SECRETARY
Resume:
Resume
Name: Chia Li Yun (Carmen)
Contact Info
Address : MT 58, Taman Sinn 4, Ujong Pasir, 75450 Melaka. Mobile No. : 017-*******
Email Address : ***********@*****.***
Personal Particulars
Age: 38
Date of Birth: 11th February 1982
Nationality: Malaysia
Gender: Female
Race: Chinese
IC No.:820***-**-****
Marital Status: Married, 1 child
Educational Background
1) Highest Education
Level: Certificate
Field of Study: Hotel Management in Front Office, Housekeeping Institute / University: RHT
Graduation Date: Aug 2002
2) Second Highest Education
Level: SPM
Secondary School: Sekolah Menengah Perempuan Methodist Graduation Date: Nov 2000
2
Employee History
FIRST
Company Name : Riviera Bay Resort (Formerly known as Everly Hotel Melaka. Position Title : Receptionist, Reservation Assistant
: Sales & Marketing Assistant (Indoor)
: Customer Service Supervisor
Specialization : Front Office
Industry : Hotel Industry
Salary : RM 1800
Date Joined : May 2003 – end Of May 2005
Work Descriptions:
Handle check in and check out guest
Handle reservation inquiries
Handle complaint and inquiries from hotel guest
Handle in Housekeeping task upon insufficient staffs in Housekeeping. SECOND
Company Name : Melilea (M) Sdn Bhd
Position Title : Receptionist
: Sales & Marketing Assistant (Indoor)
: Customer Service Supervisor
Specialization : Organise Event / Training / Handle call & customer Service Industry : MLM Company
Salary : RM 2000
Date Joined : June 2005 – end Of June 2009
Work Description
Position title: Receptionist
Handle incoming call.
Transferring call
Statistic Phone Report
Handle incoming customer
Handle incoming parcel and courier service
Handle incoming guest
Position Tittle: Sales & Marketing Assistant (Indoor)
Prepare, organize and execute training programs for Distributors, HQ, and Branches.
Identifying the appropriate training needs for training plan.
Work within allocated timeframe and due date
Continuously learning and developing to provide better training quality.
Continuous evaluation on trainings conducted to seek improvement
Human capital development and improvement
Liaise with external training consultants for course arrangement
To work in line with company visions and missions.
Organize indoor training & outdoor training.
Organize event and report analysis.
Liaise with hotels of company functions.
Prepare action diary (Monthly activities) of every branch and region
Coordinate with the directors and distributors
3
A. Events Organise
Always the main coordinator for every event.
Always call to liaise with Hotel of the venue reservation and needs.
Prepare the event materials.
Prepare, track and manage budget for certain events.
Planning & organize event.
Liaise with Hotel all the event flow.
Support in external activities such as reseller trainings and road shows
Supportive in Marketing and Business Development activities B. Crown Star Handling Team
To provide a VIP service to Company Top Distributors to ensure the enquiries and complaints are handled diligently and effectively.
Communicate and coordinate with respective department for ongoing feedback and immediate resolution.
Build rapport with distributors.
Position Title : Customer Service Supervisor (Indoor)
Provide personalized service to phone in or walk in enquiries and feedback from customer.
Provide immediate attention to distributors’ problems and follow up with resolution.
Develop and manage a team of Customer Service Officers (including Indonesia).
Manage daily department operations and service efficiently
To ensure the customer enquiries and complaints are handled diligently and effectively
Coach and develop team members and provide ongoing feedback and recognition
Manage team and individual performances against objectives
Meet customer needs by ensuring that escalations and complaints are handled in an appropriate and prompt manner
To provide customers' feedback and information to the respective department for service and production improvement.
Build rapport with and relate to wide range of people, including colleagues, customers and business partners
Involve in various surveys and programmes initiated by the Department.
Participate in project initiatives to improve efficiency and productivity of the Department.
