Hi, I’m
Tian Ci Joe Low
Customer Service Analyst
Singapore
Summary
Professional with strong background in service management and client relations, prepared for role of Service Delivery Specialist. Skilled in optimizing processes, troubleshooting issues, and ensuring seamless service delivery. Known for collaborative teamwork, adaptability, and driving results. Proven ability to manage complex projects, communicate effectively, and meet evolving business needs.
Overview
23
years of professional experience
Work History
Accenture IT Pte Ltd
Service Delivery Specialist
01.2025 - Current
Job overview
- Enhanced customer satisfaction with timely resolution of issues and proactive communication.
- Trained new team members on company policies and procedures, resulting in improved performance and reduced errors.
- Regularly reviewed internal processes for compliance with regulatory requirements, taking corrective action as needed to maintain adherence to standards.
- Developed detailed project plans, monitoring progress to ensure timely completion of deliverables.
- Successfully resolved escalated customer issues, ensuring their satisfaction while adhering to company guidelines.
Accenture IT Pte Ltd
Customer Service Analyst
11.2022 - 12.2024
Job overview
- Identified trends in customer inquiries, providing insights to improve products or services accordingly.
- Improved overall team morale through open communication channels and fostering a supportive work environment.
- Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
- Proactively anticipated potential customer concerns, developing strategies to address them before they escalated into larger issues.
Zionext Pte Ltd
Assistant Service Delivery Lead
04.2022 - 10.2022
Job overview
- Served as the primary point of contact for clients, addressing concerns promptly and professionally.
- Ensured compliance with industry standards and regulations through rigorous quality control measures.
- Achieved high levels of customer satisfaction by consistently exceeding performance targets across multiple projects.
Accenture IT Pte Ltd
Customer Service Analyst
01.2021 - 03.2022
Job overview
- Identified trends in customer inquiries, providing insights to improve products or services accordingly.
- Improved overall team morale through open communication channels and fostering a supportive work environment.
- Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
- Proactively anticipated potential customer concerns, developing strategies to address them before they escalated into larger issues.
Accenture IT Pte Ltd
Business Support Agent
01.2017 - 06.2021
Job overview
- Increased customer satisfaction by resolving Singpass & Corppass issues.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Actively listened to customers, handled concerns quickly and escalated major issues to Call Center Manager.
Sunglass Hut (Asia) Pte Ltd
Assistant Store Manager
01.2016 - 01.2017
Job overview
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
Sunglass Hut (Asia) Pte Ltd
Retail Associate
01.2012 - 01.2016
Job overview
- Maintained clean sales floor and straightened and faced merchandise.
- Supported loss prevention goals by monitoring shopper behavior.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Helped customers complete purchases, locate items and join reward programs.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
Cortina Watch Pte Ltd
Sales Associate
01.2010 - 01.2012
Job overview
- Engaged with customers to effectively build rapport and lasting relationships.
- Increased sales by offering advice on purchases and promoting additional products.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
Hewlett-Packard (Singapore) Pte Ltd
Operations Supervisor
01.2009 - 01.2010
Job overview
- Motivated and trained employees to maximize team productivity.
- Monitored supply chain and managed logistics functions for company.
- Conducted root cause analysis in deficient areas to identify and resolve central issues.
Hewlett-Packard, Pte Ltd
Customer Relations Manager
01.2008 - 01.2009
Job overview
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Liaised between customers and organization with particular focus on working with service centre.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
Brandt Asia Pte Ltd
Call Centre Agent
01.2008 - 01.2008
Job overview
- Increased customer satisfaction by resolving Kitchen appliances and Washing Machine issues.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Developed team communications and information for deployment customer locations.
Singapore Zoological Garden
Retail Associate
01.2005 - 01.2007
Job overview
- Retailing - Day to day operations
- Maintained clean sales floor and straightened and faced merchandise.
- Supported loss prevention goals by monitoring shopper behavior.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Helped customers complete purchases, locate items and join reward programs.
Singapore Armed Forces
Regimental Police
01.2003 - 01.2005
Job overview
- Carried out day-to-day duties accurately and efficiently.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Served customers and followed outlined steps of service.
Education
Nanyang Polytechnic
Diploma from Customer Relations and Service Management
01.2021
Singapore Institute of Retail Studies
Diploma from Retail Management
01.2016
Juying Secondary School
Secondary School
01.2001
Xingnan Primary School
Primary School
01.1998
Skills
Proficient in complaint resolution
Administration of retail stock management
Reporting and data interpretation
Adherence to service standards
Collaborative stakeholder relations
Curriculum design proficiency
Crisis response coordination
Client-focused strategy
Coordination of service level agreements
Collaborative teamwork
Effective problem resolution
Time management skills
Collaborative team management
Affiliations
Singapore Police Force - Citizen On Patrol Leader
Singapore Red Cross Society - Former Head of 11th Detachment
Timeline
Service Delivery Specialist
Accenture IT Pte Ltd
01.2025 - Current
Customer Service Analyst
Accenture IT Pte Ltd
11.2022 - 12.2024
Assistant Service Delivery Lead
Zionext Pte Ltd
04.2022 - 10.2022
Customer Service Analyst
Accenture IT Pte Ltd
01.2021 - 03.2022
Business Support Agent
Accenture IT Pte Ltd
01.2017 - 06.2021
Assistant Store Manager
Sunglass Hut (Asia) Pte Ltd
01.2016 - 01.2017
Retail Associate
Sunglass Hut (Asia) Pte Ltd
01.2012 - 01.2016
Sales Associate
Cortina Watch Pte Ltd
01.2010 - 01.2012
Operations Supervisor
Hewlett-Packard (Singapore) Pte Ltd
01.2009 - 01.2010
Customer Relations Manager
Hewlett-Packard, Pte Ltd
01.2008 - 01.2009
Call Centre Agent
Brandt Asia Pte Ltd
01.2008 - 01.2008
Retail Associate
Singapore Zoological Garden
01.2005 - 01.2007
Regimental Police
Singapore Armed Forces
01.2003 - 01.2005
Singapore Institute of Retail Studies
Diploma from Retail Management
Juying Secondary School
Secondary School
Xingnan Primary School
Primary School
Nanyang Polytechnic
Diploma from Customer Relations and Service Management