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Customer Service, Sales, Recruitment

Location:
Downtown Core, 079907, Singapore
Posted:
August 16, 2018

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Scott Lyn Klein Lee You Lin

Profile

Just completed WSQ Advanced Certificate in Training and Assessment (ACTA), and currently working as Recruitment and Project Consultant in Prestige Partners. A resourceful individual with more than 13 years of work experience in customer service, technical support, banking, telecommunication and production. Achieving excellence results in all areas, produced and created successful business materials for presentations, reports, SOPs, trainings and proposals. Bilingual in English and Mandarin, worked with the international market especially ANZ and SEA, able to communicate effectively, both written and spoken, with people from all aspects. Experienced in serving the China/Taiwan/Hong Kong/Macau/SEA Chinese market, mainly in spoken and written Mandarin.

Contact Information

Address: Block 730 #06-39, Yishun Street 71, Singapore (760730) Tel [residential]: 67558560 Tel [mobile]: 98009075 Email: ac6owm@r.postjobfree.com / ac6owm@r.postjobfree.com Personal Particulars

Age: 34 years old Date of Birth: 14th November 1982 NRIC No.: S8237183D Gender: Female

Race: Chinese Nationality: Singaporean

Identification Type: Citizen Marital Status: Single Permanent Residence: Singapore Religion: Buddhist

Children: None Driving License: Class 3

Educational Qualifications / Certificates

Level / Course: WSQ Advanced Certificate in Training and Assessment (ACTA) Grade: -

Date: 20th November 2017 – 12th June 2018

Name of School: Institute for Adult Learning Singapore Level / Course: Personal General Insurance

Grade: Pass

Date: 26th January 2012

Name of School: Singapore College of Insurance

Level / Course: Basic Insurance Concepts and Principles Grade: Pass

Date: 18th January 2012

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Scott Lyn Klein Lee You Lin

Name of School: Singapore College of Insurance

Level / Course: Diploma in Chemical Engineering

Grade: Pass

Year: 1999 – 2002

Name of School: Ngee Ann Polytechnic

Level / Course: ‘O’ Levels

Grade: 4 credits

Year: 1995 – 1998

Name of School: Yishun Town Secondary School

Level / Course: PSLE

Grade: Pass

Year: 1989 – 1994

Name of School: JieMin Primary School

Top Skills

Skill: Microsoft Words Skill: Microsoft Excel

Proficiency: Intermediate Proficiency: Intermediate Skill: Microsoft PowerPoint Skill: Auto Cad

Proficiency: Basic Proficiency: Basic

Skill: Adobe Photoshop

Proficiency: Basic

Languages Known

Proficiency (0=Poor - 10=Excellent)

Language: English Language: Chinese

Spoken: 9 Spoken: 9

Written: 9 Written: 9

Language: Hokkien Language: Cantonese

Spoken: 7 Spoken: 5

Written: NA Written: NA

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Scott Lyn Klein Lee You Lin

Achievements / Co-curricular Activities

Company / School: Intercall Singapore

Award / Position: Peer Recognition Award Q4 2009

Date: January 2010

Company / School: HSBC - Call Centre

Award / Position: Service Excellence Award

Date: January – June 2007

Company / School: HSBC - Call Centre

Award / Position: Service Excellence Award

Date: January – March 2007

Company / School: Ngee Ann Polytechnic

Award / Position: Certificate of Participation – Helper @ Open House Date: Year 2001

Company / School: Yishun Town Secondary School

Award / Position: Drum Major – Concert Band

Date: Year 1997 - Year 1998

Company / School: Yishun Town Secondary School

Award / Position: Basketball School Team – Participate in North Zone Competition Date: Year 1997 - Year 1998

Company / School: Yishun Town Secondary School

Award / Position: Certificate of Appreciation – Musical Drama / Band Date: 25th July 1998

Company / School: Yishun Town Secondary School

Award / Position: Certificate of Achievement – Silver Award for SYF Band Competition’97 Date: 25th July 1998

Company / School: Act 3 Drama Academy

Award / Position: Certificate – Assembly Theatre Programme Date: 24th July 1997

Company / School: Microskills Training Centre

Award / Position: Certificate of Achievement – MS Win’95, MS Excel Date: 23rd April 1997

Company / School: Yishun Town Secondary School

Award / Position: Certificate – 1st in English Language (1995) Date: 26th July 1996

