Chloe Lew Lai Heng

Motivated professional seeking to transition into a career aligned with my academic background. I embraced the opportunity at OTC Cosmetic Industries Sdn. Bhd. to build practical experience in customer management, operational coordination, and process improvement within a corporate environment.

Professional Experience:

• Managed 10–15 chat groups, including both external (customer) and internal teams (Warehouse, R&D, Planner, Payment, Purchasing, and Delivery) to ensure smooth coordination of daily operations.
• Served as the primary liaison with customers for delivery arrangements, payment collection, invoice issuance, and order placement.
• Coordinated closely with the production planner to track estimated delivery times (ETD) and ensure timely fulfillment of customer orders.
• Prepared and submitted Cost of Analysis via Dagang.net, ensuring full compliance with customs documentation standards.
• Prepared Commercial Invoice and Packing List (CIPL) for customers to facilitate accurate export and delivery documentation.
• - Reported customer complaints to the QAQC Manager, enabling prompt investigation and resolution.
• Collaborated with R&D and Planning teams to optimize stock utilization and clear packaging materials exceeding six months of shelf life.
• Reported sales performance directly to the Managing Director, supporting data-driven decision-making.
• Strengthened overall customer satisfaction through proactive communication, accurate order management, and timely issue resolution.

Dedicated and results-driven Assistant Customer Service Manager with a proven track record in efficiently managing warranty operations at Katrin BJ Sdn. Bhd. Seeking to leverage my skills and experience to contribute to a customer-focused organization's success.

Professional Experience:

• Managed the Warranty and Technician Teams, overseeing the processing and resolving customer warranty claims.
• Collaborated with cross-functional teams to ensure timely and satisfactory resolution of customer issues.
• Trained and supervised customer service representatives to improve service quality and efficiency.
• Developed and implemented efficient warranty tracking and reporting systems.
• Improved customer satisfaction by addressing and resolving escalated customer complaints promptly.
• Conducted regular performance evaluations and provided feedback to team members.
• Implemented process improvements that resulted in a 20% reduction in the processing time of warranty claims.
• Resolving cases reported to the consumer tribunal efficiently and effectively.

Joined Messrs Suhaili & Song, a legal firm specializing in Conveyancing matters, on a temporary basis.

• Assisted in administrative and accounting functions during a staffing shortage, demonstrating adaptability and a willingness to learn.
• Managed accounts payable and receivable, ensuring timely transactions with clients and suppliers.
• Issued receipts and invoices, both electronically and through traditional methods, maintaining accurate financial records.
• Oversaw cash transactions for conveyancing processes, guaranteeing the secure handling of funds.
• Maintained meticulous records of all financial transactions within the firm’s systems.
• Promptly prepared and submitted SST (Sales and Services Tax) payments, ensuring compliance with tax regulations.
• Played a pivotal role in HR-related tasks, including payroll processing, EPF (Employees Provident Fund), Socso (Social Security Organization), and Income Tax submissions.
• Managed various staff welfare programs, including training, insurance, annual leave, medical leave, and birthday celebrations.
• Assisted in the recruitment process, handling tasks such as job postings and candidate screening.
• Maintained accurate staff attendance records, facilitating HR operations.

• Led customer service and sales support functions for a dynamic organization specializing in advanced customizable power outlets.
• Implemented a customer-centric approach, optimizing operations and enhancing overall sales performance.

Role and Responsibilities:

• Strategically reviewed and revamped Standard Operating Procedures (SOP) to streamline workflows.
• Established Key Performance Indicators (KPIs) and devised plans for task enforcement.
• Updated the proposal template with the latest information and terms & conditions.
• Chaired cross-departmental meetings with Marketing, Warehouse, and Logistics teams to foster improvement and tackle challenges.
• Developed and conducted training programs to enhance the quality of goods and services.
• Ensured prompt assistance for packages from marketing channels such as Exhibitions, Roadshows, E-stores, and Retail outlets.
• Maintained high customer satisfaction by responding to inquiries and complaints efficiently.
• Set clear timeframes for sales support to update customers on goods and services promptly.
• Organized cost-effective routes for site surveys, deliveries, and installation services.
• Reviewed and verified proposal and quotation content prepared by Sales Consultants.
• Ensured meticulous preparation of Delivery Orders and Invoices, confirming the readiness of goods and services for delivery.
• Managed the sales support team’s assistance for walk-in customers at the showroom.
• Evaluated and coached Sales Support on effective approaches for handling walk-in customers and managing challenging cases.
• Implemented a system for daily updates from Sales Support on Sales Consultant on-site performance.

Played a pivotal role in redefining the perception of tile sales by contributing to the transformation of Malaysian Mosaic Sdn Bhd’s operations into an attractive and customer-centric environment.

Key Achievements:

• Led the project to relocate the old showroom to the state-of-the-art MML Hub, witnessing a complete overhaul of the operational structure.
• Role and Responsibilities:
• Managed the day-to-day operations of the showroom, ensuring a seamless and welcoming shopping experience for customers.
• Coached and guided Customer Service Consultants (CSC) to provide exceptional service to walk-in customers, enhancing the overall customer experience.
• Conducted role-play exercises to strengthen CSCs’ abilities in handling customer concerns and objections effectively.
• Enhanced the professionalism and credibility of CSCs by providing training on reading and understanding floor plans and calculating tile requirements based on plans.
• Reviewed and revamped quotation formats, standard email templates, and reporting formats to elevate the image and professionalism of the CSC team.
• Prepared and submitted monthly reports, including sales reports, CSC incentives, and punch card records to facilitate monthly payroll processing and maintain accurate records.
• Conducted staff confirmation reviews and annual performance evaluations, contributing to Group HR’s review processes.

