offering recommendations based on their preferences and needs
- Handle customer inquiries, resolve issues, and process sales transactions accurately and efficiently
- Assist with inventory management, including receiving and organizing merchandise
- Updating product displays
- Ensuring store's visual appeal
- Goal as a Customer Service Associate is to build rapport with customers, establish trust, and ultimately contribute to achieving sales targets while delivering outstanding service that exceeds customer expectations
- Strong knowledge of watches and their features, excellent communication skills, and a passion for providing personalized assistance will be essential for success in this role.
- Responded to customer calls and emails to answer questions about products and services
- Solved problems with products and services by providing customers with technical support
- Increased revenue by cross-selling and upselling products and services
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Responded proactively and positively to rapid change
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Managed timely and effective replacement of damaged or missing products
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
Customer Service Executive
Al- Futtaim Singapore Pte Ltd, Robinson City Hall
06.2019 - 12.2019
- Greeted customers warmly and attentively
- Creating welcoming and friendly atmosphere
- Actively listened to their inquiries, concerns, and feedback, demonstrating empathy and understanding
- Provided accurate and detailed information about products, services, promotions, and policies, ensuring that customers had all necessary information to make informed decisions
- Tax and Refund everyday for almost 50 Tourist
- As Customer Service Executive in department store, Provided exceptional service, addressed customer inquiries and concerns, resolved issues, processed returns and exchanges, and maintained records
- Achieved high customer satisfaction ratings and received recognition for strong communication skills and commitment to exceeding customer expectations.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement
- Employed comprehensive benchmarks to establish and monitor customer service standards
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction
- Asked open-ended questions and researched issues in system to resolve various customer billing errors
- Answered constant flow of customer calls with minimal wait times
- Handled customer inquiries and suggestions courteously and professionally
Education
Diploma - Management Future Workplace
Ngee Ann Polytechnic
Singapore09.2024
NITEC - Retail Management
ITE WEST COLLEGE
SINGAPORE12.2021
Skills
- Problem Solving & Customer Care & Customer Queries
- Active Listening & Work Orders
- Microsoft Office (Excel, Word, and PowerPoint) & Report Preparation
- Consumer Behavior & Customer Needs Assessments
- Budgeting and Allocation & Team Goals
- Data Collection Processes
- Product Definition & Product Specifications
- Business Operations & Operational Processes
Cooking, Zumba, Swimming
I love cooking for the most of my free time.
Love to maintain my health with Zumba and Swimming to ensuring I am stay in a good health track.
Additional Information
I am a mom of two lovely kids.
Languages
Indonesian
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Timeline
Customer Service and Product Executive
GMG Pte Ltd
06.2022 - Current
Customer Service Associate
Norbreeze Pte Ltd, ION Orchard
01.2020 - 12.2021
Customer Service Executive
Al- Futtaim Singapore Pte Ltd, Robinson City Hall
06.2019 - 12.2019
Diploma - Management Future Workplace
Ngee Ann Polytechnic
NITEC - Retail Management
ITE WEST COLLEGE
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