Armagh Velarde
Bukit Panjang,Singapore
Summary
Dynamic and results-driven professional with expertise in digital marketing analytics, client engagement, and search engine optimisation. Proven track record in developing effective social media strategies and managing client relationships through Salesforce CRM. Adept at leveraging business intelligence tools to enhance cross-functional collaboration and drive sales negotiations. Committed to delivering exceptional customer service while maintaining time management efficiency and fostering interpersonal communication. Career goal: to lead innovative marketing initiatives that maximise brand visibility and client satisfaction.
Adaptable and reliable professional with robust foundation in problem-solving and communication skills, seamlessly transfer technical knowledge and analytical abilities to new challenges. Demonstrated aptitude for collaborative teamwork and innovative thinking. Eager to contribute meaningful solutions and drive success in Accounts Servicing Executive or Customer Service Officer role.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work history
Account Specialist SEA market & AUZ market
TDCX (SG) PTE. LTD. – Singapore
Chai Chee, Bedok , Singapore
11.2021 - 06.2024
- Managed client accounts across SEA and AUZ markets ensuring adherence to service standards.
- Developed and maintained strong relationships with clients to facilitate effective communication and support.
- Analysed performance metrics to refine social media campaigns and improve outcomes.
- Managed multiple Facebook accounts to enhance brand visibility and engagement.
- Supported customer service efforts by responding to inquiries via social media channels.
- Developed targeted content strategies to optimise audience reach and interaction.
- Developed comprehensive social media strategies to enhance brand visibility and engagement.
- Developed sales pitches tailored specifically to individual client needs.
Digital Customer Service
DBS Singapore
Singapore, Singapore
12.2019 - 02.2020
- Delivered exceptional digital customer service by promptly addressing customer inquiries across multiple channels.
- Assisted customers in navigating digital banking platforms, enhancing user experience and satisfaction.
- Resolved customer issues using problem-solving techniques, ensuring efficient and effective service delivery.
- Assisted customers in resolving inquiries and issues through effective communication.
- Collaborated with team members to streamline workflows and improve customer satisfaction.
Customer Service Executive
Akzo Nobel Paints Singapore Pte. limited
Changi Business Park , Singpore
05.2018 - 11.2019
- Assisted customers by addressing inquiries and resolving issues in a timely manner.
- Managed customer accounts ensuring accurate information and timely updates.
- Collaborated with team members to streamline processes and enhance customer satisfaction.
- Conducted follow-up calls to ensure customer satisfaction and foster long-term relationships.
- Implemented feedback mechanisms to gather insights for service improvement initiatives.
- Provided accurate information to customers, which resulted in fewer returned orders.
- Utilised CRM software proficiently, streamlining the complaint handling process.
Mall and Office Concierge Executive
HongKong Land (SINGAPORE) Pte.Ltd.
Cityhall, Singapore
11.2017 - 05.2018
- Managed front desk operations by greeting visitors and answering incoming calls in a professional manner.
- Provided excellent customer service by addressing inquiries and resolving issues promptly and effectively.
- Assisted in administrative tasks including preparing correspondence and handling office supplies inventory.
- Coordinated events and activities to enhance customer engagement and satisfaction.
- Managed lost and found items, ensuring proper documentation and customer communication.
- Maintained cleanliness and organisation of concierge area to create welcoming environment.
- Provided directions and recommendations to customers for shops and dining options.
Customer Service Executive
Proof Living Pte. Ltd.
Gul Way, Jurong West , Singpore
06.2015 - 11.2015
- Facilitated communication between customers and internal teams to ensure timely resolution of claims.
- Resolved complex customer claims by thoroughly investigating issues and collaborating with relevant departments.
- Developed and maintained comprehensive records of customer interactions and claim statuses for future reference.
- Assisted in implementing customer feedback initiatives to improve service delivery standards.
- Managed customer inquiries and complaints through various channels to maintain high service quality.
Membership Service Executive / Admin Executive
The Conference Board Singapore Pte Ltd.
Clarke Quaye, Singapore
10.2010 - 02.2015
- Provided exceptional customer service to members by addressing inquiries and resolving issues promptly.
- Coordinated membership renewals and registrations, ensuring accurate data entry into membership management systems.
- Developed and maintained relationships with stakeholders to enhance engagement and retention strategies.
- Assisted in organising events and meetings, ensuring all logistical arrangements met attendees' needs.
- Monitored membership database for accuracy and compliance, implementing corrective actions as necessary.
- Processed invoices accurately and efficiently, ensuring timely payments to vendors and suppliers.
- Coordinated administrative tasks including scheduling meetings and managing correspondence.
- Oversaw procurement processes for office supplies and maintained inventory records.
- Responded promptly to emails, letters and phone calls; facilitated seamless external communication.
Sales Coordinator / Accounts Service Executive
Datapost Pte. Limited owned by SingPost
Paya Lebar , Singapore
09.2008 - 02.2010
- Coordinated sales efforts by liaising between sales teams and clients to ensure seamless communication.
- Managed account servicing tasks by responding to client inquiries and resolving issues promptly.
- Developed and maintained relationships with key clients to enhance customer satisfaction and loyalty.
- Implemented sales tracking systems to monitor progress and assist in identifying opportunities for improvement.
- Collaborated with cross-functional teams to streamline order processing and fulfilment.
- Facilitated successful meetings between sales team and clients for better understanding of requirements.
- Enhanced customer satisfaction by managing sales enquiries effectively.
- Provided proactive support to the sales team, thereby enhancing productivity levels.
- Maintained comprehensive database of customer contact details, easing communication processes.
- Coordinated with marketing team, ensuring successful product launches.
- Handled inbound queries by phone, email and in person.
Education
Diploma - Digital Marketing
Lithan Academy
Singapore 11.2020 - 05.2021
Bachelor of Business Administration - Marketing
Adamson University
Philippines 06.1996 - 03.2000
Skills
- Digital marketing analytics
- Client engagement
- Search Engine Optimisation
- Social media strategy
- Client Relationship Management
- Initiative taking
- Business intelligence tools
- Time management efficiency
- Customer Service
- Interpersonal communication
- Relationship Management
- Microsoft Office Suite
- Salesforce CRM
- Emotional intelligence
- Cross functional collaboration
- Sales negotiations
- Persuasive communication
Timeline
Account Specialist SEA market & AUZ market
TDCX (SG) PTE. LTD. – Singapore
11.2021 - 06.2024
Diploma - Digital Marketing
Lithan Academy
11.2020 - 05.2021
Digital Customer Service
DBS Singapore
12.2019 - 02.2020
Customer Service Executive
Akzo Nobel Paints Singapore Pte. limited
05.2018 - 11.2019
Mall and Office Concierge Executive
HongKong Land (SINGAPORE) Pte.Ltd.
11.2017 - 05.2018
Customer Service Executive
Proof Living Pte. Ltd.
06.2015 - 11.2015
Membership Service Executive / Admin Executive
The Conference Board Singapore Pte Ltd.
10.2010 - 02.2015
Sales Coordinator / Accounts Service Executive
Datapost Pte. Limited owned by SingPost
09.2008 - 02.2010
Bachelor of Business Administration - Marketing
Adamson University
06.1996 - 03.2000