Customer Service Tourism Management
Resume:
Nationality
Gender
Marital Status
PERSONAL INFO
: Malaysian
: Male
: Single
DIPLOMA IN TRAVEL AND
TOURISM MANAGEMENT
Optima College
DIPLOMA IN HOSPITALITY
MANAGEMENT
Taylor's University College
1998 - 2002
SIJIL PELAJARAN MALAYSIA (SPM)
Sekolah Menengah Kebangsaan La
Salle
EDUCATION
A driven and diligent individual who consistently garners recognition from esteemed companies for my unwavering dedication and exceptional abilities. I adeptly handle numerous tasks on a daily basis, thriving even in high-pressure situations. The consistent acknowledgments received from senior management serve as a testament to the immense value I can bring to your esteemed organization. I eagerly anticipate the chance to delve into a more comprehensive discussion about how my qualifications align with your company's needs.
CAREER OBJECTIVE
WORK EXPERIENCE
IGT
SERVICES &
TECHNOLOGIES
(KL) SDN BHD
08/02/2023 -
01/08/2023
Project :
British Airways
Customer
Service
CUSTOMER SERVICE
Job description ;
Answering questions about flight schedules, prices, and other airline information that helps customers book travel plans
Processing customer reservations by confirming details with customers via phone or computer
Processing refunds for delayed or cancelled flights by communicating with travel agencies or airlines to obtain authorization for refunds
Processing claims for lost or damaged luggage by gathering information about the damage or loss from passengers and submitting claims to insurance companies on behalf of airlines
Scheduling flight crews by contacting pilots and dispatchers to relay information about flight changes or delays
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Email:
************@*****.***
Phone:
Address:
A-1-14 Pangsapuri Sri Teratai
Lebuhraya Bukit Jalil, Bandar Puchong
Jaya, 47170 Puchong, Selangor
CONTACT
RAVINDRAN
SAMUEL MURTHY
MAYBANK MGCC
07/2022 -
01/2023
CUSTOMER SERVICE EXECUTIVE
Job description ;
Providing assistance with debit card inquiries and addressing any concerns related to debit card usage. Assisting customers with the application process for Maybank2u, a digital banking platform.
Processing various banking transactions requested by customers, such as opening and closing accounts, issuing debit and credit cards, and updating customer information. Ensure that all transactions are accurately and securely processed, following established banking procedures and guidelines.
Seek resolutions to customer issues, escalating complex matters to higher-level support teams if necessary. Stay updated on any changes or updates within the banking industry.
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TELECONTINENT
12/2020 -
07/2022
CUSTOMER SERVICE OFFICER
Job description :
Working for the Parkway Pantai Singapore Hospital. Scheduling appointments for patients, ensuring that their needs are met in a timely manner.
Managing and responding to emails from both doctors and patients, addressing any inquiries or concerns they may have.
Handling complaints and resolving conflicts that arise within the hospital.
Monitoring waiting areas, restocking supplies, and reporting any maintenance issues to the appropriate personnel.
Liaising with nurses, doctors, and other healthcare professionals to facilitate smooth admissions, discharges, and transfers.
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COMPUTER SKILLS
Microsoft Word
Microsoft Excel
Microsoft Outlook
PERSONAL STRENGTH
• Good written and verbal commu-
nication skills
• Able to work independently with
minimum supervision
• Eager to learn new things
• Able to work under pressure
• Adaptability
• Attention to detail
• Ability to multi-task and maintain
composure in a demanding work
environment
COURSES ATTENDED
• Member of A, H, T, A Asian
Hospitality and Tourism Associ-
ation at AHTA
AREA OF EXPERTISE
• Customer Service
• Active Listening
• Conflict Resolution
• Negotiation
• Product Knowledge
100%
100%
100%
Malay
English
Tamil
LANGUAGE
STANDARD
CHARTERED
BANK
07/2019 -
11/2020
CLIENT CARE EXECUTIVE
Job description :
Assist clients in fulfilling their transaction or servicing requests through telephone communication, providing personalized and high-level service.
Encourage the use of automated channels and their
benefits, collaborating with team members to meet targets. Demonstrate flexibility in shifts and adhere to assigned work schedules.
Handle special telephone tasks with grace and
professionalism, such as call transfers, message taking, call backs, and interruptions.
Educate clients on self-service options and promote their extensive use.
Maintain quality levels and convey accurate information to clients, avoiding mis-selling and complaints.
