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Customer Service Manager

Location:
Padang Serai, Kedah, Malaysia
Salary:
15K to 20K
Posted:
October 11, 2014

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Resume:

ROSNANI SALLEH

Curriculum Vitae

PERSONAL PARTICULARS

Full Name : Rosnani Salleh

Address : No.17, Jalan Kaloi 1J, Taman Desa Kaloi 44300, Ulu Yam Bharu,

Selangor

Contact No. : +601********

Email : acgcdx@r.postjobfree.com

Nationality : Malaysian

Gender : Female

Date of Birth : 19 Feb 1966

Languages Written : English & Malay

Language Spoken : English, Malay, Indonesia, Hokkien & Cantonese

OBJECTIVE

Obtain a responsible and challenging position within your company that will allow me to learn

new technologies and skills while utilizing my previous experiences to improve beyond my

abilities currently, and also to build a strong business relationship with the company and clients;

and exceed expectations to excel within the company.

KEY ATTRIBUTES

Strong teamwork & speeds is a priority. Goal oriented and encourages staff to have positive

attitude towards goal achievement.

Follow-up on work performance is emphasized even after delegation. Ongoing training is vital to

improve and maintain consistency in service standards.

Positive attitude, keen learner, hands-on, service oriented, practice effective communication and

problem solving.

Rosnani Salleh Curriculum Vitae

EMPLOYMENT RECORD

Thansur Bokor Highland Resort & Casino

Assistant Director Event & Promotion and Loyalty Club

(15 June 2012 – 30 Sept 2012)

• Assign to set up the Event and Membership

• Assign to plans proposal for the system installation

• Assign to plans to run the In house program

• Assign to plans with all business areas to drive acquisition and retention

• Assign to plans upward membership migration

Rosnani Salleh Curriculum Vitae

Marina Bay Sands – Casino Marketing Loyalty Club Shift Manager

(2010 – 2012) Under set up 2yrs contract

• Assign host to sign up patrons through introduction from a pit manager or through direct

customer contact at the Premier Advantage Counter

• Complete required paper work and computer data input in an auditable and timely

manner

• Manage customer enquiries and handles complaints professionally

• Manage Company policies and procedures related to the Marina Bay Sands Club to

provide the correct amount of player’s club points and complemented amenities to rated

players in all market segments

• Handles necessary internal policies and customer information

• Assist with various casino promotions as needed

• Instill high standard of customer service and maintain high professional standards when

dealing with customers

• Access executive host performance and customer service level

• Notification of exclusion members to surveillance and security

Rosnani Salleh Curriculum Vitae

Resort World Bhd – Casino Marketing Assistant Manager

(January 2005 – January 2009)

• In charge and manage VIP Reservation and Membership services

• Execute promotions to increase room occupancy

• Monitor calls and assist in reservation from respective sections

• Cross sell Casino packages to potential customers

• Arrangement on hotel check-in, transportation (limo/heli) for members

• In charge and set up new casino membership operation

• Structuring core module for newly recruited staff for the department

• Handled member feedback and encourage customer to sign up as Loyalty members

• In charge of the daily operation and running of all respective GWCCs i.e allotment of

manpower, handling complaints, points abuse, increase awareness of product knowledge

and late promotions and events among personnel

• Conducted trainings for newly joined staff

• Enforce and provide coaching, counseling and guidance to staff in their line of duty or

performance

Rosnani Salleh Curriculum Vitae

Casino Marketing VIP Coodinator

Resort World Genting

(April 1988 – January 2005)

• Execute promotion to increase room occupancy

• Monitor calls and assist in reservation from respective sections

• Cross sell Casino packages to potential customers

• Arrangement on hotel check-in transportation (limo/heli) for members

• Responsible and handling with all Junket in House Program

• Cross sell bus program

Rosnani Salleh Curriculum Vitae

Resort World Bhd – Public Relation Guest Service Assistant

(March 1984 – February 1988)

• Handle resorts wide correspondence via snail mail

• Setting up events and participate in events execution

• Assist guest for transport / flight booking

• Provide information on upcoming events

• Assist in room booking reservation

ACHIEVEMENT

• Certificate in Service Award for 25 years of Dedication Service

• Certificate in Managing People Skills

• Certificate in Quality Improvement Tools & Techniques

• Certificate in Responsible Gaming

• Certificate in Train the Trainer

• Certificate in Excellence Best Buddy Award

• Certificate in Service Plus

• Certificate in MDPF – Communicating with Others

• Certificate in Total Image Programme

• Certificate in Interacting for Success to Gain Trust

• Certificate in Four Disciplines of Execution

• Certificate in Grooming Workshop

• Certificate in Adapting to Change

EDUCATION:

• Studies at Good Shepherd ( 1983-1984 )

• Studies at Sek Men Hlu Klang ( 1980-1982 )

• Studies at Sek Rendah Kebangsaan Hlu Klang ( 1974-1979 )

SKILLS & Expertise:

• MS Access

• Excel

• PowerPoint

• Marketing Strategy

• Data Analysis

• Hospitality

• Pre-opening

• Public Relations

• Customer Service

• Marketing Communications

• Coaching

• Leadership

• Event Management

• Loyalty Marketing

• Social Media

PERSONALITY:

• Swimming and travelling

• Outgoing personality

• Mixed well with all level of people

• Dedicated and Hardworking

Rosnani Salleh Curriculum Vitae

REFERENCES

Mr. See Chin Kar

Vice President, Table Games

Resorts World Berhad

Malaysia

Contact no: 012-*******

Mr. Vincent Yap

Assistance Vice President, Table Games

Resorts World Berhad

Malaysia

Contact no: 012-*******

HELEN CHEN

Manager, Loyalty Club

Marina Bay Sands

Singapore

Contact No : +65 81389926

Tian Toh Seng,

COO

Thansurbokor Highland Resort,

Cambodia,

Contact No: +(855) 088*******



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