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Social Media Customer Service

Location:
Alabang, NCR, Philippines
Salary:
90K
Posted:
March 12, 2020

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Resume:

OVERVIEW

Currently a Team Leader in a BPO managing team of Chinese Customer Service agents. ACTA certified with over fifteen years of varied beauty and soft skills training, retail and operational experience. Possesses highly effective organizational skills, with the willingness to work above and beyond the call of duty, even under tight deadlines or pressure.

CURRENT ROLE – TEAM LEADER

QA -Monitoring of random calls to improve quality

QA -Call calibration with client to ensure that standards are on par

Coaching of employee for quality improvement

Reviewing the performance of the staff, identifying training needs and planning training sessions

Carrying out needs assessment, performance reviews

In-Charge of daily operations such as scheduling, staffing, monthly billing to client, reports, pay roll

Also taking calls, handling inbound and outbound providing technical assistance and general enquiries.

KEY SKILLS

Training & Development

Professional Image Training & Development

-Dining Etiquette

-Business Dressing

-Business /Professional Etiquette

-Fashion Sense

-Teens Personal Development

-Personal Make Up Class

-Professional Make Up Artistry

-Make Up Workshops working with various make up brands

-Customized corporate trainings

Conduct various WSQ courses

-WSQ Design & Apply Make Up

-WSQ Provide Advice on Skin Care Products

-WSQ Provide advice on Make Up Products

-WSQ Provide advice on Fashion Apparels

-WSQ Maintain Professional Image & Apply Color Theory

-WSQ Maintain Professional Image

-WSQ Professional Image At Work (Developed & Conducted)

-WSQ Service Excellence related programs

-WSQ Leadership related programs

Develop training manuals

Prepare, source and re-search on product data for training and brand presentation purpose

Conduct Sales & Product Training to retail staff

Conduct Orientation and product training for new employees

Conduct beauty product training for in both Singapore & Malaysian market.

Hair, Make Up & Styling

Hair & Make Up for Print Ads, TV and Fashion Shows

Make-up workshops

Public Make-up demo

Retail Sales

General Store Operations

Cash flow

Stock Inventory / Ordering

Merchandising

In-charge of new employees (Training and Orientation)

General retail sales – customer service experience

Project Management

Liaising with outdoor vendors on venue, costing, booking periods, sponsorships and manpower

Logistics for every respective event

Event Management

Handling of Talents

Set Up and preparation of event venue

Planning of event activity

Manpower sourcing / handling

Advertisements & Social Media

Mystery shopping

Sales & Marketing

Negotiations with Buyers & Key Clients

Planning & Brand Building / Marketing

Purchasing / Forecasting of new and current stocks / products

Planning & execution of marketing activities

Increased business distribution point to 4 times the initial count

Hiring & handling of retail staff – payroll, work schedule & training

Store Merchandising

Managing of Retail Operations

Trading & Distribution

Negotiate & liaise with Principal Clients overseas

Attend Trade Fairs locally and overseas

Product sourcing globally

Plan and forecast for orders, pricing strategy and branding of new products

Arrange and negotiate with target customers / buyers to introduce new products for distribution

Corporate Communications

Prepare Corporate profile for clients

Media Relations – Press Releases

Public Relations

Employee Communications

EDUCATION AND TRAINING

Oklahoma City University – Management Development Institute of Singapore

2001 – 2001 Diploma in Mass Communications

Presbyterian High School - Singapore

1996 – 2000 GCE Cambridge ‘O’ Levels & ‘N’ Levels

Marymount Convent – Singapore

1991 – 1995 Cambridge PSLE

OTHER CERTIFICATES AND ACHIEVEMENTS

Leadership and Team Development (July 2019)

International Business Management Institute (Online)

WSQ Full Advance Certificate in Training & Assessment (ACTA)

STADA / IAL (Singapore)

WSQ Advance Certificate in Provide Advice in Fashion Apparel

Carrie Academy International (Singapore)

Professional Certificate in Advance Make-Up (2004)

School Of Make Up (Singapore)

Certificate in General Thai Massage (September 2009)

Wat Po Traditional Medical School (Thailand)

Certificate in Foot Reflexology (October 2009)

Wat Po Traditional Medical School (Thailand)

Certificate in Oil Massage and Aromatherapy (October 2009)

Chetawan Thai Traditional Massage School (Thailand)

Effective Retail Selling Skills Programme (October 2003)

Singapore Retailers Association

Silver Award for Excellent Service (November 2004)

Singapore Retailers Association

Attended "Building Together: Leadership In The Making"

National Community Leadership Institute (NCLI)

EMPLOYMENT HISTORY

Open Access BPO /Datascan

8 May 2019 - Current

Team Leader

Salary: 89,000 PHP/month

Self Employed

November 2016 - current

Trainer / ESL Trainer.

Nu Models Pte Ltd

Singapore

January 2016 – October 2016

Chief Trainer

RFL:Company downsized

Salary: SGD$5000

Loyal Reliance Pte Ltd

Training & Consultancy - Singapore

July 2015 – November 2015

Corporate Trainer

RFL:Company’s Training license was revoked

Salary: SGD$4000

Carrie Academy International Pte Ltd

Training & Development - Singapore

November 2010 – July 2015

Resident Trainer

RFL: Was offered a better package

Salary:SGD$3500

Dimac Glam & Glitter

Retail - Singapore

2010 – 2011

Business Partner

RFL: I was offered a training job in Singapore hence had to release my name as business partner in ACRA

PlusOne Asia Pte Ltd

Retail & Distribution (Beauty) - Singapore

2007 – 2009

Senior Sales & Marketing Executive / Trainer / Presenter / Business Development / In-Charge of retail Operation / Corporate Communications / Buyer

RFL: Developed Scoliosis due to work nature. Took a break to recover.

Salary: SGD$2200

Modern Montessori Pte Ltd

Singapore

2005 – 2007

Marketing Officer

RFL: Wanted to gain more experience

Salary: SGD$1800

Fashion TV (FTV) Asia

Media Channel - Cebu, Philippines / Singapore

2007

Freelance Marketing & Content Producer

RFL: Liscence in Singapore was given to Starhub hence channel was managed by Starhub directly

Estee Lauder Cosmetics Pte Ltd (CLINIQUE)

Retail & Distribution - Singapore

2003 – 2005

Senior Beauty Consultant

RFL: To gain more experience and wider exposure in business administration and full run of a beauty business

Salary: SGD$1200 + Commission

Body Shop

Retail & Distribution - Singapore

2000-2002

Shop In-Charge

RFL: Had a better salary package and staff benefits offer

Salary: SGD$700

Weitnaur Singapore (Airport)

Retail & Distribution

2000 (3 months)

Airport Generic Staff (Beauty)

RFL: Moved house from woodlands to Upper Bukit Timah. Transport was an issue for morning shift.

Salary: basic + Commission (could not recall)

LANGUAGES SPOKEN

· English – Fluent · Tagalog – Good · Mandarin – Good · Malay – Fair · Japanese - Fair

REFERENCES

1.Ms. Kris Loy Consultant +65-9791 4114 (Singapore)

2. Ms. Jane Liong Director +65-9617 2313 (Singapore)

MADALINE D. TAN

(HP) +63-918*******

(E) adb9ww@r.postjobfree.com



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