VERNICE OOI KIM TING
Canberra, Yishun
Summary
Dedicated customer service professional with 8 years of retail experience, adept at addressing customer concerns, promoting products, and enhancing customer satisfaction. Proficient in technical support, visual merchandising, and time management. Known for strong communication skills, adaptability, and effective teamwork in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Retail Sales Concierge
TELECOM EQUIPMENT PTE LTD
12.2023 - Current
- 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 enquires / 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
Methodist Boys’ School
2012
SMJK Convent Datuk Kermat (Penang) SPM
2010
Skills
- Communication and Interpersonal Skills: Strong ability to explain complex information clearly and assist customers in navigating the store
- Customer Service Excellence: Proficient in addressing customer concerns, resolving complaints, and ensuring overall satisfaction
- Visual Merchandising: Capable of arranging displays and promotional materials to enhance store aesthetics and drive sales
- Adaptability and Flexibility: Demonstrated ability to perform various tasks and adapt to new roles within a fast-paced environment
- Team Collaboration: Effective team player with a history of working well with colleagues to achieve store goals
- Time Management: Efficient in managing multiple tasks, prioritizing responsibilities, and meeting deadlines in a fast-paced environment
Languages
English
Chinese (Mandarin)
Chinese (Cantonese)
Malay
Timeline
Retail Sales Concierge
TELECOM EQUIPMENT PTE LTD
12.2023 - Current
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
Methodist Boys’ School
SMJK Convent Datuk Kermat (Penang) SPM
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