Wan Pin Lew
Summary
Diligent Customer Support Executive with over ten years of experience delivering solid customer care in the service field such as healthcare and government sectors, while enhancing relations. Dedicated Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Consistently exceeded customer support and service expectations by resolving issues quickly. Tireless team player known for staying poised and calm in fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Support Specialist- Multilingual
Shopify Commerce Singapore Pte Ltd
11.2021 - Current
- Engage in human conversations with merchants to identify and resolve issues in a timely manner.
- Broke down and evaluated merchant problems, using personal expertise and probing questions.
- Ensure privacy and security practices are followed at all times for both merchants and Shopify.
- Advocate for merchants and the Shopify platform by communicating with stakeholders.
- Act as a business coach and think about the merchant’s business holistically when offering solutions.
Medical Concierge Executive
Fullerton Healthcare Group
05.2021 - 11.2021
- Worked closely with Outbound Team to maintain optimum levels of communication to effectively and efficiently complete projects.
- Carried out day-day-day duties accurately and efficiently.
- Improved operations through consistent hard work and dedication.
- Resolved problems, improved operations and provided exceptional service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Provide first call resolution support via phone and email.
- Ensure claims are settled within agreed turnaround time.
- Ensure that complaints are managed effectively and on a timely basis.
Contact Center Executive
DHL Supply Chain Singapore
09.2020 - 05.2021
- Partnered with other stakeholders across organization and executed new policies and procedures in contact center.
- Monitored and directed phone and email activity using various contact center applications and tools.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Enhanced service experience by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service Officer
Singtel Telecommunications Ltd
07.2015 - 08.2019
- Took over MOM (Ministry Of Manpower) project in handling various types of work passes in Singapore.
- Identified issues, analyzed information and provided solutions to problems.
- Conducted research, gathered information from multiple sources and presented results.
- Increased customer satisfaction by resolving work pass related issues.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Resolved problems, improved operations and provided exceptional service.
- Carried out day-day-day duties accurately and efficiently.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
Food Service Attendant
Marina Bay Sands Singapore
01.2011 - 01.2014
- Provided high level of assistance to customers during special events, fundraisers and private parties.
- Explained food preparation methods to patrons with allergies and gluten intolerances.
- Trained and coached newly hired team members
- Supported and assisted team members in handling guest inquiries and requests and in resolving guest complaints.
- Provided attentive service and proactively assessed guest needs.
- Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
Education
National ITE Certificate (NITEC) - Food And Beverage Operations
Institute of Technical Education
Singapore 03.2010
Skills
- Medical emergency support
- Understanding of medical ethics
- Medical appointments
- Interpersonal Skills
- Customer Service Management
- Verbal and Written Communication
- Focus and Follow-Through
- Administrative Management
- Employee Motivation
- Multitasking and Prioritization
- Customer Complaint Resolution
Certification
- Certificate in Digital Workplace - E-Commerce Training - 2021
- Certificate in Life Saving Society 1, 2, 3 Singapore - 2010
- Certificate in Train The Trainer, Marina Bay Sands Pte Ltd - 2011
Timeline
Support Specialist- Multilingual
Shopify Commerce Singapore Pte Ltd
11.2021 - Current
Medical Concierge Executive
Fullerton Healthcare Group
05.2021 - 11.2021
Contact Center Executive
DHL Supply Chain Singapore
09.2020 - 05.2021
Customer Service Officer
Singtel Telecommunications Ltd
07.2015 - 08.2019
Food Service Attendant
Marina Bay Sands Singapore
01.2011 - 01.2014
National ITE Certificate (NITEC) - Food And Beverage Operations
Institute of Technical Education