Company / School: Trillion Computer Training & Consultancy Award / Position: Certificate of Attendance – Basic Word-processing Course Date: March – April 1995

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Scott Lyn Klein Lee You Lin

Employment History

Company Name: Prestige Partners (Agency of Prudential Assurance Company Singapore) Company Industry: Financial Services

Position Title: Recruitment and Project Consultant Position Level: Executive

Job Specialization: Recruitment and Projects Management Date Joined: 20th November 2017 Date Left: Current Work Description:

- Provide delivering all facets of recruiting success throughout the organization

- Development of local and national recruiting plans, employing traditional sourcing strategies and resources as well as developing new, creative recruiting ideas

- Achieves staffing objectives by recruiting and evaluating job candidates; advising managers; managing relocations and intern program

- Establishes recruiting requirements by studying organization plans and objectives; meeting with managers to discuss needs.

- Builds applicant sources by researching and contacting community services, colleges, employment agencies, recruiters, media, and internet sites; providing organization information, opportunities, and benefits; making presentations; maintaining rapport

- Determines applicant requirements by studying job description and job qualifications

- Attracts applicants by placing job advertisements; contacting recruiters, using newsgroups and job sites

- Implement recruitment strategies via social media

- Determines applicant qualifications by interviewing applicants; analyzing responses; verifying references; comparing qualifications to job requirements; obtain and assess all certificates and testimonials of applicants

- Arranges management interviews by coordinating schedules; arranges travel, lodging, and meals; escorting applicant to interviews; arranging community tours

- Provides recruitment support for the various recruitment channel.

- Provide on-boarding support

- Evaluates applicants by discussing job requirements and applicant qualifications with managers; interviewing applicants on consistent set of qualifications

- Improves organization attractiveness by recommending new policies and practices; monitoring job offers and compensation practices; emphasizing benefits and perks

- Follow ups on post interview arrangement with interviewees

- Manages intern program by conducting orientations; scheduling rotations and assignments; monitoring intern job contributions; coaching interns; advising managers on training and coaching 5

Scott Lyn Klein Lee You Lin

- Avoids legal challenges by understanding current legislation; enforcing regulations with managers; recommending new procedures; conducting training

- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

- Accomplishes human resources and organization mission by completing related results as needed

- Handle, plan and implement adhoc projects from Directors / Managers

- Help define project scope, goals and deliverables.

- Define tasks and required resources

- Collect and manage project team

- Manage budget

- Allocate project resources

- Create schedule and project timeline

- Track deliverables

- Support and direct team

- Lead quality assurance

- Monitor and report on project progress

- Present to stakeholders reports on progress as well as problems and solutions

- Implement and manage change when necessary to meet project outputs

- Evaluate and assess result of project

- Basic IT Support

- Install and configure computer hardware operating systems and applications

- Monitor and maintain computer systems and networks

- Troubleshoot system and network problems, diagnosing and solving hardware or software faults

- Test and evaluate new technology

- Setup and troubleshoot computer / machine for tele-video conferencing

- Perform administrative tasks

- IT Savvy (MS Office, picture video editing tools, etc) Company Name: John Paul Singapore

Company Industry: Concierges Services

Position Title: Concierge / Luxury Lifestyle Consultant Position Level: Executive

Job Specialization: Lifestyle Services

Date Joined: 19th June 2017 Date Left: 20th September 2017 Work Description:

- Provide an intuitive customer centric experience

- To be accurate and timely when handling of all concierge requests originating from our clients and members

- Provide a consistently high level of professionalism and discretion when interacting with members, clients and vendors 6

Scott Lyn Klein Lee You Lin

- Compose well thought-out and accurate communications over different platforms to our clients and members

- Liaise with multiple suppliers for necessary information and coordination

- Updating of customer information for CRM database profiling

- Be in control of multiple tasks at any given moment

- Research and source for solutions independently

- Proactive in meeting goals, targets and deadlines

- Be process-driven and on the look-out for ways to simplify operations

- Understand best practices and drive to integrate them in daily team operations

- Initiate change for increased productivity

- General paperwork

- PC literate (MS Office)

Company Name: Keppel DC Singapore 2 Pte Ltd (Keppel T&T) Company Industry: Technology

Position Title: Technical Officer, Facilities

Position Level: Executive

Job Specialization: Facilities Engineering (Building / Data Centre) Date Joined: 21st November 2016 Date Left: 11th June 2017 Work Description:

