CHAN LI JING, MAGNUS

A ) Memorial Hall Facilitator Management

• Greet and assist every guests & customers
• Handle and manage all Memorial Hall related issues.
• Coordinate with Service Consultant for the deceased check-in, check-out and assist in Funeral Procession.
• Provided exceptional customer service, addressing concerns promptly and professionally.
• Explain the terms and conditions of using the Memorial Hall to the customer and assist the customer in filling the Memorial Hall registration form.
• Attend to customers' requisition at Nirvana Memorial Centre.
• Check and monitor the room keys and facilities of Memorial Hall.
• Liaise with Housekeeping department for the general cleaning of the Memorial Hall, make sure the items provided to the customer are in order such as hand towel, bath towel, shampoo, and others.
• Handle customer enquiries on funeral services and Memorial Hall related issues.
• Lead customer, deceased family's friends, and relatives to the correct Memorial Hall.
• Coordinate with relevant departments to ensure the facilities and environment of Nirvana Memorial Centre are in order.
• Implement and enforce the approved policies and procedures that stated in Duty Officer Handbook.
• Call or inform respective department to confirm suppliers or visitors.
• Assist in coordinating with Service Consultant for special setup and arrangement of VIP cases.
• Monitor and control the usage of electricity and water supply.
• Any other duties as assigned by the superior/ management from time to time.
• Provided support during crisis situations by acting as a liaison between stakeholders.
• Maintained safety standards by conducting regular inspections and implementing corrective actions as needed.
• Maintained accurate records of incidents, facilitating data-driven decision-making for policy updates.
• Collaborated with other departments to ensure smooth operations and effective coordination during critical incidents.
• Facilitated incident debriefs, incorporating lessons learned into future plans and strategies.

B) Human Resource & Administration Executive cum " Trainer"

• Ensured compliance with regulations by maintaining up-to-date knowledge of industry standards.
• Act as department minutes taker as to draft and compile monthly meeting minutes
• Responsible for day- to-day operational issues relating to administrative office support and memorial hall issues.
• Oversee entire service crew's / service personnel's department (60-70pax).
• Act as the first point contact for employee enquiries, providing necessary information assistances, job introductory and wages claimed guidance's.
• Recruit, train and supervised service crew's & part-time duty officer personnel.
• Conduct job hiring interview for potential candidates over time to time.
• Compile, Check, calculate payroll accurately by incorporating all necessary data at month end and Review entirely with drafted report.
• Conduct daily checking and observation toward the overall service qualities by each individual.
• Provide ongoing coaching and performance feedback / review to ensure high levels of professionalism and service excellence.
• Evaluated team performance regularly, providing constructive feedback for continuous improvement.
• Enhanced operational efficiency by streamlining communication processes within the team.
• Trained new duty officers on company policies and procedures, ensuring consistent performance across the team.
• Managed staff schedules to ensure adequate coverage during peak hours and high-risk events.
• Managed monthly works scheduled for all service crew's & part-time duty officer personnel.
• Collaborate with internal Trainers team to conduct quality enhancement and soft skills training to shaped and standardized overall service crew's level professionalism.

• Handle a full spectrum matters of in- bound calls inquiries and performed any out-bound calls when needed.
• Assist customers with all the basic enquiry of product services and technical support.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Attend to customers complaints and guide them undergo a section of basic troubleshooting before proceed to next escalation for technician door steps service.
• Aimed to resolved customers issues and complaints promptly and professionally.
• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Maintain and performance update case records accordingly to company database.
• Conduct follow-up calls and emails to ensure customer satisfaction.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
• Met customer call guidelines for service levels, handle time and productivity.
• Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
• Cross-trained and backed up other customer service representatives.
• Any other duties and responsibilities assigned from time to time.

• Greet and assist customers in the tea house, providing product information and recommendations.
• Provided positive first impressions to welcome existing, new, and potential customers.
• Solved customer challenges by offering relevant products and services.
• Assessed customer needs and utilized suggestive selling techniques to drive sales.
• Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
• Maintain the cleanliness and organization of the retail area. Ensure outlet appearance is clean, presentable and all merchandise display follow Visual Merchandising guidelines.
• Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Perform stock take activity for stores and responsible for stock loss occurred in store.
• Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
• Perform any ad-hoc action assigned by the Management.
• Stay updated on the latest product knowledge and promotions.
• Assist with other duties as assigned by the store manager.
• Educated clients on current promotional offerings and products using persuasive selling tactics.
• Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
• Cashiering duties as and when needed.
• Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
• Managed returns, exchanges and refunds in accordance with store policy.
• Process customer payments, ensuring a smooth checkout process and record daily cash flow, ensuring clear accounting.
• Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.