Joanna Ly
Summary
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 applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Customer Experience Representative - Business Development
AsureQuality
07.2022 - Current
- Daily use of LabWare 7 platform, along with knowledge of Power BI and CRM.
- Liaising between AsureQuality laboratories and various internal departments to successfully provide information to the customer via phone and email.
- Coordinate meetings with both internal and external stakeholders, including customer site visits and audits.
- Engaging with clients to understand their needs, resolve issues and finding resolutions to be more efficient.
- Generating, reviewing and presenting multiple contract quotations in a timely manner - Reporting Monthly KPI reports to Portfolio Customers.
- Sending daily Work in Progress reports to to both Internal and external customers.
- Coordinating routine, non-routine and urgent queries.
- Updating and managing data using LabWare Systems.
- Proactively logging customer feedback, complaints and compliments in the Customer Care portal.
- Effectively liaising with the Customer Solutions team as well the wider team.
- Frequent weekly meetings and quarterly reviews with external customers for account management purposes.
- Contract renewals and pricing sheets uploads.
- Documented customer interactions in internal database to maintain customer service history details.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Developed and updated databases to handle customer data.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Technical Assistant
AsureQuality
09.2019 - 07.2022
- Sample labelling of environmental swabs, chemistry, micro and pathogen sample's
- Experience with LIMS software/database
- Delivering samples to appropriate labs for testing
- General cleaning duties to a high standard to ensure sanitary requirements are met in accordance with Health and Safety guidelines and standard operating procedures
- Surpassed Level 1, 2 and 3 for technical assistant unpacking
- Level 3 Trainer for unpacking of samples
- Unpacking samples in a timely manner by prioritizing time critical sample's and high importance customers so we meet the appropriate turnaround time
- Registration (Data Entry) for Fonterra interface and pre-registered projects for Fonterra PCR powders, Cheese and Environmental swabs
- Registration of GMP Pharmaceutical products
- Monitoring Lynfield SR Pre-Alerts proxy.
Business Development Manager
Beneficial Insurance (Pet-n-Sur)
02.2019 - 08.2019
- Acquiring new business with telesales through out-bound calling as well as in-bound to both supplies and self-initiated sources and providing professional solution based sales to all potential Pet-n-Sur customer's
- A 100% New Zealand owned pet insurance company, working in the sales department and managing my own clients which involved problem solving and admin
- Key Responsibilities: Sales: To meet the minimum target of proactive calls daily through outbound calling
- Hitting monthly sales KPIs
- Building rapport and asking quality questions, listening, identifying
- Offering the different types of policies we had to offer to suit not only the customer but the pet's needs
- Object customers if need be and close sales with a solid conclusion
- Administrative: - Data entry of customer related information into the system (leads/potential sales)
- Ensure the efficient, accurate and timely loading of all promotions, customers and general data
- Relationship Management/Customer services- Develop and maintain effective working relationships/good team work and environment
- All customer service queries/contact is via ph[one or email directly with the customer themselves with their provided contact details
- Manage and resolve complex queries and escalate relationship management to the appropriate team leader
- Personally deal with escalations if need be and save customer's to avoid cancellations.
Shop Floor Sales Assistant
Animates
07.2018 - 02.2019
- During my time with Animates, I worked as a part time sales assistant
- Working here I learnt to anticipate customer's needs and provide high quality service while upholding brand standards and values to ensure customer satisfaction
- I meticulously handled POS systems and transactions including credit, cash, exchanges, returns and refunds to ensure seamless and accurate cash flow
- My job was to actively stay informed about the latest sales and offerings and loyalty programmes
- Animates had me take a 6 month extensive training course whilst working with them to ensure I was giving out correct animal handling advice.
Shop Floor Sales Assistant
Huckleberry Farms Ltd
11.2016 - 02.2018
- Providing exceptional customer service and warmly welcomed around 500-1000 customers per shift
- I offered advice on products and helped with finding merchandise
- I have gained a wealth of product knowledge and learnt quite a fair bit about naturopathy, organic foods and various other diet specific foods.
Education
High School Diploma -
Lynfield College
Auckland, NZ12.2018
Skills
- Professional and friendly communicator with the ability to build rapport
- Target driven, going the extra mile to achieve positive outcomes and supporting the wider team wherever possible
- Data Entry
- Key Holder Experience
- Monitoring proxies
- Complaint Resolution
- Computer Literacy
- Process Improvement
- Appointment Scheduling
- Conflict Resolution
- Adaptability
- Written Communication
- Interpersonal Skills
- Customer Service Orientation
- Policies and Procedures Adherence
- Remote Office Availability
Languages
Cambodian
Native or Bilingual
References
Available upon request.
Timeline
Customer Experience Representative - Business Development
AsureQuality
07.2022 - Current
Technical Assistant
AsureQuality
09.2019 - 07.2022
Business Development Manager
Beneficial Insurance (Pet-n-Sur)
02.2019 - 08.2019
Shop Floor Sales Assistant
Animates
07.2018 - 02.2019
Shop Floor Sales Assistant
Huckleberry Farms Ltd
11.2016 - 02.2018
High School Diploma -
Lynfield College
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