Kathy Ly

Experience

• 

  Galaxy Granite

  Mar 2009 - Jun 2010

  Full-Time Store Management trainee

  • Responsible for all online activities.• Stocking and keeping records of availability stocks in the storage room.• Search Engine Optimization (SEO), PPC,CMS, Social Media, Email marketing.• Create and maintain an online business plan• Staying up to date on software or data trends

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  GUMBALLS Food and Drink Sensation

  Feb 2011 - Jan 2013

  Store Manager

  • Managing Online order• Training new employees that had just recently joined our team.• Rostering and managing a team of 4 for every shift.• Moderate computer literacy.• Cash handling and balancing cashflow

• 

  Mobile Citi

  Nov 2014 - Apr 2016

  Part Time Store Product Specialist

  • Organise and dispatch daily customer orders. Manage refunds and returned items• Manage stock levels and adjust pricing using in-house electronic stock-control systems• Respond to routine customer enquiries via e-mail and telephone• Unpack, check and upload new stock to electronic stock-control system• Uses market research information to enhance sales success with potential clients

• 

  C&K Accountant Suite

  Apr 2016 - Dec 2017

  Part time operations and support analysy

  • Design and document test plans, scenarios, scripts and procedures.• Assist IT and developers with data entry and validation relating to Analytics• Ensures operation by training internal customers and providing support for any technical problems with the application• Participates in cross-functional projects as needed• Perform and sporadically create data validation

• 

  Dell Technologies

  Jul 2018 - now

  • Respond to customer technical problems/issues related to hardware, software and networking via call and ticketing system• Assist junior/new staff in the team with technical enquires related to hardware and networking issue • Uses troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts • Actively collaborate with SME / developer regard to new bugs or service disruption • Participate in auditing the internal dispatching service request • Reviews and distributes pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors) Show less • Assists customers by diagnosing problems and providing resolutions for technical and service issues • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions• Recreates, identifies and provides input on unique or recurring customer problems • Monitors and tracks issues to ensure accurate resolution • Highly involved in revenue generation activities with current Dell customers • Escalate more complex customer technical issues to senior level support Show less

  • Enterprise Technical Services Analyst (Level 2)

    Jul 2020 - now

  • Enterprise Technical Services Analyst

    Jul 2018 - Jul 2020