Li Ling Song
Marketing
Klang
Summary
I am an encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to advocate training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Innovative and goal-oriented Management professional committed to the ever achieving . I am also a dedicated team player skilled at mediation and conflict resolution. While also driving company growth through passion and persistence.
Overview
9
9
years of professional experience
Work History
Service Marketing - Senior Manager
- Hap Seng Star Sdn Bhd
Kuala Lumpur
02.2017 - Current
- Industry :- Automobile / Automotive Ancillary / Vehicle
- Specialization :- Marketing for service parts, products and service packages/ Data analysis/ Customer Retention (In terms of handling retention and loyalty program while also analysing customer.) / Reporting sales and target achievement parts bonuses etc/ Event organizing for Customer Loyalty & CSI programs/ Accessories Warranty issues
- Monthly Salary :- MYR 7, 750 , Additional Incentive : RM2,000.00
- Jobscope : 1) Aftersales Marketing Budget Control
- Plan, coordinate & organize Principle and HSS initiated service marketing/ CRM related promotions/ events/ campaigns to meet group financial targets
- Reporting on a monthly Operations meeting to CEO and Directors for Up-selling, customer retention data analysis, productivity & efficiency report, service marketing events and social media initiatives, Festive Seasons/ Special Occasion for coming promotional packages & result reporting
- 2) CRM Related Programs/ Customer Loyalty Events -CSI & CRM related events/promotion/ awareness
- Including customer Loyalty program we called as “Mercedes-Benz Discovery Learning Program”, “Mercedes-Benz Customer Appreciation Program”, and “Grand Lucky Draw”
- 3) Customer Data Analysis -Training of AI Robot set-up to clean and check data
- Implement new SOP and processes for Data cleaning, checking and reporting
- 4) Email Marketing and Whatsapp Platform -Lead team to ensure accuracy of data before sending reminder or any information to customer
- Ensure all service reminder are sent to customer via Whatsapp and Email
- Head of Whatsapp Platform set-up to cater to our requirement and usage
- 5) Accessories -Head of certain parts and accessories including Dashcam and coating
- Warranty claims handling for these 2 items- which also including complaint handling
- 6) Service Promotional Packages -Create or initiate service packages for seasonal items for merchandise and service packages including Wear & Tear items
- Reporting result for GM and Director on a weekly basis
- (Reporting to CEO on a monthly Operations meeting) 7) Customer Retention -Analyse customer data and retention rate on a daily basis
- Market analysis on our customer to find out the pattern change in customer’s satisfaction level and even customer requirements to help not only to retain our customer to HSS but also maintain all branches quality of service
- Based on market research, we will come out with service packages, promotions and even Loyalty programs
- 8) To Achieve KPI Target by our Principal -We will be given a KPI set by our Principal which includes parts bonus target, CSI Target and more
- Our role is to ensure all branches achieve this target set to all branches
- Results have shown HSS have won the Service Excellence Award for 4 years straight
- 9) Social media posting & managing -Social media content creation and posting for service
- Video and artwork by team efforts
- 10) Other minor projects or roles -HSS Mobile Application Head of the HSS Mobile Application project including setting up from scratch
- Accessories training and content alignment with supplier
- Head of Grand Lucky Draw project in 2019
- Media engagement and posting for aftersales related events
- New role to head 3 new systems implemented by Principal
- (including Salesforce)
- Recommended and implemented successful strategies to maximize revenue.
- Implemented and developed operational standards, policies and procedures.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Developed proposals and presentations for internal and external audiences.
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Provided strong leadership to enhance team productivity and morale.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Carried out and developed social media, e-blast and public relations campaigns.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
Customer Service Executive
Bermaz Motor Trading Sdn Bhd
Shah Alam
06.2015 - 02.2017
- Automobile / Automotive Ancillary / Vehicle
- Specialization :- Customer Service operation including workshop and frontline team lead
- Dealing with complaint customer and letter writing to feedback to complaint cases
- Monitor the productivity and efficiency of the frontline and back-end of the workshop in Glenmarie HQ
- Monthly PNL reporting of the workshop
- Monthly Salary :- MYR 4,300
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Described product and service details to customers to provide information on benefits and advantages.
- Evaluated interactions between associates and customers to assess personnel performance.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Processed customer adjustments to maintain financial accounts.
- Responded to customer requests for products, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collected and analyzed customer information to prepare product or service reports.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Executive
UMW Toyota Motor Sdn Bhd (Lexus)
Petaling Jaya
12.2012 - 05.2015
- Automobile / Automotive Ancillary / Vehicle
- Specialization :- Customer Conveying technical knowledge to customers and assist customers into solving their problems
- Multitasking in report writing while ensuring customer satisfaction is a great challenge especially in this field
- Monthly Salary :- MYR 3,000
- Award Winning :- Star Award 2013
- One of the best Service Advisor in 2013 for Parts and package target Achievement and CSI no.1.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
- Informed customers of upcoming promotions and deals to boost sales.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recorded account information to open new customer accounts.
- Recommended products to customers, thoroughly explaining details.
Education
Bachelor's Degree - Business Studies/Administration, Marketing
University Industri Selangor
Science
Universiti Industri Selangor (UNISEL)
Skills
Microsoft Excel
Microsoft Word
Power Point
Canva (Design& Artwork)
Video Editing (Movavi)
Power BI
Salesforce
Social Media Content creation
Accomplishments
- I strongly believe things are changing in the business especially in the automotive line which is crucial for me to learn something that will be a crucial change to this industry
- I am passionate in the automotive line and I really love my job in the Marketing department
- As a good leader, I uphold this believe that everyone must have some skills they are good at, which is why team work is important
- Being in a service line for so many years, I have experienced being in very different roles starting as a service executive dealing with customer and learning how to deal with “nuclear” issues on a day-to-day basis
- Co-Curricular Activities:
- University
- Ping-pong Club (2007 - 2009) Secondary School
- Committee School Prefect of Sek
- Men
- Keb
- Tengku Ampuan Rahimah, Klang (2004-2005)
- Committee Vice President of Photography Club (2004-2005)
- Committee Secretary Of Scout Association (2004 and 2005)
- Committee Of Basketball Club (20032005)
- Representative Of Inter-School Basketball Competition (2003-2005)
- Representative Of Inter-School Chess Competition (2004-2005)
- Extra Co-curricular Activities -Piano ABRSM grade 5(Theory and Practical) (2000-2005) -Participated in the English Buddhist Youth Camp (2005) -Committee Vice-President Of English Youth Camp (2007)
Timeline
Service Marketing - Senior Manager
- Hap Seng Star Sdn Bhd
02.2017 - Current
Customer Service Executive
Bermaz Motor Trading Sdn Bhd
06.2015 - 02.2017
Customer Service Executive
UMW Toyota Motor Sdn Bhd (Lexus)
12.2012 - 05.2015
Bachelor's Degree - Business Studies/Administration, Marketing
University Industri Selangor
Science
Universiti Industri Selangor (UNISEL)