Customer Service Manager

• Aug 2019 - Present

Customer Care Operations Manager

• Feb 2017 - Jul 2019

Customer Service Executive

• Feb 2016 - Jan 2017

Customer Service Executive - Contact Centre

• Dec 2014 - Feb 2016

Handle daily call enquires on Unsecured Lending enquires on Credit Card eg. Fee waiver, application status and replacement of lost cards Handle daily call enquires on Unsecured Lending enquires on Credit Card eg. Fee waiver, application status and replacement of lost cards

Customer Service Executive

• Apr 2014 - Dec 2014

Handle daily call enquires on the members’ CPF matters eg Nomination, Investment, Education, Medisave, Medishield/Eldershield and Housing. Handle daily call enquires on the members’ CPF matters eg Nomination, Investment, Education, Medisave, Medishield/Eldershield and Housing.

Reception Manager

• Apr 2013 - Apr 2014

Supervise the reception, handle billing issue and guest complain. Ensure daily billings to Travel Agent and Guest is correct. To provide Excellent customer service to both internal and external guest. Supervise the reception, handle billing issue and guest complain. Ensure daily billings to Travel Agent and Guest is correct. To provide Excellent customer service to both internal and external guest.

Guest Relation Executive

• Sep 2012 - Apr 2013

Supervise the reception, assigning room for arrivals, checking traces and doing follow ups on billing issues. To assist and train new staff. Handling of guest complain hand in hand with our Duty Managers. Supervise the reception, assigning room for arrivals, checking traces and doing follow ups on billing issues. To assist and train new staff. Handling of guest complain hand in hand with our Duty Managers.

Sales Executive

• Apr 2012 - Aug 2012

To do cold callings and manage existing clients. Assist with sending quotations and resolve pricing issues as well as technical issues. Working closing with small enterprise to sell them software to assist them with their Payroll processing as well as HR Management. To do cold callings and manage existing clients. Assist with sending quotations and resolve pricing issues as well as technical issues. Working closing with small enterprise to sell them software to assist them with their Payroll processing as well as HR Management.

Rooms Controller/ Service Leader

• May 2010 - Jan 2012

To assign rooms, follow up on Traces and arrange room move. Handle guest complain on room issues and assisting to close the hotel 100% sometimes requiring to farm out guest together with Duty Manager. Working closely with Engineering and Housekeeping departments to ensure that facilities in the hotel room are in perfect working conditions. In Shangri-La Hotel Singapore, I have assisted to cover Reception Manager and BOST (Back Office Support Team) when needed. Reception Manager – Where I oversee the operation of the reception and handle guest billing issue. To assist and train new staff and Guest Service Agents. Working closely with Accounts and Reservation Departments as well as Travel Agencies. BOST includes Guest History Manager, Mice Specialist and Guest Relation Team. Guest History Manager – Where I assisted with the enquires of guest loyalty program for the entire hotel from Reservation, Front Office to Food and Beverages outlets. Handling of Frequent Flyer program points as well as Loyalty points for our in-house guest. Updating guest complains to guest profile and ensure all high tier members are enjoying the right benefits. Working closely with membership centre located in Hong Kong daily to ensure all membership cards are sent to guest and coordinate with them on guest point issues. MICE Specialist – Where I assisted with group resumes, meeting and conference charges and room billings. Ensure that all billingws is correct before closing each and every account. In charge of making sure all company account is closed on scheduled time by working closely with Account and Sales/Events departments. Guest Relation Team – Where I assisted to ensure VIP request and preferences are met and room is in good working condition before each and every VIP arrivals. Prepare Keys for VIP arriving and Daily Brief of VIP arrival, Departures and in-house for next day for roll call daily. Show less

Trainee

• Apr 2009 - Apr 2010

Attached to various department of the hotel Front Office – Where I learn how to check in and check out guest, using of Opera system handling of money/cashiering Houskeeping – where I learn how to clean the hotel rooms, make up bed and different type of chemicals for different type of stain and dirt Room Reservation – where I learn how to create new reservation and receive different source of guest booking eg. Internet, Travel Agent Food and Beverages – Where I learn how the full operation of a restaurant in hotel is run Show less