Ric Ding Email & Phone Number

Federal Territory Of Kuala Lumpur, Malaysia

Responsible for the architecture of the nationwide overall growth for Yale Smart Shops. In this role, I develop and execute a comprehensive sales and operational strategy to expand our reach, overseeing all aspects of customer experience through collaboration with Customer Service, Tech Support, and Installers. I take ownership of driving high-impact sales campaigns, including strategic initiatives for Merdeka Day, Trade-In programs, and 10.10 promotions.. Implemented sales & operations guideline to trained ground crew on operation excellence and onboarding as well . Collaborated with 3rd party vendors to optimize fulfilment, leading to better delivery & stock readiness. Conduct regular onsite visits to address customer inquiries & feedbacks, maintaining a high level of customer satisfactory & loyalty. Analyse warranty & exchange products to increase product quality & decrease transportation damages

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

In this role, I oversaw the strategic operations of multiple Samsung service centres across the nation. I was responsible for ensuring exceptional customer experiences by implementing and maintaining high service standards aligned with Samsung's core values and protocols. Lead and cultivated a team environment that prioritises efficiency, accuracy and achieving company goals. . Project lead for nationwide CI refresh for service centres during lockdown, accomplished before deadline. Increase adoption rate of diagnostic software by 20% to reduce repair error during warranty period. Frequently perform site visit to service centres to ensure SOPs are adhered & maximize customer satisfaction rating. PIC of administrative work for Service Centres tenancy agreements which includes rental rate & rental duration

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Build and motivate a team of Customer Service Assistants and Supervisors to ensure optimal Service Level that are equipped with methods of personalised shopping experience. Enrich and enhance knowledge in different aspects with includes marketing, customer management and security due diligence.. Elected as Duty Manager to be accountable from security to customer service

Petaling Jaya, Malaysia

I was custodian of Apple's brand promise leading a dynamic team of 7-20 employees. As a leader, I was responsible for exceeding Apple's high standards of service and technical expertise. Under strategic guidance, my team spearheaded successful product launches, innovative programs, and impactful initiatives that propelled the outlet's success.. First manager that was able to groom and promote 4 direct reports to become Store Managers and In-house Trainer within 3 years, 2015 - 2017 . Top Retail Excellence Award, 2016 for consistently achieving 100% for both Apple Mystery Shopper & Apple Merchandising Audit . Apple Certified Professional, 2014 - 2016 . Certification in Apple Product Professional, 2014 - 2016 . Apple SEA Retail Excellence Award, 2015 winner of the Retail Excellence program . Reduced customer complaints by 65%, 2015 through prompt, efficient and genuine customer service . Assigned to manage top store Sunway Pyramid, 2014 in just 5 months of employment for demonstrating operational and customer service excellence at Empire Subang outlet

Petaling Jaya, Malaysia

Kuala Lumpur, Malaysia

Spearheaded the optimisation of daily workflows across the organisation, ensuring seamless alignment with business goals and mission. Leveraging in-depth consumer behaviour analysis, proactive strategies were implemented to capitalise on market fluctuations and peak shopping seasons. Resulting in a significantly enhanced online shopping experience, fostering customer loyalty and driving sustained company growth.. Designed and implemented process workflow, 2013 resulting in improved delivery time from 1 week to 3 days and customer service response time from 24 hours to 3 hours

Petaling Jaya, Malaysia

Responsible for managing customer’s inquiries and resolving disputes in a respectable timeframe. Complete reviews and resolve claims with the utmost accuracy through knowledge in buyer and seller protection policies.. Firecracker Award, 2012 for achieving 100% closing accuracy by consistently resolving cases without further recurring disputes or escalations

Provide first level IT related support via inbound and outbound, email and in-house communication mediums. Record, track and document all incidents solving processes, which includes successful and unsuccessful decisions made and action taken, through to final resolution.

Petaling Jaya, Malaysia

Day-to-day provision of co-ordination point for all areas of Jetstar operations with respect to systems and infrastructure issues, airport enquiries, airline policies and procedures. Provide first level support on Jetstar in-house systems. Assists ground crews through various channels with regards to any sort of service disruptions.

Petaling Jaya, Malaysia

Lead a team of 3 employees in the delivery of various projects in Jetstar’s booking systems. Planning, managing and reporting on quality assurance and testing activities across all supported applications. Oversee the creation of all testing related artefacts including test strategies, test plans and test cases while working closely with the PMO, Development and other project teams including Australian counterparts to provide subject matter expertise

Petaling Jaya, Malaysia

Identifying the challenges faced by customers through investigations and evaluating possible solutions to determine the best course of actions in recovery. Responsible for the recommendation in methods of compensation guided by the corporate compensation guidelines. Resolve customer’s feedback to reinforce Jetstar brand values, strengthen relationship and maintain customer loyalty. Created an easy knowledge database to promptly find answers to specific questions by customers leading to an increase in daily productivity

Petaling Jaya, Malaysia

Respond to customer’s booking enquiries through calls, emails and other forms of communication in the matter of booking refunds and payment discrepancies. Scrutinize and rectify Jetstar Airways’ website for any grammatical, links and images errors and provide necessary feedback for improvements.. Manage and resolve booking refunds and payment discrepancies

Petaling Jaya, Malaysia

Apply a positive customer-focused attitude in assistance with general enquiries and booking of flights tickets via inbound calls. Positively maintain a strong focus on sales conversions from calls to quotes or booking by increasing knowledge on available offers, pricing and ongoing promotions by building relationships with clients.