Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

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
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
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)
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
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
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 West
04.2017

Higher Nitec - Information Technology

Institute OF Technical Education
Singapore
04.2017

GCE 'O' Level -

Teck Whye Secondary School
Singapore
12.2014

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

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TOH YEN SONG