• Managed end-to-end customer experience by addressing donors and participants inquiries and developed user requirements, backend data validation criteria to improve touchpoints and enhanced overall user satisfaction by 80-90%• Streamlined large excel databases and presented YOY performance charts, monthly data analytics dashboards for management• Provided actionable solutions to Finance and IT departments by identifying root causes of reconciliation errors and system issues which… Show more • Managed end-to-end customer experience by addressing donors and participants inquiries and developed user requirements, backend data validation criteria to improve touchpoints and enhanced overall user satisfaction by 80-90%• Streamlined large excel databases and presented YOY performance charts, monthly data analytics dashboards for management• Provided actionable solutions to Finance and IT departments by identifying root causes of reconciliation errors and system issues which resulted in accurate and timely data reconciliation for 7 online donation portals to CRM system• Optimised execution of digital marketing campaigns (EDM blasts, Ads, SMSes) by providing Google analytics reports with key insights on user behaviour to marketing team and increased user engagement rates• Collaborated with website revamp project team to conduct 10-15 user interviews and surveys by applying design thinking process and developed User Personas and User Journey Mappings for internal stakeholders• Processed and managed invoices by liaising closely with 10-20 vendors and promptly updated TenderBoard eProcurement system Achievements• Received positive appraisal comments for contributing to the record-breaking $1.5 million raised for flagship fundraising events (Race Against Cancer and Relay For Life) by overseeing backend system, data analytics, and UI/UX of the websites• Achieved ‘Excellent’ Net Promoter Score (NPS) of above 50 and average rating 4.5 out of 5 for website UX surveys Show less

• Organised 2 internal community events with a team of 10 members in Jul 2019 and Nov 2019 and engaged existing volunteers• Positively engaged with 50+ audience as an emcee for a meet and greet event in Jan 2020 end encouraged volunteer signups• Focused on building relationships with fellow volunteers and empathetically guided youth mentees with their challenges

As the first and only Customer Service Champion at WOK HEY, I made a substantial impact by independently managing all digital channels for customer feedback and complaints throughout the COVID-19 period. I amplified customer voices and provided key insights to management through detailed, consistent data analysis. Additionally, I pioneered the development of service standards, created SOPs, and designed official customer service training materials, which I used to train managers, cashiers, and… Show more As the first and only Customer Service Champion at WOK HEY, I made a substantial impact by independently managing all digital channels for customer feedback and complaints throughout the COVID-19 period. I amplified customer voices and provided key insights to management through detailed, consistent data analysis. Additionally, I pioneered the development of service standards, created SOPs, and designed official customer service training materials, which I used to train managers, cashiers, and crews across more than 30 outlets.• Managed end-to-end customer experience by identifying customers feedback, pain points and developed 5 customer journey touchpoints and service standard for operations and customer service department• Delivered consistent and exceptional customer service across social platforms, emails, Google reviews, chatbots, phone calls, and maintained brand image and positive impression of the company• Defined optimal solutions to resolve customer complaints and feedback from over 30 outlets by conducting internal investigations to determine root causes and promptly reported findings to management• Presented monthly data analytics dashboards of 70-100 customer cases and delivered actionable key insights to management• Coordinated with operations team to learn internal process and proactively conducted 5-10 outlet mystery shopping Achievements• Pioneered the implementation of 10 Customer Service SOPs and managed all digital customer touchpoints professionally• Developed official Customer Service training contents and executed over 5 bilingual in-house training sessions for managers, cashiers and crew members Show less

• Conceptualised new ideas by contributing creative design concepts in alignment with brand playbook and ensured consistency• Designed various forms of marketing collaterals (EDMs, posters, social media graphics) by using Adobe Illustrator, Photoshop and Canva for Marcomm and Fundraising team• Positively guided new and existing volunteers involved in Montfort Care outreach events and provided accurate information to the public about programmes and activities

• Delivered customer satisfaction by managing customer needs with strong product knowledge of textiles and fashion trends• Ensured all latest styles were represented in the store layout by processing weekly stock shipments and adhering to planogram • Reconciled balances and transactions by performing accurate cash counting and timely bank deposits for store supervisor• Selected as a visual merchandiser in setting up store layouts and new season displays, resulting in a 105%-110%… Show more • Delivered customer satisfaction by managing customer needs with strong product knowledge of textiles and fashion trends• Ensured all latest styles were represented in the store layout by processing weekly stock shipments and adhering to planogram • Reconciled balances and transactions by performing accurate cash counting and timely bank deposits for store supervisor• Selected as a visual merchandiser in setting up store layouts and new season displays, resulting in a 105%-110% increase in sales Show less

• Enhanced workplace efficiency in a fast-paced retail environment by proactively standardising backend stockroom processes• Established strong customer relationships by delivering top-notch service standards, which resulted in customer satisfaction• Received 15 customer compliment feedback cards and 1 compliment email sent directly to Spanish Headquarters• Received positive appraisal comments from HR team for contributing to sales growth, increasing sales by 105%-115%

• Implemented enhanced workflows by identifying gaps in service processes, resulting in increased workplace efficiency • Enhanced customer satisfaction and hospitality by consistently demonstrating service standards across all 4 company outlets• Promoted and selected to help set up a new restaurant in January 2014, ensuring adherence to SOP standards in the new role