4
Function / Event involved from June 2005 - 2009
No Function/ Event Position / Main Committee Year
1 New Product Road show &Builders Training Main Coordinator 2007 2 Star Leaders Business Builders’ Training Main Coordinator 2007 3 Product Launching Program Head 2007
4 Lea Mind Road Show Product Consultant 2007
5 Indonesia 1st Anniversary and Celebration
Registration and Crown Star
Handling Leader 2006
6 2006 Melilea 4th Anniversary and Celebration Registration Leaders 2006 7 2006 Melilea Luncheon Celebration Program Assistant 2006 8 Stay Young And Rich Seminar Assistant Main Coordinator 2006 9 2005 Melilea 3rd Anniversary and Celebration Sub Coordinator, Program 2005 10 KPDN KLCC Exhibition Assistant Main Coordinator, 2005 11
2005 Melilea Tour Seminar Incentive, Seoul
Korea Assistant Main Coordinator 2005
12 Chinese New Year Open House Program Leader 2005 13 New Product Launching (Singapore) Program 2005
14 New Product Launching (KL) Program / Model 2005 15
Hari Raya Open House Decoration Team Leader 2005
16
Melilea E-Nail Road Show (Penang, KL &
Melaka)
Product Briefing, Model
Product Demo 2005
17
2004 Melilea 2nd Anniversary and Celebration
Registration and
Ticketing Team Leader 2005
18 2004 Staff Annual Dinner Lucky Draw Team Member 2005 19 Director Recognition (Region of KL) Registration and Ticketing Team Leader 2005
20 Director Recognition (Region of JB) Registration and Ticketing Asst Team Leader 2005
21 Chinese New Year Open House Program Leaders 2005 22
Beauty Counsellor Course Main Coordinator 2005
23 Beauty Counsellor Course
-Registration Counter
-Inquiry Counter
- Material -
24 Star Manager Seminar
- Registration Counter Team Leader
- Enquiry Counter Team Leader
-Main Coordinator
- Usherer
- Stage Usherer
- Material -
25 Stay Young and Rich Seminar
- Registration Counter Team Leader
- Enquiry Counter Team Leader
- Material
- Rooming List -
26
2003 Melilea Annual Anniversary and
Celebration.
- Registration Counter Team Leader
- Stage Usherer
- Program
2003
5
THIRD
Company Name : Goodearth Resources Sdn Bhd
Position Tittle : Sales & Admin Coordinator
Specialization : Indoor Sales
Industry : Fertilizers (Agriculture)
Salary : RM 2100.00
Date Joined : July 2009 till end of Nov 2010
Work Despritions : Handle Incoming calls & Inquiry from Customer Issued Invoice in & out
Handle logistic such as stock transferring from a place Prepare schedule for boss
Basic of account job (A-Plus system)
REASON OF LEAVING: Back to Hotel Industry (Malacca) & better exposure. FOUR
Company Name : Philea Resort & Spa, Ayer Keroh
Star Rating : 5 Star
Position Tittle : Secretary cum Administrative Exec Specialization : Admin
Industry : Hotel Industry
Salary : RM 3295.00 Nett
Date Joined : 03 Jan 2011 till September 2015
Reason of leaving : Looking for better exposure.
Work Descriptions
As a linkage communication between Head Quarters Administration Department and the Resort.
Build good relationship and understanding with local authority.
Handle any other administrative matters from time to time.
Work closely with his subordinates and other departments. Able to extend lateral service to other departments that required help.
Undertake all such responsibilities and other duties as deemed to be within the scope of my position and as determine by the Management from time to time.
Build a conductive working environment & communication among team members.
Ensure information& Polities are properly communicated down.
Compilation and analysis of operational / summary reports.
Work closely with all departments to achieve impact on implementation of any projects.
Interface with other managers to determine customer quality related matters.
Deploy knowledge management strategies to capture minimum competencies and sharing of improvement ideas, thus creating the learning environment for the department and to promote self-development.
Undertake any other duties and responsibilities as assigned by immediate superior.
Ensure Daily Morning Briefing Minute deliver to all respective departments.
Arrange flight schedules and accommodation
Helps General Manager to arrange meeting schedules. 6
FIFTH
Company Name : Melaka Wonderland Sdn Bhd
Position Tittle : CEO’s Secretary
Specialization : Admin
Industry : Theme Park
Salary : RM 4000
Date Joined : 01 Oct 2015 till June 2016
Reason of leaving : Looking for better exposure.
Work Descriptions
Comparison figures report for the Hospitality Group. (MZNS, Bird Park, Zoo, Melaka Wildlife, RC Hotel and Bistro Year 1673)
Monitoring all HR reports for CEO such as staff’s attendance, MC and annual leaves report.
Monitoring sales reports of the Hospitality Groups.
Arrange contracts for Vendor/Suppliers.
Handle Budget for all Hospitality groups.
Monitoring closely and update of the CEO’s email and update by whatsapp.
As a linkage communication between Head Quarters Administration Department and the Resort.
Build good relationship and understanding with local authority.
Handle any other administrative matters from time to time.
Work closely with his subordinates and other departments. Able to extend lateral service to other departments that required help.
Undertake all such responsibilities and other duties as deemed to be within the scope of my position and as determine by the Management from time to time.
Build a conductive working environment & communication among team members.
Ensure information& Polities are properly communicated down.
Compilation and analysis of operational / summary reports.
Work closely with all departments to achieve impact on implementation of any projects.
Interface with other managers to determine customer quality related matters.
Deploy knowledge management strategies to capture minimum competencies and sharing of improvement ideas, thus creating the learning environment for the department and to promote self-development.
Undertake any other duties and responsibilities as assigned by my immediate superior.