Attend training sessions to enhance product knowledge and phone skills.
Update databases with client changes and statuses. Arrange for the delivery of products and information packages to clients. Identify financial needs on service calls and offer relevant solutions in line with client preferences. Ensure all sales pitches are made without mis-selling. Educate clients about the products and services offered. Achieve set targets for hot leads production and support cross-sell initiatives.
Achieve targets for service standards and client satisfaction scores on inbound calls.
Provide professional advice and alternative solutions to clients' requests and queries, leveraging knowledge of the bank's products and services.
Deliver world-class phone-based service to clients on dedicated hotlines.
Adhere to compliance requirements, including call-backs and checks on inbound calls.
Take responsibility for follow-up activities arising from client calls, resolving complaints and addressing operational issues. Stay updated on product and workflow procedures and ensure compliance with operational risks and controls. Comply with anti-money laundering policies and local laws and regulations.
Uphold the values of the group and company at all times.
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AEGIS BPO
MALAYSIA SDN
BHD - AIR
ASIA X
09/2015 -
07/2019
CUSTOMER CARE OFFICER
Job description :
Resolves issues by clarifying concerns, conducting thorough investigations, and presenting effective solutions. Escalates unresolved problems for further attention if necessary.
Ensures operational efficiency of equipment by adhering to established protocols and promptly reporting malfunctions. Promotes supplementary services by identifying
opportunities to enhance customer accounts and
explaining the benefits of new features.
Addresses inquiries by clarifying desired details, conducting research, and providing accurate information.
Satisfies requests by obtaining clear information,
completing necessary actions, and forwarding any
additional inquiries.
Expands knowledge base by actively participating in educational opportunities.
Enhances the reputation of the organization by taking ownership of diverse requests and actively seeking opportunities to add value to job achievements.
Maintains an organized call center database through accurate data entry.
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AWARDS
01/2005 - 07/2005
QUARTERLY AWARD LANGKAWI
• Award for outstanding care for
Guest 1st quarter of Starwood
Hotels Asia Pacific
REFERENCES
MS PATRICIA
IGT Services & Technologies (KL)
Sdn Bhd
Contact : +601********
SUBHASHINI
Telecontinent
Contact : +601********
MR. DAVE
Standard Charted Bank
Contact : +601********
LOUISA ANAK DAWI
Myeg
Contact : +601********
EDWIN LIM
Deromp Marketing (M) Sdn Bhd
Contact : +601********
MYEG
01/2015 -
08/2015
CUSTOMER CARE EXECUTIVE
Job description :
Engage with potential customers through professional phone calls, emails, face-to-face meetings, and walk-ins in order to offer them personalized quotations.
Gather essential information from customers to generate accurate quotations and facilitate the smooth completion of the renewal process.
Guide customers towards making payments for our
quotations, ensuring a successful sale.
Provide exceptional customer service by promptly
addressing any post-sales queries or concerns.
Handle all sales leads provided by the company, as well as actively seek out new leads.
Assist customers in resolving any insurance-related issues and diligently follow up until a satisfactory resolution is achieved.
Handle email correspondence from the helpdesk.
Collaborate with internal departments to ensure a seamless renewal processing experience for our customers.
Strive to meet and exceed monthly sales targets set by management.
Maintain organized records of important documents for future reference, whether in hardcopy or softcopy format such as payment slips.
Participate in company roadshows to promote our brand, while consistently providing accurate quotations and explanations to drive sales growth.
Update knowledge and stay informed about the latest product information to deliver high-quality services and promptly address customer inquiries.
Engage and collaborate with external agencies such as government agencies and insurance companies to enhance customer experiences.
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DEROMP
MARKETING
(M) SDN BHD
08/2011 -
07/2014
DISC JOCKEY
Job description :
Maintains and enhances the websites of their radio stations.
Ensures seamless program operations, intermittently engaging with the audience in real-time.
Participates in a diverse range of promotional activities.
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SHERATON
LANGKAWI
BEACH RESORT
LANGKAWI
01/2004 -
08/2009
HEAD OF BARTENDER
Job description :
Track record of completing beverage orders in a prompt manner, mixed cocktails to the customer's satisfaction. Interact with the patrons in a welcoming and hospitable manner.
Maintained a spotless, fully stocked bar and kept it organized and supplied with Bar essentials, garnishes, and liquor.
Managed the inventory for the bar as well as placed LBW orders.
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Contact this candidate