Core Responsibilities:

• Collection Operations
• Subscription Operations
• Risk and Payment Operations
• Scoping new Operational Processes
• Automating and/or simplifying Operational Processes

Core Responsibilities:

• Customer Experience
• Customer Engagement
• Retention & Renewals
• Repair & Triage
• Logistics & Supply Chain
• Asset Acquisition

Summary of Job Responsibilities
- Handling of day-to-day store operations (eg. healthy & accurate inventory, email correspondence)
- Lead team in absence of managers
- Assist store manager / assistant managers in implementation of monthly business plan & provide timely feedback
- Coach & guide team members in Store Operations (eg. Cashiering, Inventory Management)
- Ensure accuracy in data entry
- Calculation & Evaluation of Retail KPIs
- Identify Customer Demographics & Customer Journey in Sony Stores & Shang Quan
- Manage customer expectations & de-escalate conflicts to ensure customer satisfaction
- Improving store efficiency & productivity
- Monitoring team members KPI & provide timely guidance and feedback to them
- Twice-a-month store stock take. Provided oversight and led investigations to ensure zero discrepancies


Stores & Responsibilities:
1. Sony Store, Bugis
(8 March 2021 - 5 July 2021)
- WhatsApp Business Chat
Pioneer store to trial WAB in Sony Singapore in 2019. Project was subsequently adopted by HQ team to implement across all Stores post Circuit Breaker (May 2020).
Created multiple templates for auto-replies, general enquiries, PS5 wait-list enquiries, Payment Options, etc. Till date most of the templates are still actively used.

2. Sony Store, 313@Somerset
(6 July 2021 - 3 April 2022)
- Sony Store, Lazada
Chat support, Order Fulfillment
Achieved & maintained high KPIs such as 97.33% of ‘Shipped on Time’, 92.86% of ‘Fast Shipping’, 92.59% ‘Chat Response Time’, ‘Positive Seller Ratings’ & 0% ‘Cancellation Rate’
- WhatsApp Business Chat
- Google Reviews & Listings

Summary of Job Responsibilities
- Worked at retail outlets with Walk-in Customers to understand and recommend on appropriate products based on customer's requirements.
- Review and maintain displays of products in store to capture target audience.
- Addressing & resolving customer queries efficiently.
- Performing cashiering duties.
- Post-Sales servicing queries.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve KPI.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Attended training and workshops to learn about new products and then shared this information with customers.

Stores & Responsibilities:
1. Sony Store, Bugis
(4 October 2017 - 5 July 2021)
- Category Master of Digital Imaging & Interchangeable Lens Camera
- Category Master of PlayStation

2. Sony Store, Changi Airport
(September - October 2019)
PlayStation Event

3. Sony Store, 313@Somerset
(6 July 2021 - 3 April 2022)
- Category Master of PlayStation
- Category Master of Digital Imaging & Interchangeable Lens Camera


Courses Attended:-
- Digital Photography for Beginners 1 by LaSalle (September - October 2019)
- WSQ Certified Service Professional by SIRS (February 2020)
- Changi Orientation Programme by SIRS (April 2020)
- WSQ Service Excellence by SIRS (June 2020)