Wen Xin (Niko) Wong
Summary
Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 9 years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Executive
YUZHI BUSINESS PTE LTD
04.2023 - Current
- Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
- Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Streamlined the service process for increased efficiency by implementing new strategies and tools aimed at reducing response times.
- Handling and reviewing of orders and logistics
- Served as a liaison between the Customer Service team and other departments, fostering collaboration and open communication to best serve our customers.
- Implemented quality assurance initiatives that resulted in decreased error rates across all channels of communication.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
Senior Customer Service Executive
BPLUS (SG) PTE LTD
02.2019 - 03.2023
- Reduced average call handling time through effective problem-solving techniques and efficient use of resources.
- Collaborated with cross-functional teams to develop and implement policies that improved overall customer experience.
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
- Streamlined service process for increased efficiency by implementing new strategies and tools aimed at reducing response times.
- Assist in hiring and training new team members
- Leading small group of 5 agents with regular meetings to improve processes
- Order processing from calls, live chats, emails and ecommerce online shop
Retail Outlet Incharge
Choco Teddy
12.2014 - 11.2018
- Maintained clean, safe, and welcoming store environment by enforcing hygiene standards and adhering to health regulations.
- Increased average transaction value through strategic upselling and cross-selling techniques.
- Enhanced customer satisfaction by providing exceptional service, addressing inquiries, and resolving issues promptly.
- Optimized staffing schedules based on projected business needs to ensure adequate coverage without exceeding labor costs.
- Managed budgets effectively by monitoring expenses, identifying cost-saving opportunities, and making informed decisions about resource allocation.
- Built a strong team culture of collaboration and mutual support through regular communication meetings and team-building activities.
- Hiring and training of new hires
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Education
Diploma in Business Administration (HRM)
PSB Academy
2023
O Levels
Junyuan Secondary School
2012
Skills
- Customer Service
- Team Training
- Sales Support
- Process Improvement
- Inbound Call Management
- Transaction Processing
- Order Processing
- SAP
- Shopline
- Microsoft Office
- Computer Skills
- LiveChat Messaging
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Senior Customer Service Executive
YUZHI BUSINESS PTE LTD
04.2023 - Current
Senior Customer Service Executive
BPLUS (SG) PTE LTD
02.2019 - 03.2023
Retail Outlet Incharge
Choco Teddy
12.2014 - 11.2018
Diploma in Business Administration (HRM)
PSB Academy
O Levels
Junyuan Secondary School
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