Ensure Daily Morning Briefing Minute deliver to all respective departments.
Arrange flight schedules and accommodation
Helps CEO to arrange meeting schedules.
7
SIX
Company Name : Taipan Hotel,Melaka.
Position Tittle : PA to General Manager
Specialization : Admin
Industry : Hotel Industry
Salary : RM 3200.00
Date Joined : 07th July 2016 till March 2017
Reason of leaving : Looking for better exposure.
Work Descriptions
Monitoring all HR reports for GM such as staff’s attendance, MC and annual leaves report.
Arrange contracts for Vendor/Suppliers.
As a linkage communication between Head Quarters Administration Department and the Resort.
Build good relationship and understanding with local authority.
Handle any other administrative matters from time to time.
Work closely with his subordinates and other departments. Able to extend lateral service to other departments that required help.
Undertake all such responsibilities and other duties as deemed to be within the scope of my position and as determine by the Management from time to time.
Build a conductive working environment & communication among team members.
Ensure information& Polities are properly communicated down.
Compilation and analysis of operational / summary reports.
Work closely with all departments to achieve impact on implementation of any projects.
Interface with other managers to determine customer quality related matters.
Deploy knowledge management strategies to capture minimum competencies and sharing of improvement ideas, thus creating the learning environment for the department and to promote self-development.
Undertake any other duties and responsibilities as assigned by my immediate superior.
Ensure Daily Morning Briefing Minute deliver to all respective departments.
Arrange flight schedules and accommodation
Helps GM to arrange meeting schedules.
8
SEVEN
Company Name : 1673 Tour Management Sdn Bhd
Position Tittle : Operation Manager
Specialization : Coordination
Industry : Tourism
Salary : RM 3000.00
Date Joined : 22nd May 2017 end of December 2018
Reason of leaving : Preferable stable working hour and office job Work Descriptions
Pioneer of the company and setup the all related coordination.
Be the main contact person between the potential client and the company.
Create company profile in A5 size booklet, such as insert all the places of interest information and photos.
Create sales packages for new product (Cheng Ho Cruise).
Sales proposal created for Travel Agencies in order for them to promote to China Region.
Build good relationship with all the travel agencies, retailers and places of interest.
Product demonstration to all retailers, travel agencies and places of interest.
Able to handle new ticketing software system smoothly.
Able to look for the best combination of quality, prices, payment terms and delivery speed.
Able to create SOP (Process Roll) for operation team to follow.
Handling inquiries of all products and bookings, invoicing and issuing of QR code tickets.
Ensure all necessary steps are being taken from the inquiry, booking, and execution to evaluation of the tour.
Act as liaison between the office and the field staff (Cruise Captain, guides and freelances)
Work in complete cooperation with the rest of the office team (reservation, account and directors)
9
EIGHT
Current Employment
Company Name : Hatten Group
Position Tittle : Secretary to Chief Officer, CEO
Specialization : Coordination, Admin
Industry : Retail, Properties
Salary : RM 2800.00
Date Joined : 01st January 2018 till 01/11/2019
Reason of leaving : Management not stable
Work Descriptions
As a linkage communication between Head Quarters Administration Department and the Resort.
Monitoring staff attendance.
Ensure all pantry items such as beverages items are being stock up.
Build good relationship and understanding with local authority.
Handle any other administrative matters from time to time.
Work closely with her subordinates and other departments. Able to extend lateral service to other departments that required help.
Undertake all such responsibilities and other duties as deemed to be within the scope of my position and as determine by the Management from time to time.
Build a conductive working environment & communication among team members.
Ensure information& Polities are properly communicated down.
Compilation and analysis of operational / summary reports.
Work closely with all departments to achieve impact on implementation of any projects.
Deploy knowledge management strategies to capture minimum competencies and sharing of improvement ideas, thus creating the learning environment for the department and to promote self-development.
Undertake any other duties and responsibilities as assigned by my immediate superior.
Ensure Monthly Morning Departmental Minute deliver to all respective departments.
Arrange flight schedules and accommodation.
Helps Chief Officer, CEO/General Manager to arrange meeting schedules. Languages
Proficiency (0=Poor - 10=Excellent)
Language Spoken Written
Chinese 9 9
English 8 7
Bahasa Malaysia 9 7
Cantonese 8 8
Hokkien 9 -
Additional Info
Interpersonal Traits and Attitude:
1. Highly motivated, proactive and well organized
2. Team player with excellent interpersonal and communication skills 3. Computer literate and possess working knowledge of software 4. Strong sense of responsibility.
5. Ability to maintain composure under pressure and work in a fast-paced environment. 6. Independent, and able to multi-task
7. Charming personality and friendly
8. Looking forward to accept challenge
9. Problem-seeker and problem solver
10. Steady and calm personality
10
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