Valen Ong
Summary
Dynamic Service Manager at Telimax Technology with a proven track record in enhancing customer satisfaction and streamlining operations. Skilled in problem-solving and team leadership, I developed training programs that improved service quality and increased repeat business by 30%. Committed to fostering strong client relationships and ensuring compliance with industry standards.
Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Track record of problem-solving and effective communication in high-pressure environments.
Seasoned Service Manager bringing 16 years of communication and security experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
16
16
years of professional experience
Work History
Service Manager
Telimax Technology (s) Pte Ltd
08.2009 - Current
- Led service team to enhance customer satisfaction through effective communication and issue resolution strategies.
- Streamlined service operations by implementing process improvements that increased efficiency and reduced response times.
- Developed training programs for staff to improve technical knowledge and customer service skills, fostering a collaborative environment.
- Analyzed customer feedback to identify trends, driving strategic initiatives that improved overall service quality.
- Managed vendor relationships to ensure seamless integration of technology solutions into service delivery processes.
- Oversaw resource allocation, optimizing workforce management to meet changing business needs and service demands.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
Education
High School Diploma -
Temasek Polytechnic
05-2007
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
Timeline
Service Manager
Telimax Technology (s) Pte Ltd
08.2009 - Current
High School Diploma -
Temasek Polytechnic