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Work Background
Femme Elegante Pte LTdSelf Employed
Mar. 2023新加坡1. Building and Maintaining Client Relationships
- Develop and maintain strong relationships with new and existing clients, including high-net-worth individuals and VIPs.
- Act as a brand ambassador, providing personalized services to enhance customer loyalty and satisfaction.
- Conduct regular follow-ups with clients to encourage repeat business and promote long-term engagement. 2. Sales and Business Development
- Drove a 36.73% increase in the company's annual revenue from 2023 to 2024.
- Drive sales by understanding client preferences and offering tailored jewelry solutions, including bespoke pieces.
- Achieve or exceed sales targets, often involving high-value transactions such as million-dollar jewelry sales.
- Identify opportunities for client acquisition through networking, referrals, and marketing initiatives. 3. Product Knowledge and Expertise
- Demonstrate in-depth knowledge of jadeite, and high-end jewelry craftsmanship to educate clients and enhance their purchasing experience.
- Provide insights into the latest trends in luxury jewelry to assist clients in making informed decisions. 4. Event Coordination
- Organize private client appointments, exclusive events, exhibitions, and High Jewelry showcases to strengthen client relationships. 5. Customer Service Excellence
- Ensure exceptional service quality by addressing inquiries, complaints, or feedback promptly and effectively.
- Offer personalized after-sales services to maintain customer satisfaction and loyalty. 6. Data Analysis and Strategy Development
- Analyze customer data to identify spending patterns, preferences, and opportunities for increasing wallet share.
- Develop strategic plans for clientele (personalized outreach) to optimize customer engagement and retention. 7. Market Intelligence
- Monitor industry trends, competitor activities, and market dynamics to refine strategies for client development.
TDCXCustomer Service Representative-Social Media / Ads Dep.
Jan. 2022 - Mar. 2023Singapore1. Issue Diagnosis & Support - Analyze ad review issues (policy violations/technical errors) and assist resubmission - Resolve account locks/permission issues, guide verification/appeals 2. Policy Compliance Guidance - Interpret ad policies and provide compliance optimization advice - Review sensitive content (political/healthcare ads) for compliance 3. Training & Resource Navigation - Direct users to self-service resources (Help Center/Blueprint) - Provide tutorials for Business Manager setup/permission management 4. Appeal Process Management - Log issues and coordinate technical teams for resolution tracking - Accelerate resolution of technical/policy disputes through cross-department collaboration 5. Data & Feedback Analysis - Categorize common issues (payment failures/audience targeting errors) for knowledge base - Collect advertiser feedback to optimize service interfaces 6. Support Tools & Communication - Provide real-time Messenger support during work hours - Process form inquiries (screenshots/error descriptions) with 24-48hr email responses
Trip.com GroupCustomer Service Vice Supervisor
Mar. 2020 - May. 2021Shanghai, China1. Multilingual Support - Resolve booking issues in English/Mandarin via the software provided chat/phone/email - Adapt communication styles (direct problem-solving for Western clients, polite phrasing for Asian clients) 2. End-to-End Booking Management - Facilitate overseas hotel bookings (price comparisons/cancellation policies/special requests) - Resolve on-site issues via alternative arrangements/refunds/ground support 3. System & Technical Support - Check global hotel inventory in real time using internal systems - Guide clients on in-app self-service features such as date changes, to reduce manual workload 4. Complaint Handling - Prioritize issues (instant replies for general inquiries, escalate complex cases within 24hrs) - Offer compensation (discounts/upgrades) per policy while documenting risk factors 5. Risk Control - Detect suspicious bookings (multiple accounts/short timeframe) and initiate verification - Proactively notify clients of partner policy changes (e.g., pandemic rules)
Zeshan Charity AssociationOperations Manager
May. 2019 - Jan. 2020Shanghai, China-Engage sponsors and education associations that would like to support the anti-poverty plan
-Plan, host and carry out the public activities of the anti-poverty plan
-Deliver the supplies to the families in need who live in the deep mountains
-Communicate project status to stakeholders and key project participants
-Work closely with the photography team and operation team to provide the best quality activity videos and content
J.C HouseStore Owner
Jan. 2017 - Apr. 2019Taipei City, Taiwan-Research and forecast the market of the clothing industry
-Collaborate with the vendors and conduct business cooperation negotiation
-Manage the warehouse, administrative, and sales team
-Selling clothes during live stream on social media
-Adjust product positioning to meet the customer requirements
-Plan a marketing strategy to increase the sales numbers
-Provide comprehensive employee benefits to improve work efficiency
Margarita JewelrySales Excutive
May. 2011 - Jul. 2014Taipei City, Taiwan-Maintain customer relationship
-Execute new-hire training and mentoring
-Achieve the sales target
-Run the seasonal jewelry show in Sheraton Grand Hotel
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