Tung Yun Ling
Summary
Professional with strong background in customer support with over 7 years, ready to excel in delivering exceptional service. Proven track record in resolving issues efficiently while maintaining high level of satisfaction. Recognized for the ability to establish rapport with clients, adeptly resolving issues and thriving as a collaborative team player with an infectious can-do attitude. Exhibits highly developed emotional intelligence skills and a keen awareness of the requirements of management, clients, and vendors.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Office Administration Cum Executive Assistant
Pinpoint Asset Management Singapore
09.2022 - Current
- Assist in the development of company policies and procedures, contributing to a more organized work environment.
- Assist in review of contract notes for 400+ investors to enhance financial accuracy and compliance.
- Provide responsive client communication, review incoming information, address inquiries, and offer administrative support.
- Oversee and manage the running of 4 overseas offices to ensure efficiency and compliance.
- Conduct processes of on-boarding, off-boarding, insurance handling for new joiners and attendance records for overseas staff of 87.
- Develope streamlined communication channels between departments, enhancing efficiency.
- Provide executive assistance to C-level executives, enabling strategic focus.
- Coordinate executive schedules, ensuring efficient time management and prioritization of tasks.
- Maintain confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Collaborate with 18 vendors and building management to enhance operational efficiency.
Client Experience Specialist
Arcc Offices Singapore
05.2017 - 09.2022
- Enhanced client satisfaction through timely resolution of inquiries and support requests.
- Streamlined and oversee contracted services to ensure work quality is met or exceeded expectations.
- Developed and maintained strong relationships with clients, ensuring ongoing communication.
- Utilized CRM software to track interactions and manage client accounts effectively.
- Conducted vendor/contractor communication pertaining to billing, work scheduling and property relations.
- Full budgetary responsibilities and creation of the monthly community business networking plan.
- Translated written and spoken material from English to Chinese for Customer Service Team monthly training session across 5 countries.
Senior Customer Service Representative
Regus Plc (Taiwan)
03.2015 - 05.2017
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Managed front desk duties and attended to general queries as the first point of contact.
- Conducted introductory tours of the facilities for walk-in prospects & initiated sales-related conversations with existing members to ensure their needs were well met.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided secretarial and administrative duties which included billing and IT support to in-house and virtual office clients.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Maintained client retention rate at 45% above average across 5 centers in Taiwan.
- Boosted new customer NPS (Net Promoter Score) by 10%.
- Hosted Regus Clients Networking Event across 5 centers in Taiwan.
Customer Care Agent
Chunghwa Telecom (Taiwan)
01.2015 - 05.2017
- Responsible for dealing with company’s foreign inbound subscribers.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Collaborated with cross-functional teams to identify and address recurring customer concerns.
- Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
- Helped to improve sales figures by promoting new services/ packages to VIP customers.
- Maintained 99% accurate product knowledge in a high-volume call center.
- Closed 5 sales per day on average in outbound telemarketing.
Education
Bachelor of Arts - Youth & Adolescences
Soo Chow University
Taipei, Taiwan06-2012
Skills
- Campaign strategy development
- Task prioritization expertise
- Facility Management
- Client Relationship Management
- Administrative assistance
- Interpersonal Communication
- Proficient in Microsoft Office
LANGUAGES
Mandarin – Native Speaker
English – Working Proficiency
Accomplishments
- Contributed to the transition of the cleaning service provider, leading to an annual cost reduction of SGD 5,000.
- Awarded Silver Excellent Service Award in 2021 by Singapore Retailers Association.
- Nominated as Best Customer Service Executive in Q4 2017 across 5 centers Singapore.
Certification
- Licensed Financial Institution Representative. [No. TY-300837392]
- Excellent Service Award (EXSA) - Silver Award
- Standard First Aid Training( CPR+AED)
Timeline
Office Administration Cum Executive Assistant
Pinpoint Asset Management Singapore
09.2022 - Current
Client Experience Specialist
Arcc Offices Singapore
05.2017 - 09.2022
Senior Customer Service Representative
Regus Plc (Taiwan)
03.2015 - 05.2017
Customer Care Agent
Chunghwa Telecom (Taiwan)
01.2015 - 05.2017
Bachelor of Arts - Youth & Adolescences
Soo Chow University
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