Customer Service Sales

Wendy Ng Lian Wen

Personal Detail

Height : ***CM

Weight : 59KG

D.O.B : 16/11/1988

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Profile

Highly motivated and knowledgeable employee capable to contribute to the growth of company & society. Able to utilize my knowledge, skills and abilities to assist the organization in realizing their missions and vision. Friendly, outgoing, independent, self-motivated, responsible, trustworthy, fast learner and able to work on own or as part of a team.

Experience

Resorts World Genting

Assistant Manager – Keno Slot

High End Team (July 2018 till Present)

Welcomed arriving guests and checked their names against the list

Able to maintain professional demeanor with celebrity guest to assure them a comfortable experience.

Cross selling VIP Casino Program

Planning on the Ad- Hoc Promotion

Observe Staff Performance and report on the metric

Private gaming Room, Hotel Room, limousine, Concert Ticket, Customer Fund Processing and Tournament Registration arrangement.

Recruitment CCF (Cash Cheque facility) for member who is eligible.

Operation Team (Aug 2017 till July 2018)

Handling customer disputes and to problem solve promptly based on customers complaint with any slot machine on the gaming floor at any time

Ensures gaming slot machines are running efficiently at all times

Ensure safety and cleanliness of department at all times

Able to maintain professional demeanor with celebrity guest to assure them a comfortable experience.

Report machines down with the vendors daily

Observe Staff Performance and report on the metric

Senior Guest Service Assistant– Casino Marketing

VIP Reservation (April 2011 till Aug 2017)

Handle 50+ customer interactions per day, giving detailed, personalized, friendly & polite service to ensure customer retention

Memorized all company products and services to be able to answer all customer questions quickly and efficiently, and make relevant upsells

Cross selling Upcoming Show / Event

Trained 3 new employees in customer service script recitation, conflict resolution, and data entry practices

Preparing daily / Weekly / Monthly Report

Handling customer disputes and to problem solve promptly based on customer’s complaint.

Raise EA (external Advice)

General Gaming Marketing (May 2009 till Apr 2011)

Maintained and updated accurate recruitment database.

Cross selling Non Negotiable Chip Program (ETG/Table Chip/Slot)

Planning Ad Hoc Promotion For Domestic and international Market.(Example: Member Night / Natas Fair Singapore/Matas fair Malaysia /Show for Mass Market)

Handling Show / event / Tournament for Mass Market

Preparing daily / Weekly /Month Report

Membership Database (Apr 2009 till May 2009)

Maintained and updated accurate recruitment database.

Assisted members with queries about membership and renewals.

Prepared reports for organization leadership.

Conducted activities related to the association’s membership booth at annual meeting and other events.

Maintained master calendar activities and programs.

Identified and recruited new members.

Croupier (Apr 2008 – Apr 2009)

Cooperate with Games Supervisor to monitor and address any irregularities in play or transactions.

Verify fills and credits to the game and handle guest transactions for "buy-in" and "pay-offs".

Provided Customer Service to exclusive customers

Handled Customer and employee complaints

Phone : +601*-***-****

Email : ***********@*****.***

Wechat : wendyng1116

Education

2006 : SPM (Sijil Pelajaran

Malaysia)

Computer Knowledge and Skill

-Microsoft Dynamic CRM

-Microsoft Excel

-Microsoft Word

-Microsoft Power Point

-Sales Forces

-DRS (Dynamic Reporting System)

-Siebel System

-SAS System

-IGT advantage System

-Patron Management

Languages

English - Proficient

Mandarin - Proficient

Malay - Proficient

Hokkien - Proficient

Teo Chew - Proficient

Cantonese - Proficient

Indonesian - Proficient

The Store Supermarket

Sales Promoter (Nov 2004 – Dec 2004)

Sold products being promoted and kept record of sales.

Identified interested and qualified customers in order to provide them with additional information

Suggested specific product purchases to meet customers' need.

Learned about competitor's products consumer' interest and concerns in order to answer questions and provide more complete information

Recommended product or service improvement to employers.

Training / Course Attended

Casino AM Conference 2018

(18/07/2018 – 19/07/2012)

Course Description:

-Understand what leadership means

-Create an action plan

-Establish personal goals

-Understand how to adapt your leadership styles for the people you lead.

-Understand Transformational Leadership

Course Outline:

Leadership Development Training has a place of great importance in today’s world as leaders are viewed as evolved rather than born. The modern view is that through patience, persistence and hard work anyone can become a highly effective leader. The onus is on oneself to believe and make it happen. That is the reason Executive Leadership Training is so highly sought after by all successful companies. The role of a leader starts with a thorough understanding of the team’s needs, aspirations and concerns, for which it is important to have excellent listening and facilitation skills.

Coaching for Excellence 2012

(09/07/2012 – 11/07/2012)

Course Description:

-Introduction to coaching

-Introduce Praxis Process Model

-How to apply coaching at workplace

-Develop participant's coaching skills

Course Outline:

-Communication Skills

-Time Management Skills

-Questioning Skills

-Coaching model

-Coaching in Workplace

-Listening Skills

A Journey To Service Excellence

(02/08/2011 – 03/08/2011)

Course Description:

To understand their own personal traits, such as personality and

attitude, and discover how these traits drive their daily behavior.

Learn to align their behavior to a professional level (demeanor) and

utilize their newly acquired professionalism to service their guests

Course Outline:

Module 1: Understanding Guest Service Attitude & Mindset

Module 2: Transform our Attitude into Professionalism and Passion

Module 3: Guest Service Guidelines and Standard

Module 4: Transform Our Normal Behavior into Exquisite Demeanor

Module 5: Intrapersonal Skills and Interpersonal Skills

Module 6: Interactive Communication

Module 7: Casino Grooming Standard

Effective complaint handling

Course Description:

These specific training programmers address the “how to” element to

further improve documentations/records, non-conformance as well as

complaint-handling and control system.

Course Outline:

-Application of 5W1H in complaint reporting

-Application of Root Cause Analysis in Complaint Handling

-Evaluation & decision on corrective action

-Acceptance and closure of corrective action

-Continual improvement

-Develop effective work performance among the employees

Casino Discovery

(24/03/2010 – 24/03/2010)

Course Description:

-Instill better interaction in between internal and external customers

-Develop effective work performance among the employees

-Increase the value of positive attitude at the workplace

-Identify the importance of teamwork, cooperation and sense of ownership

Course Outline:

-Introduction & Ice breaker

-Instill excellent customer service and interpersonal skills

-Develop passion in work

-Increase the positive work attitude

-Identifying the importance of teamwork / cooperation / sense of

ownership

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