Led the Customer Service department in an industry-leading laminate company known for its commitment to quality and competitive pricing.

Successfully transitioned into a new industry, bringing years of experience from the Cosmetic industry into this role.

Role and Responsibilities:

• Developed and implemented Standard Operating Procedures (SOP) and Key Performance Indicators (KPIs) to ensure the timely completion of tasks within the Customer Service team.
• Adapted to the evolving nature of Customer Service, providing team members with training and support to meet new challenges and industry practices.
• Monitored daily purchase orders from dealers through fax and email, ensuring all orders were processed before the designated cutoff time.
• Effectively managed dealer credit control in accordance with payment terms set by management.
• Optimized workflow to reduce unnecessary overtime by prioritizing tasks according to their importance.
• Collaborated closely with the Sales Team to address customer concerns related to product quality, delivery schedules, and payment status.
• Promptly handled customer inquiries and complaints, maintaining a high level of customer satisfaction.
• Motivated and guided the team to consistently achieve monthly sales targets.
• Managed daily cash sales transactions with walk-in customers, making change as needed to maximize workflow efficiency.
• Project Support (Malaysia)
• Collaborated with the Specification and Project teams to ensure all necessary documents, such as Letter of Award, Customer Purchase Orders, Signed Quotations, Business Partner Application Forms, Costing Sheets, site measurement information, and drawings, were well-prepared.
• Provided relevant documents to the Finance department for account creation and future audit purposes.
• Generated tax invoices and followed up with the Project team regarding payment status.
• Monitored the entire project sales process, from order placement to goods receiving, delivery planning, and installation services.
• Issued site measurement information and drawings to core contractors and liaised with on-site personnel regarding goods receiving and installation.
• Managed progress claims and final payments to close project files.
• Raised purchase orders for core contractors and processed payments upon the completion of installations.

Contributed to the success of Kanebo Cosmetic Malaysia, a renowned brand known for its prestige cosmetics and skincare products.

Managed the dynamic and diverse product portfolio, including prestigious brands like Kanebo and RMK, as well as FMCG brands such as Kate and Freshel.

Key Responsibilities:

• Oversaw the management of beauty consultants across multiple locations, including Kuala Lumpur, Malacca, and Johor Bahru.
• Demonstrated adaptability by traveling independently to Malacca and Johor Bahru on a monthly or quarterly basis for counter events, promotions, workshops, and related activities.
• Collaborated closely with Beauty Consultants (BC), Trainers, and department store representatives to strategically plan workshops and activities aimed at achieving sales targets.
• Innovated by creating challenges and incentives for BCs to drive sales performance and consistently meet monthly targets.
• Mentored BCs in sales planning, follow-up techniques, soft selling skills, and product knowledge.
• Conducted role-play sessions with BCs to hone their skills and build confidence in effectively selling products.
• Maintained a proactive approach in addressing customer complaints and comments, adeptly handling objections and continuously improving customer service standards.
• Nurtured strong relationships with department stores, facilitating healthy stock inventory levels and fostering growth.
• Ensured the accurate collection, verification, and submission of monthly sales, commission, and overtime reports to the HR department.

Estee Lauder Companies are consist of many companies of Beauty & skincare's products and services, include Clinique, La Mer, Bobbi Brown, M.A.C, DKNY, Lab Series, and more.

I work in Clinique cosmetics as a Senior Beauty Consultant, and my biggest gain is certified as a Clinical Consultant.

General role and responsibilities

• To achieve counter monthly sales targets by creating loyal customers.
• Monitor counter inventory at a healthy level.
• Offer mini-workshops with customers to teach makeup tips and skincare lessons to build a strong relationship with the customer.
• Follow up and keep in touch with customers on their skin condition progress.
• Positively handle all objections raised by the customer with the right attitude.
• Plan and host new product launching workshops to retain assisting the customer who supported us.
• On top of the general role and responsibilities, The Clinical consultant role is to act as an assistant outside a dermatologist office, to complement the procedure done or suggested by the local practician Dermatologists. We have a better understanding of different skin diseases, not to diagnose, again we are to complement the assisting procedure done or selective skincare suggested by local Dermatologists.

• Core values of community traded, protect human rights, good self-esteem, and more familiar tact line you can found in The Body Shop business culture, it taught me the importance of social responsibility.
• I begin as a part-time and be a Beauty Advisor (BA) as my first job after graduation, then I earn my position as a Senior BA, and my distinguished fulfillment is promoted to be a Supervisor.
• Description of role and responsibilities as Supervisor
• - To achieve sales targets set by management.
• - Inventory control and maintaining healthy stock levels in store.
• - Monitor cash sales and bank-in daily.
• - Schedule BAs work shift and duty allocation.
• - Maintain the cleanliness of the shop.
• - Update daily sales reports to encourage healthy competition among BA.
• - Conduct role-play with BA to practice selling skills.
• - Commit and support all campaign & program host by the company.