Vernice Ooi
Singapore
Summary
Committed customer service expert with over 8 years of retail experience, skilled in resolving customer issues, promoting products, and elevating customer satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Retail Merchandiser Cum Trainer
Vsmart Technologies
09.2024 - Current
- Maintained organized and appealing product displays to enhance visual merchandising.
- Removed damaged, outdated, and discontinued items from merchandise areas.
- Collaborated with marketing team to coordinate comprehensive marketing plans across sales channels.
- Developed localized visual marketing materials tailored for individual channels.
- Planned deployment of POSM, ensuring timely delivery to all stores.
- Designed and monitored internal training programs for full-time and part-time employees.
- Defined sales targets and evaluation metrics for new product launches.
- Tracked product lifecycle and performance, adjusting strategies based on market analysis.
Retail Sales Concierge
TELECOM EQUIPMENT PTE LTD
12.2023 - 09.2024
- Addressed customer concerns, complaints, and issues, providing appropriate solutions to ensure customer satisfaction.
- Actively sought and collected customer feedback, suggestions, and reviews to enhance store operations and customer experience.
- Identified opportunities to promote additional products or services based on customer preferences and needs.
- Assisted external customers with mobile order fulfillment, application support, product information, and contract issues/administration.
- Coordinated and processed new mobile applications, SIM activation, and line transfers.
- Answered general customer service inquiries, explained billing details, and provided information on multiple mobile product features, transferring requests to other departments as needed.
- Assisted with visual merchandising tasks, such as arranging displays and setting up promotional materials to enhance store aesthetics.
- Guided customers to different areas or departments within the store, helping them find specific products or services.
- Promoted products and conducted live selling, Q&A sessions, and customer support streams on TikTok.
- Performed additional duties as assigned by supervisors
Customer Service Ambassador
TELECOM EQUIPMENT PTE LTD
09.2016 - 12.2023
- Handle pre-sales/post-sales service functions
- Assistance to external customers such as mobile order fulfillment processes, application assistance, product information and contract issues/administration
- Coordinate and process New Mobile Applications / recontract SIM Activation, Line Transfer
- Answer general customer service questions from subscribers, explain billing enquiries / multiple mobile product features, and where appropriate, transfer customer's request to other department to obtain specific information if required
- Ensure Standard Operating Procedure and Work Instruction are properly carried out
- Perform duties as and when assigned by the Superior
- Monitor and ensure daily Service Level Agreement for ticket resolution within 4-hour/7- hour/9-hour is met
- Abide to Singtel Health, Safety & Environmental policies at the workplace
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Customer Service Consultant
NEW YORK SKIN SDN BHD
07.2014 - 07.2016
- Handle enquiries, complaints and request from customers
- Handle documentation and data entry
- Arrange appointments with customers for facial
- Identify and promote the features and benefits of company’s products and services based on a customer’s needs
- Handling complaints in line with company guidelines
- Keep records of customer transactions, correcting records, and adjusting errors
- Admin works such as prepare daily sales reports, mails check, verify customers' identification., processing new client accounts, filling documents and other paperwork with company procedures
- Compile and balance cash receipts at the end of the day or shift and make bank deposit daily as well as ensure that all records are accurate and up-to-date
- Perform inventory stock management and make purchase requisition items monthly
Hair Care Consultant
MIRACLE HAIR EXPERT S/B
07.2013 - 06.2014
- Provide professional hair / scalp analysis and consultant for customers
- Perform hands-on treatments/Regular scalp check for customers
- Recommending suitable treatment service / products to customers
- Customize treatment package according to customers’ scalp condition
- Work closely with the sales team and maintain good relationships with existing clients
- Provide high standards of customer service
- Follow-up calls with existing clients
- Achieve sales targets
- Explain the problem of customer 's hair facing currently and suggests the precautionary and curative treatment should be taken to help them restore confidence and beauty.
Sales Assistant
PARKSON CORPORATION S/B
01.2013 - 06.2013
- Demonstrate or explain products, or methods to persuade customers to purchase products
- Sell products being promoted and keep records of sales
- Set up and arrange displays or demonstration areas to attract the attention of prospective customers
- Handle in store display and cleanliness
- Keep inventory records and requisition new stock
- Provide excellent sales service to meet customers satisfaction
- Keep up to date with product knowledge, describe accurately to customers
- Ensure the products are well display as category
- Ensure all products are well kept and locked before leaving the kiosk
- All stocks must be calculated daily and tally all the while.
Education
(A Level) Malaysian Higher School Certification -
Methodist Boys' School
Malaysia 12.2012
SPM -
SMJK Convent Datuk Kermat
10.2010
Skills
- Communication and Interpersonal Skills
- Customer Service Excellence
- Visual Merchandising
- Adaptability and Flexibility
- Team Collaboration
LANGUAGES
English
Chinese (Mandarin)
Chinese (Cantonese)
Malay
Certification
Level Up Customer Engagement Through Live Streaming
Timeline
Retail Merchandiser Cum Trainer
Vsmart Technologies
09.2024 - Current
Retail Sales Concierge
TELECOM EQUIPMENT PTE LTD
12.2023 - 09.2024
Customer Service Ambassador
TELECOM EQUIPMENT PTE LTD
09.2016 - 12.2023
Customer Service Consultant
NEW YORK SKIN SDN BHD
07.2014 - 07.2016
Hair Care Consultant
MIRACLE HAIR EXPERT S/B
07.2013 - 06.2014
Sales Assistant
PARKSON CORPORATION S/B
01.2013 - 06.2013
(A Level) Malaysian Higher School Certification -
Methodist Boys' School
SPM -
SMJK Convent Datuk Kermat