Responsible for overall store operations and managing a team of 8 staff by providing customer experience in the concept store

• Transform department system platform to digitalize platform with mobile enable based to enhance customer experience• Develop optimization and fit-scenarios to support enterprise initiatives• Maintain financial accounts by processing customer adjustments timely and professionally• Increased spare parts sales by 20% during the year 2020 due to new implementation for the quick delivery system. • Monitor and execute adjusted KPIs performance of the engineering team through year on year basis with 5% incremental• Handle and attend Customers Small Claims Tribunals issues and all reporting matters• CASE (Consumer Association of Singapore) correspondent• Customer resolution in regards to products manufacturing defects• Resolve all walk in /call in /email customer despondency• Develop and execute service and operational processes & workflow• Implementation on procedure and spare parts ordering procedure • Sharing of operational procedure and workflow• Price negotiation on repair cost• Interview & orientation of new staff and ensure staff performance and guidelines are follow in accordance with the right regulation• Provide staff with soft skill training which includes communication, presentation, and interpersonal• Create customer experience journey from buying centric to after sales touchpoint across different channel and platform under different customer persona • Provide and organize team to support and handle inbound an

Developed and improved the capabilities of customer service team over the course of four years.• Received 80% satisfaction rating from customers after completed walk in and phone call.• Kept records of customer interactions, processed customer accounts and filed documents.• Collaborated with team to quickly resolve customer complaints with appropriate action.• Effectively managed approximately 100 incoming calls daily.

Used strong communication and operating skills to collaborate with team members to ensure efficient service.• Created and maintained operating procedures to assist with service tasks.• Processed orders, determined charges, and oversaw billing and payments.• Greeted and welcomed clients with a warm, friendly and positive attitude.• Coordinated the repair and maintenance of office supplies and equipment bi-weekly.