Benedicta Maurilla Email & Phone Number

Singapore

•Developed interactive training modules focused on product knowledge and customer service skills, leading to an increase in sales conversion rates.• Construct and execute training programs for store openings.Conducted monthly store visits and implemented in-store customer service training for all retail associates through customer service audits and coaching sessions.•Mentored and trained over 150 retail associates on brand standards, products, and customer service.•Developed and analysed post-training reports to Retail Area Manager and Global Retail Trainer. •Assisted in the global rollout of the new training module, supporting over 500 retail locations worldwide, leading to a 15% improvement in customer satisfaction scores.

Singapore

• Setup and created customer flow across all service touchpoints to optimize the customer journey experience.• Produced quarterly reports on customer service strategies and performance, providing insights for improvement.• Controlled and maintained the Customer Relationship Management system (Gorgias Helpdesk), ensuring its efficiency and accuracy.• Enhanced the after-sales service system and processes, resulting in more efficient and effective frontline servicing.• Went the extra mile to ensure By Invite Only customer service standards were consistently upheld.

Singapore

• Oversees By Invite Only customer service team.• Control and maintains Customer Relationship Management system (Gorgias Helpdesk)• Manages and updates After Sales Services (Returns, Replacement, Repair and Exchange) of By Invite Only terms and conditions. • Train and onboard full-time customer service and retail staff on By Invite Only service standards.• Resolves and manages challenging customer cases. Ensuring all stakeholders' wants and needs are met accordingly. • Maintains and goes the extra mile to engage & ensure By Invite Only customer service standards are upheld.

Singapore

• Resolves and answers general enquiries about products and services offered by By Invite Only and The Mindful Company. • Handles and manages After Sales Services (Returns, Replacement, Repair and Exchange) of By Invite Only and The Mindful Company• Spearhead Customer Service training for the company and trained full-time retail staff on By Invite Only service standards.• Go the extra mile to engage & ensure By Invite Only customer service standards are upheld.

Singapore

• Assist in executing various performance schedules.• Supervise and coordinate all facets of wedding vendor setups.

Singapore

• Act as an Asia Pacific executive content contributor and coordinator for various social media platforms of the organization• Act as a project leader in creating internal corporate collaterals• Assist in contributing content for internal communications in the organization• Assist in initiating global brands programs and standards for Asia Pacific region

Singapore

• Assist and arrange guest transportation.• Manages limousine reservation as well as packages for in-house guest• To be one of the primary contact points for guest in inquiring about any restaurants and leisure activities in Singapore.

Singapore

Ensures smooth check-in for VIPs and Ritz Carlton Club Guest and be their main contact point throughout their stay with the hotel by providing personalized service to each guest and living up to the brand standards.

Singapore

Ensures efficient and effective operation in the call centre. Manages call queues in the call centre and produce daily reports of call flow.

Singapore

Analyse and conduct independent call evaluations on various customer touch points and communicate analysis to various stakeholders.

Professional Certificate In Customer Experience With Distinction, Customer Service Management, Distinction

Learning the fundamentals of customer experience and its impact towards Customer Excellence. Implementing fundamentals of customer.

Hospitality Business With Honours, Hospitality

Activities and Societies: Project Cambodia Volunteer Outreach ProgramProject Cambodia is an overseas volunteer program that aims.

Diploma In Hospitality And Tourism Management, Hospitality

Activities and Societies: PacesettersPACEsetters are the official student ambassador of Temasek Polytechnic. The club equipped me.