- Supporting Facilities Team Lead in the management, operation and maintenance of all building and facilities equipment / services, and building management functions

- Supervising facilities management service vendors and ensure full compliance to the contract scope and expectations

- Liaising with clients on the management and operation of the Data Centre

- Investigating and escalating incidents appropriately to the right level

- Technical aptitude and ability to quickly learn new applications

- Manage escalated issues and route to appropriate resources

- Data analysis on reports and incidents

- Generating and compiling reports for management and clients

- Preparation and presentation of training materials and refreshers for new hires and current staffs

- Ensure delivery of Service Level Agreement (SLA) for the data centre

- General paperwork

- PC literate (MS Office)

Company Name: Apple South Asia Pte Ltd (“Apple”)

Company Industry: Technology

Position Title: Technical Support Advisor

Position Level: Executive

Job Specialization: Software Technical Support

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Scott Lyn Klein Lee You Lin

Date Joined: 3rd December 2014 Date Left: 15th August 2016 Work Description:

- Provide first level technical support to Apple’s customers

- Resolve customers’ technical/application queries

- Providing consultative solutions to customers based on their needs

- Technical aptitude and ability to quickly learn new applications

- Ability to communicate technical aspects of our products in non- technical terms

- Manage escalated issues and route to appropriate resources

- Promote and process sales for Apple hardware, software and service offerings

- Register customer information into Apple databases

- Becoming an expert on Apple product features and related accessories

- Leverage multiple sources of information to stay current on product features and technology changes to appropriately set customer expectations

- Understanding all of Apple processes (from pre-sales to out of warranty) to ensure a favorable end-to-end purchase experience.

- Educating customers on our self help resources

- Providing and promoting Apple Service Excellence

- General paperwork

- PC literate (MS Office)

Company Name: Atelier Team Consultant Pte Ltd

Company Industry: Entertainment

Position Title: Account Executive / Technical Services Position Level: Executive

Job Specialization: Sales & Marketing, Operations

Date Joined: 15th May 2012 Date Left: 31st August 2013 Work Description:

- Sourcing for new accounts and projects

- Brainstorm events and promotion for clients

- Liasie with client for preparation of events and promotion

- Liasie with suppliers for all events

- Preparing logistics for events and promotion

- Admin for all contracts

- Setup for all events

- Handle projects for clients

- Technical troubleshoot for customers (TV and sound system)

- Request RMA and technicians for onsite servicing Company Name: TelePerformance Singapore

Company Industry: Call Centre / General Insurance

Position Title: Supervisor / Team Leader

Position Level: Management Executive

Job Specialization: Sales & Operation

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Scott Lyn Klein Lee You Lin

Date Joined: 4th January 2012 Date Left: 3rd April 2012 Work Description:

- Managing call agents

- Coaching call agents for compliance, service attitude, sales and SOPs

- Execute sales promotion schemes

- Hitting monthly sales targets

- Implementation of new processes

- Monitoring and motivating agents daily sales targets closely

- QA control for the whole team

- Working closely with QA team for all the call quality

- Generating new ideas and incentives program

- Motivation briefings for agents

- Generating and presenting reports for management and clients

- General paperwork

- PC literate

Company Name: Siang Lee Transport Service

Company Industry: Transportation

Position Title: Operation / Sales and Marketing Manager Position Level: Management Executive

Job Specialization: Sales & Operation

Date Joined: August 2011 Date Left: September 2014 Work Description:

- Exploring new sales and serving current clients

- Planning delivery routes

- Handling monthly invoices and workers’ salaries

- Creating and implementation of new processes

- Oversee all deliveries

- General paperwork

- PC literate

Company Name: Apple South Asia Pte Ltd (“Apple”)

Company Industry: Technology

Position Title: AOS After Sales Support

Position Level: Customer Service Support

Job Specialization: Call Centre & Internal Support Date Joined: 9th November 2010 Date Left: 22th August 2011 Work Description:

- Answering incoming calls

- Handle customer services and enquires

- Customer service focus and passion for support

- Provide creative solutions to address complex customer problems.

