Ashley Teo

Experience

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  Polaris Pte Ltd

  Sept 2016 - Mar 2017

  Customer Service Staff

  Facilitated and managed daily operations. Assisted customers via phone and email on their product enquiries and servicing appointments.Maintain scheduling and pairing of drivers and technicians to customer houses for product servicing.Assist to walk in customers.Facilitated and managed daily operations of the shop. Assisted customers and enhanced their retail experience.Promoted the products and services to potential customers.

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  Nippon Express

  Mar 2017 - Jul 2017

  Customer Service Associate

  Liase with international companies for delivery and purchase orders.Arranging of meetings with overseas vendors.Basic freight shipping duties.Logistics arrangements for cargo ships.

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  Ministry of Manpower

  Sept 2017 - Nov 2019

  Call Agent

  Attend to customer enquiries regarding Ministry of Manpower ‘s workpass related mainly foreign domestic and foreign workers' regulations. Log cases accordingly.Escalate case if enquires need MOM officers’ attention.Follow up on cases escalated.

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  Agoda

  Dec 2019 - May 2020

  Customer Service Specialist

  Attend to customer enquiries via voice, email and chat.Follow up on pending or escalated cases. Make decisions on waivers and absorption. Educate customers on webpage and app usage. Provide alternative hotels under special circumstances. Hit KPIs and pass monthly quizzes.

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  RMA Group

  Jun 2020 - Nov 2021

  Market Researcher

  Handle a large volume of outbound calls in a timely manner. Ensure high completion rate of MOM surveys. Identify respondent’s needs, resolve complaints, and provide solutions. Perform data verification for cases completed. Cleaning of data compiled from the surveys submitted. Attend to incoming calls routed from the inbound call team. Provide administrative support and perform ad-hoc duties.

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  Shopify

  Nov 2021 - Jul 2022

  Support Advisor

  Listen, teach, problem solve and explore growth opportunities with Shopify merchants. Showcase new features that are rolled-out on the Shopify platform periodically. Answer online chats, phone calls and emails.Ensure merchant sales growth in every merchant we assist.

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  SHOPLINE

  Aug 2022 - Jan 2024

  Kickstarted SG and AU merchant support. Create and maintain service quality standards, SOPs, KPIs and framework from scratch.Doing bi-weekly audits on tickets from all communication platforms. Analyze customer service metrics and team performance bi-weekIy. Create strategies to achieve required support KPI. Submission of weekly reports on CSAT, SLAs, overall performance and any outstanding issues. Troubleshoot bugs and provide solutions to merchant queries. Provide service recoveries, coaching , 1-1s when required.Answer and resolve tickets to help out with the team queue. Negotiate on merchant’s requests, manage merchant’s expectations and deliver on commitments.Concurrently handling Social Commerce duties as well. Show less Managed a portfolio of key accounts, serving as the primary point of contact for all their needs and requirements.Oversee user support operation and management system to ensure successful launch and smooth streaming.Monitor and optimise the management system, procedures and operational related tools to meet business needs.Drive product adoption and provide business insights to the merchants in my care.Run through seasonal courses to onboard admins to be more proficient in utilising Shopline and implementing best practices.Developed and implemented strategic account plans to maximise client retention and identify upselling opportunities.Conducted regular business reviews with merchants, identifying areas for improvement and proposing solutions to enhance their experience.Collaborated with internal teams to address customer concerns, resolve issues, and ensure timely delivery of products and services. Show less

  • Merchant Success Team Lead

    Feb 2023 - Jan 2024

  • Merchant Success Associate

    Aug 2022 - Feb 2023
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  Chargebacks911

  Feb 2024 - now

  Client Relations Manager

  Foster genuine connections with clients through phone, email, and video conferences. Proactively identify their needs and concerns, providing exceptional service and exceeding expectations.Translate raw data into clear, concise, and impactful reports. Make complex financial and technical information readily understandable for diverse audiences.Guide clients in interpreting and leveraging platform insights to optimize business performance, solve challenges, and achieve their goals. Collaborate with internal teams to address client inquiries and ensure their success. Show less