Edmund Wee

Experience

• 

  Heinemann Asia Pacific Pte Ltd

  Jan 2014 - Jun 2016

  Retail Outlet Manager

  • Managing an approx. 2000 square meter outlet. Consists of 3 departments. Perfume & Cosmetics. Chocolates and Fashion & Local Products• Equip with retail operations experience including managing a team for front liner, maintenance of the outlets, and backend retail support.• Manage the store staffing (work schedules, staff rotations, bank holidays, and country holidays, applying internal/conventional/contractual rules) in order to develop the sales.• Ensure a continuous good level of stock in the store by monitoring their thresholds, control shrinkage, and stock losses.• Ensure good setup of sales events and to monitor progress.• Coordinate the back-office support activities (cashing purchases, fund collection, unknown mark-downs) and logistics (management of stock and store supply, monitoring customs issues).• Responsible for monitoring the budget including sales, average purchase, markdowns, workforce.• Attend and handle customer complaints in accordance with the Company’s standards.• Responsible to lead Team Members in achieving KPIs, set targets, and provide necessary coaching to further optimize performance. Show less

• 

  AEON CO. M BHD.

  Sept 2016 - Mar 2019

  Customer Care Manager

  • Observe, build, and maintains relationships with all management and staff level• Monitoring overall operations of the Cashier Dept, AEON Member Card, and Customer Service Dept which overall of 70 staffs. • To develop Training Modules and conduct Training for all outlet Staff• To communicate management objectives to the team and to ensure that the efforts of the team are focused• To ensure that all correspondence (faxes/e-emails/letters) are handled properly & on a timely basis according to the standard in order to maintain quality customer services• Support all process management in planning, execution, auditing of Cashier or related to Customer Care Projects.• Person fully responsible for AEON Member Day - planning stage & execution• Meet sales budget by learning the system. Reading and understanding merchandising reports. Doing customer report count in order to understand the customer purchasing behavior and also their buying capacity.• Represent management in the handling of customer feedbacks, compliments, and suggestions in a tactful and diplomatic manner.• Meet and greet guests and foster positive relationships between management and regular clientele.• Where possible, develop initiatives and procedures for the various departments to improve service delivery. Show less

• 

  Razer Inc.

  Mar 2019 - now

  Core Responsibilities• Creating/Designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids.• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of the training, providing coaching and developmental feedback, and readiness recommendations.• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment.• Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities.• Accountable for achieving individual training performance metrics• Support and partner with Operations to the transition of agents from training to the production environment, ensuring competency levels meet business needs.• Maintain relevant product knowledge for each account by taking calls, attending client and cross-functional meetings, and side by side observations.• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.• Measure the effectiveness of training programs using various feedback methods e.g.: - focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of the evaluation.• Recommend curriculum modifications to Global Training Manager on the basis of internal customer feedback and/or Training Needs Analysis.• Participate and contribute to a continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures. Show less Operational Competencies• Ensure all CRM cases created by the frontline teams are attended to by the team members in a timely manner (OLA) and responses to customers are kept within the stipulated KPI time frame (SLA). • Customer Analytics/Insights reports e.g.: - Net Promote Score (NPS), Contact Drivers, • Measure, track & report on team members’ productivity to keep within designed KPI targets.• To ensure quality assurance standards and that the cases are managed by the team is of the highest standards; assessed and monitored via QA sampling of cases (Case observation/audit).• To manage/ schedule resource plans by effective leave management to meet operational KPIs.• Review and authorize exceptional handling management on service matters based on a needs basis.People Management:• To provide regular feedback and coaching to team members; ensuring that they are well informed and kept updated to perform their role and able to meet their respective KPIs.• To extend support to team members by way of guiding/ managing customer escalations when required.• Identify and implement opportunities for the cross and multi-skilled team members to widen their subject matter expertise and develop their skills for career growth.• Leading and mentoring the Technical Support Team, performing scheduled staff reviews, communicating, and adhering to new procedures, policies, and goals.Reporting & Analytics:• Report on consolidated service and knowledge gaps observed from case quality from frontline teams for improvement initiatives to boost service enhancement and customer experience.• Auditing customer accounts to ensure accuracy of information. Show less

  • PMO - Training Manager

    Jan 2021 - now

  • Technical Support Team Lead

    Mar 2019 - now