TOH YEN SONG
Summary
Proven track record in enhancing customer satisfaction and service quality at ST Engineer E-services Pte Ltd, leveraging skills in Customer Relationship Management and problem-solving. Excelled in roles requiring exceptional customer service and technical support, achieving significant improvements in customer feedback scores. Demonstrates strong relationship-building abilities and proficiency in Microsoft Excel.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Executive
ST Engineer E-services Pte Ltd
Central Manpower Base
05.2024 - 09.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Senior Retail Associate
New Balance Pte Ltd
Vivocity, West Coast Plaza, Northpoint City
02.2020 - 04.2023
- Collaborated with team members to achieve store goals, resulting in higher overall performance metrics.
- Contributed to a positive store environment by maintaining a clean, organized, and visually appealing sales floor.
- Increased customer satisfaction by providing exceptional service and personalized shopping experiences.
- Participated in promotional events and initiatives, increasing brand awareness and boosting sales performance.
- Operated cash register efficiently during peak hours while maintaining accuracy in transactions processed.
- Handled customer issues and complaints with professionalism and diplomacy, leading to successful resolutions.
Store Associate
Nomadx (Capitaland)
Plaza Singapura (Dhoby Ghaut)
07.2019 - 12.2019
- Worked closely with fellow associates to create a positive work environment, fostering teamwork and mutual support.
- Increased customer satisfaction by providing efficient and friendly service while handling transactions.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Resolved customer inquiries and issues promptly, demonstrating excellent communication skills.
- Maintained tidy and organized store to comply with cleanliness standards.
- Answered questions about store policies and addressed customer concerns.
Part-time
Zara
313 Somerset
07.2019 - 07.2019
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
Event Assistant (Part-Time)
SPOC
ION Orchard
11.2016 - 01.2017
- Managed event set-up and tear-down, ensuring timely completion of tasks for seamless transitions.
- Provided exceptional customer service to attendees, responding to inquiries or resolving issues professionally.
- Organized facilities preparation, refreshments and entertainment for gatherings with guests.
- Ensured smooth operations during events by managing schedules and delegating tasks to volunteers or support staff effectively.
Education
Higher Nitec - Information Technology
Institute Of Technical Education
College West04.2017
Higher Nitec - Information Technology
Institute OF Technical Education
Singapore04.2017
GCE 'O' Level -
Teck Whye Secondary School
Singapore12.2014
Skills
- Microsoft Powerpoint
- Microsoft Excel
- Microsoft Word
- Technical Support
- Customer Engagement
- Customer Relationship Management
- Complaint Handling
- Relationship Building
- Customer Needs Assessment
- Customer Service
- Problem-solving abilities
- Understanding Customer Needs
Certification
- Service Excellence
- Service Leadership
- Service Planning and Implementation
Languages
English
Upper intermediate (B2)
Chinese (Mandarin)
Upper intermediate (B2)
Timeline
Customer Service Executive
ST Engineer E-services Pte Ltd
05.2024 - 09.2024
Senior Retail Associate
New Balance Pte Ltd
02.2020 - 04.2023
Store Associate
Nomadx (Capitaland)
07.2019 - 12.2019
Part-time
Zara
07.2019 - 07.2019
Event Assistant (Part-Time)
SPOC
11.2016 - 01.2017
Higher Nitec - Information Technology
Institute Of Technical Education
Higher Nitec - Information Technology
Institute OF Technical Education
GCE 'O' Level -
Teck Whye Secondary School