Experience

Meta Facebook
• Software Development
• 100 - 200 Employee
• Meta Concierge Support

  • Jul 2021 - Present


Agoda

• Singapore
• Software Development
• 700 & Above Employee

• Customer Service Specialist

  • Dec 2018 - Dec 2019

  -Maintain & Improve call centre operations by monitoring system performance -Identifying & resolving problems related to guest inquiries -Deliver excellent service & manage the needs of the customers thru various communication channels -Professionally handle high volumes of inquiries from clients & customers -Understand & Deliver business strategies to improve customer services through the execution of self service -Continuously identify work process improvement -Communicating with team manager & team leads -Perform office-based administrative duties whenever required -Demonstrate high degree of integrity & confidentiality of customer information at all times -Handling internal systems : YCS, EXTRANET, AGODA TRAVEL BACK OFFICE, ATHENA & TOBO BACK OFFICE Show less



Airbnb

• United States
• Software Development
• 700 & Above Employee

• Customer Service Representative

  • Feb 2017 - Nov 2018

  Connecting with guests before, during and after their stay, providing great customer service in person, over the phone and e-mail Take full responsibility to keep providing an amazing guest experience, with excellent attention to detail and a personal touch Quality controlling the guest experience and promptly addressing any issues raised during or after their stay, without the need for direction Being the ‘behind-the-scenes’ face of GuestReady, when it comes to dealing with guests Working closely with the rest of our Guest Team to devise the best ways to make our guests happy Supporting and assisting the team with any other day-to-day operational tasks, as and when needed Helping to devise and implement new processes to ensure we are able to provide an amazing guest experience, at an ever-growing scale Take part in weekly host-country meetings, global meetings and other brainstorming sessions Show less



Citi

• Mexico
• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Service Representative

  • Nov 2015 - Dec 2016

  • Receive and respond to customer service account inquiries on account balances, transaction details, statements and fees and charges. • Open new accounts/Closing accounts • Alterations to existing savings and cheque accounts • Inquiries for credit card and personal loans • Inquiries on internet services • Handling cash transactions and cash balancing • Overseas transfers • Set up periodical payment authorities on accounts • Promote bank products and services • Change statement of account cycles • Identify customer needs • Refer customers to appropriate banking services and representatives • Update personal details for personal and business customers such as address and name details • Receive deposits and issuing funds upon request • Open new savings and cheque accounts • Close savings and cheque accounts • Issue cheque books • Issue ATM cards and changing customer passwords • Provide product brochures for customers • Refer customers who request to open business accounts and business credit cards to Customer Service Supervisor • Refer customers who request loan, superannuation and insurance products to a financial adviser or financial planner Show less



Singtel

• Singapore
• Telecommunications
• 700 & Above Employee

• Customer Service Representative

  • Nov 2012 - Nov 2015

  • Will received inbound calls from customer regards enquire on product and monthly billing and complaints in singtel service. • Perform customer verifications by theirs NRIC and full name,report number and etc prior to troubleshooting and resolve customer problem encountered. • Provide customer with singtel product and service information regarding to their queries. • Enquire what the needs of customers are and politely direct or usher the customer without delay. • Ensure and respond promptly to customer enquiries. • Customer those with complaints related to other department will be transfer to relevant department. • Record the details of enquries and action taken by customer care officer for the record purposes. • Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. • Building relationship in providing them with the best solution to their problem,providing customers with an best excellent overall experience. Show less