Joanne Gan

Experience

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  Groupon Malaysia

  Apr 2012 - Oct 2012

  Customer Service Manager

  - Answer queries from customers via emails and calls – Groupon vouchers and products- Resolve customer’s issues and problems with regards to their vouchers & accounts- Provide training to new joiners

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  HSBC Data Processing Pvt. Ltd

  Feb 2013 - Mar 2014

  Global Service Executive (High Sales Team)

  - Manage customers’ queries via calls – credit card enquires including activation of credit cards.- Resolves customers’ issues and problems with coordination with branches, collection team and back end processing. - Ensuring the safety of the credit cards by blocking them if there are any reports of lost and stolen cards. - After ensuring customer’s needs are addressed, will then offer them ‘balance transfers’ or ‘cash instalment plans’ as per their requirement and their eligibility.- Meeting a monthly target of submitting 50 sales of balance transfers and cash instalment plan. Show less

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  Shell

  Jun 2014 - Mar 2016

  Customer Service Professional

  - Answer queries from customers via emails and calls – Shell Cards for Singapore. - Resolve customer’s issues and problems with regards to their cards & accounts. - Backup for Shell Singapore Platinum Customers. - Call customers with regards to their transactions. - Work with CAA (Credit team) and DC (Debt Collector) regarding payments. - Work with marketing whenever there is a promotion. - Part of the ‘Customer 1st’ team. - Helped out with the Visual Management (VM) board. - Did buddy system with new joiners. - Responsible for ‘zero errors’ project. - Part of people’s agenda team.- Send out communications - Help with activities - Committee member for organizing away day - Change agent- Organized a Halloween party at work Show less

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  GEMFIVE

  Mar 2016 - May 2017

  Assistant Customer Service Manager

  - Handle inbound calls; greet customers in a timely, professional and engaging manner- Provide written responses to customers' inquiries via Email and chat- Build lasting relationships with customers by delivering first call resolution and taking ownership of all call drivers- Consistently seek new product knowledge to act as an expert for client- Process merchandise orders initiated by phone and / or website; this will involve a great deal of data entry- Display strong selling and negotiating skills; overcome objections and ask probing questions- Answer a wide variety of customer inquiries- Use social media monitoring platform to view relevant conversations about the brands and respond/react to inquiries when necessary.- Coach staff regularly to promote good service qualityAdditional responsibilities - Order verification - Refund Show less

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  Vidi

  Oct 2017 - Dec 2018

  Customer Service Executive

  - Answer customer’s inquiries regarding tours/activities via chat- Upsell tours/activities to customers on chat when needed- Implementing customer service processes- Implementing ratings and review processes- Content writing for tour/activities

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  Kindikids Early Learning Centre

  Feb 2019 - Dec 2019

  Practicum Student

  - Worked with children ages 0 - 6 years in different rooms- Take care of the children’s health and hygiene requirements in nursery and toddler's room- Created curriculum plans for preschool- Created behaviour plan- Read story books, played with and educated the children using various methods and tools- Prepared children for school readiness

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  N/A

  Mar 2019 - Jan 2020

  For Shwan, Age 10, Has mild autism ​- Made sure he didn’t physically hurt himself- Walked him home from tutoring- Made sure he finished his homework when needed- Made sure he made his bed and showered properly- Prepared dinner and/or bought him food For Lachlan, Age 11​ - Walked him back home from bus stop- Helped him with homework when needed- Prepared dinner

  • Childcare Provider

    Mar 2019 - Jan 2020

  • Childcare Provider

    Mar 2019 - Nov 2019
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  Remote Ventures

  Oct 2020 - Sept 2023

  Customer Service Manager

  - Set up customer service processes for multiple small startup companies under one larger, company-wide umbrella- Point of contact for external stakeholders, taking on defacto product owner responsibilities- Developing relationships with clients and conducting onboarding sessions- Synthesizing customer feedback for IT team to plan out feature additions and bug fixes- Social media management, content writing and scheduling- Assisting with project scope, planning & overseeing projects to ensure it's delivered in a timely fashion- Companies under RV : GetHolla (entertainment), AskBee (education), Alive, Fit & Free (fitness) , Cargomove (booking system) Show less

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  Tenby Schools Setia Eco Park

  Sept 2023 - Jan 2025

  Admissions Executive