Customer Service Assistant

Rina Renuga

No ** Jalan SG*/*

Sri Gombak, Batu Caves

***** ********

Home: **-********

Cell: 016-***-****

E-mail:**********@*****.***

Profile:

A highly skilled in call centre with sixteen years of experience. My

experience grows from hotel industries and I also have basic experience in

reservation, front office & cashier. Knowledge in handling guest request

and complaints.

Areas of Interest:

. Good communication and presentation skills

. Good customer relations skills

. Analytical thinking

. Good problem solving skills

. Excellent management and organizational skills

Professional Experience:

Le Meridien Kuala Lumpur, 2005-present

Call Centre Supervisor

Reference: Ms. Ezylyn or Mr. Jagjit - Asst. Front office Manager

Tel: 603-****-****

. Handled the tasks of implementing, improving and reviewing the

policies of the organization

. Responsible for training, hiring and supervising call centre employees

. Tracked call traffic of the employees and identified the areas that

need to be improved

. Handled complex customer queries and complaints

. Scheduled training sessions and meetings

. Managed the effective running of the organization

. Organize training plan for working colleagues

. Lead a team successfully and achieved goal setting

. Monitored and controlled the day-to-day activities

Century Hotel Bukit Bintang, 2000 - 2002

Call Centre Agents cum Rooms Reservation

. Answer external & Internal calls

. Handled in house guest request & complain.

. Reviewed day end reports updated by assistant managers and prepared

feedback for next shift.

. Developed and implemented the operating procedures of the organization

. Take guest room reservation & handle inquiries.

Achievement Development Centre Bukit Bintang, 2000 - 2000

Executive Customer Service cum Secretary.

. Answer external & Internal calls

. Handled member's request such as

. - Meeting room arrangement

. - Recording Motivational CD's or DVD info.

. - Reply emails feedback.

. Organizing training plan

. Reviewed day end reports updated to Managing Director.

. Creating motivational training advertisement for publishing.

Swiss Garden Hotel Jalan Pudu, 1995 - 2000

Call Centre Agent cum Front office Assistant.

Reference: Ms Monica Agnes - Telephone Supervisor

H/P: 012-***-****

. Answer external & Internal calls

. Handled in house guest request & complain.

. Reviewed day end reports updated by assistant managers and prepared

feedback for next shift.

. Developed and implemented the operating procedures of the organization

. Check in & Check out hotel guest

Swiss Inn Hotel Jalan Petaling, 1994 - 1995

F&B Cashier cum General Cashier.

. Answer in hotel guest room service calls.

. Taking orders

. Compile day end Revenue

. Closing day end cashier for all F&B outlet

Technical skills:

. Internet savvy

. Proficient in Microsoft word, PowerPoint, excel and outlook

. Opera PMS.5 system

. Paging FCS connect module agent.

. Micro's PCWS operation system

Awards & Training Skills:

. Perfect attendance year 2008, 2009, 2011. 2013

. Excellent Service Certified - Care for Guest Feb 2012

. Certified on Train the Trainer 2009

. Long Service Award - 5 Years

. Starwood cares Good Service Program workshop - 2007

. Successful attendance of Transition Supervisor

. CPR & 1st Aider training

. Starwood Career - Management Track - Assistant Manager

Education:

. Sek. Men Keb. (P) Air Panas, Setapak. KL

. SPM: Grade SAP

. PMR: Grade A

. Sek. Ren Keb. (P) Methodist Kuantan

. UPSR: Pass

. Sek. Ren. Keb. Air Panas, Setapak. KL

. Standard 1 till 5.

Contact this candidate