Yvonne Melanie Ling Email & Phone Number

Singapore

1) Sales Performance Under my leadership, I provide strategic vision and direct my team to their potential. Within 3 months, my team has achieved - an improvement of 18% of retention rate - developed 130% more high performing sales agents 2) Data analyticsData provides a factual account of the business and it helps me to make informed decision so as to maximize resources and better customer satisfaction. From our survey response, we have made changes and - AHT reduced by 2 mins - Consistent growth of CSAT (~ 0.5% per month) 3) Strategic InitiativesTo develop a high performing team, I am with tasked with ad-hoc projects and this includes - create and implement a process of training sales agents to leverage on our editorial contents and weave it into our interaction with our customers.- project leader to profile the traits of a good sales agent and create activities surrounding this profile. - refreshing the sales scripts for our sales agents

Singapore

1) Customer Retention Program Strategize on the mechanics for the region Working closely with stakeholders to ensure execution as planned. Monthly C-level reportingAd-hoc presentations/pitch to other stake holders for adoption into main sales planRegular meetings and workshops with region to ensure program is on track Outperform 2022 KPI by 3% (stretched target)2) Contact Centre Process harmonization within the regions so as to be aligned with HQ’s requirements Standardized auditing process so as to ensure 100% compliance Working with other key departments in product launches and other significant projects Facilitating cross learning within the region.

Singapore

1) Service MarketingDevelop content calendar to create awareness for post sales services, brand love, and customer engagement Conceptualize till execution of post sales marketing campaignsForecast of yearly budget and cost allocation, oversea of project expenditure Regular reviewing of NPS and customer feedback to identify areas for marketing campaigns on social platforms Identify potential sales channel to promote post sales service Close collaboration with other departments to execute brand building activities so as to drive sales revenue Implemented and drove the first “live” IG, (viewership was 180+). first ever post sales workshop, emotional marketing content (Click rate was 5% higher than usual) 2) Back office operationsWorking closely with authorised vendors, both operationally and contractuallyIroning out of process gaps within department so as to achieve efficiencyConduct training for department so as to ensure soft skills knowledge is transferred.3) Repair Centre Ensure smooth running of the service shop for both booking in and collection of appliancesAttending to escalated complains when the need arises

Singapore

1) Management level PIC for Voice of Customer (VOC) function within the companyData analysis and prepare reports for both country and regional levelConduct monthly audits within the VOC function and outsourced vendors to ensure complianceConduct monthly meetings with outsourced vendors for KPI managing, customer management, addressing of process and gaps to enhance service recovery/minimize escalations within the business units of Consumer Electronics business and Mobile business2) Operational levelOrganizing and deliver training/ workshops Managing escalated complains via various channels which include CASE, Small Claims Tribunal and walk in to head office for both Consumer Electronics and MobileFrom getting leads to event actualisation, I am actively involved with service marketing activities for Mobile business

Singapore

Singapore

Singapore

Singapore

Singapore