- Identify and escalate emerging product or customer dissatisfaction issues

- Troubleshooting basic technical issues for customers

- share opportunities for operational improvements and suggests improvement strategies

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Scott Lyn Klein Lee You Lin

- Compiling WOW weekly for presentation

- Setting up shared network drive for the team

- Basic technical support for the team

- Assisting to manage team when manager is not around

- General paperwork

- PC literate

Company Name: Intercall Singapore

Company Industry: Web, Video, Teleconferencing

Position Title: Conference Lead Administrator – Call Execution Position Level: Executive

Job Specialization: Event call lead / Assist team leader for quality control and coaching Date Joined: 15th March 2008 Date Left: 31st July 2010 Work Description:

- Answering incoming calls

- Customer services and enquires

- Leading of event calls for company conferences.

- Investigations & ownership of new booked calls

- Troubleshooting technical issues

- Scheduling of call assignment to individual

- Scheduling of lunch break and shift duties

- Handover to other call centers

- Generating log reports for investigation

- Assisting with SLA reports

- Implementing Standard Operating Procedures

- Retrieve data to analyze agents’ call quality and performance

- Monitoring calls data to ensure performance and call quality

- Retrieve recorded calls of agents to monitor and coach

- Discussion and analyzing data with management and QA team to suggest and implement ways to improve call quality and agent performance based on resources given.

- Submit reports on cases based on agent call data

- Follow up and tracking of new improvement plans

- Collecting feedbacks from agents and management to provide better ways to improve call quality and performances.

- PC literate

Company Name: The Hong Kong & Shanghai Banking Corporation Ltd Company Industry: Banking and Finances

Position Title: Customer Service Representative

Position Level: Executive

Job Specialization: Call Centre - Phone Banking

Date Joined: 7th June 2006 Date Left: 27th January 2008 Work Description:

- Dealing with banking accounts, promotions, personal & mortgage loans.

- Answering incoming calls

- Customer services and enquires

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Scott Lyn Klein Lee You Lin

- Investigations & ownership of calls

- Banking transactions

- Cross - selling of banking products

- Email corresponses to clients

- Mentoring and guiding of newcomers

- Doing mailers to customers

- 24 / 7 shift work

- General paperwork

- PC literate

Company Name: Agape

Company Industry: Training and Development

Position Title: Trainer / Facilitator

Position Level: Non-Executive

Job Specialization: Camp and Programs facilitator

Date Joined: January 2006 Date Left: May 2006

Work Description:

- Facilitating enrichment programs

- Organize camps

- Assist in developing programs

- Preparations for all camps / programs

- Assessing the development of the trainees

- Analyst trainees’ profile and character

Company Name: StarHub Pte Ltd

Company Industry: Mobile Services, Cable TV and Internet Sales Position Title: Mobile Sales Support & Sales Executive Position Level: Executive

Job Specialization: Corporate & Consumer Sales / Customer Service Date Joined: March 2004 Date Left: December 2005

Work Description:

- Answering incoming calls

- Calling customers up regarding their applications

- Closing of sales

- Arranging delivery for installation and products

- Customer services and enquires

- Keying entries of customer data and requests

- Updating data of arrangements

- General paperwork

- PC literate

Company Name: Diners Club (S) Pte Ltd

Company Industry: Banking

Position Title: Credit Controller

Position Level: Fresh / Entry Level

Job Specialization: Collection Department – Credit Cards Date Joined: June 2003 Date Left: November 2003

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Scott Lyn Klein Lee You Lin

Work Description:

- Calling customers up to chase for payment

- Liaising with customers for payment

- Arranging date of payment

- Reminder to customers for payment

- General paperwork

- Cancellation of accounts

- Arranging lawyer letters

Company Name: Roxland Production House

Company Industry: Media Entertainment

Position Title: Assistant Producer

Position Level: Non-Executive

Job Specialization: Media Field

Date Joined: 10th June 2002 Date Left: 9th May 2003 Work Description:

- Assisting Producer with everything

- Handling all paperwork and outdoor filming

- Handling projects with various clients, eg. MediaCorp, Cenosis

- Meeting up and public relations with clients

- Calling up for casting audition

- Arranging filming schedule

- Calling and arranging all casts

- Designing and editing film production

- Handling accounts

Company Name: University of Queensland (Australia) Company Industry: Education

Position Title: Research Student – Overseas Attachment Position Level: Non-Executive

Job Specialization: Researching & Development

Date Joined: December 2001 Date Left: May 2002

Work Description:

- Learning of usage of new machinery

- Investigation of polymers

- Project of study in Biodegradable Plastics

- Usage of nanocomposites

- Analysis of data and results

- Handling large machinery such as film blowing tower, extruder, injection molder, etc.



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