Student Affairs Manager cum Lecturer for Hospitality

• Aug 2020 - Present

Assistant Outlet Manager

• Dec 2017 - Aug 2020

- In charge of the Lobby Lounge - Prepares hot and cold beverages, cocktails and other items for guests - Ensures cleanliness of the Lobby Lounge - Responsible for training new staff - Updates staff schedule requests - Provides quality customer service to guests - Coordinates with F&B Manager on all service related concerns - In charge of the Lobby Lounge - Prepares hot and cold beverages, cocktails and other items for guests - Ensures cleanliness of the Lobby Lounge - Responsible for training new staff - Updates staff schedule requests - Provides quality customer service to guests - Coordinates with F&B Manager on all service related concerns

Assistant Restaurant Staff Supervisor / Guest Relations

• Feb 2017 - Nov 2017

- Handles staff scheduling and daily briefing - Updates guest reservations and events - Ensures cleanliness of restaurant vicinity - Responsible for table set ups - Provides quality customer service to guests - Coordinates with Restaurant Manager on all restaurant related concerns - Handles staff scheduling and daily briefing - Updates guest reservations and events - Ensures cleanliness of restaurant vicinity - Responsible for table set ups - Provides quality customer service to guests - Coordinates with Restaurant Manager on all restaurant related concerns

Fraud Officer

• Mar 2015 - Apr 2016

- Conduct objective, fair, thorough, unbiased and timely investigations of fraud committed by customers against the company - Review and research accounts/documents to detect any fraudulent activity or suspicious gaming patterns - Identify and handle suspicious or problematic accounts while imposing appropriate sanctions and providing strategic directions to relevant departments through professional reports and correspondences - Perform brief phone verifications for customers that are required to provide additional information for security purposes Show less

• Apr 2014 - Mar 2015

- Audits representatives' inbound and outbound correspondences, observing performance, techniques, and application of guidelines and procedures.- Evaluates and records the quality and performance during each correspondence. - Conducts weekly coaching sessions, gives advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business policies and procedures. - Participates in meetings and presentations or other designated special projects as assigned by department management. - Provides input and assistswith the development of additional training or policy and procedure changes that may be required to enhance service productivity. Show less

• Nov 2010 - Apr 2014

- Provides quality assistance to high-profiled clients (online chat, email, phone)- Monitors and initiates required action for clients requirements, including maintenance and updating of accounts- Formulates ideas and strategies ensuring all clients concerns are resolved immediately- Deals with escalation cases- Coordinates within and outside the department to resolvecustomer concerns

Customer Service Representative - Sportsbook

• May 2009 - Nov 2010

- Provides assistance to clients of different profiles (online chat/email) - Ensures qualitative and quantitative daily performance - Contributes to the outstanding performance of the team - Assists in training newly hired colleagues - Provides assistance to clients of different profiles (online chat/email) - Ensures qualitative and quantitative daily performance - Contributes to the outstanding performance of the team - Assists in training newly hired colleagues

Customer Care Specialist - eBay Fraud

• Sep 2007 - Apr 2009

- Provides quality assistance to customers(buyer defrauded) via email - Monitors and initiates required action for clients’ requirements, including maintenance and updating of accounts - Provides quality assistance to customers(buyer defrauded) via email - Monitors and initiates required action for clients’ requirements, including maintenance and updating of accounts

Assistant for Finance and Administration Division

• Mar 2007 - Aug 2007

- In charge of collections and account management for commercial clients - Provides quality service for account related queries and follow ups - In charge of collections and account management for commercial clients - Provides quality service for account related queries and follow ups

Senior Sales and Marketing Manager (Events Production)

• Nov 2006 - Jul 2007

- Handles various accounts in the entertainment field on a project basis - Implements strategic planning and management of accounts - Coordinates with potential clients and presents project proposals - Handles various accounts in the entertainment field on a project basis - Implements strategic planning and management of accounts - Coordinates with potential clients and presents project proposals

Online Casino Dealer

• Aug 2005 - May 2006

- Deals cards / facilitates online casino games through the Internet - Submits daily reports and evaluates misdeals or any errors with the casino game - Provides assistance to players online through chat - Deals cards / facilitates online casino games through the Internet - Submits daily reports and evaluates misdeals or any errors with the casino game - Provides assistance to players online through chat