Zakia Naser

Curriculum Vitae

Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. A team player with outgoing, positive demeanor and proven skills in establishing rapport with clients/guests. Takes on multiple simultaneous tasks with excellent time management abilities and optimizing workflow. Accustomed to balancing high-volume inquiries with administrative needs. Remains calm and collected under pressure and works to develop and implement solutions. Articulate, energetic, patient and results-oriented with willingness to learn new things in any aspect. Work History

2019-07 - 2020-09 Guest Relations Officer

HomeTeamNS, Balestier Clubhouse

Welcomed guests to establishment and maintained pleasant, friendly and professional demeanor at all times, gathered nature of visit and directed to desired location.

Answered guest inquiries and provided information regarding the clubhouse's membership details, amenities, events and services. Provided guest assistance, including recommendations and alternatives. Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.

Assisted guests with check-ins, account inquiries and any additional services needed.

Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.

Answered calls, took messages and transferred calls to appropriate individuals. Sorted, received and distributed mail correspondence between departments and personnel.

Remained calm during periods of high volume or unusual events to maintain operating standards and set positive example for team. Assisted with training and orientation of new employees. 2018-07 - 2019-03 Receptionist

Autodesk

Greeted customers and visitors in-person and via telephone calls. Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information and transfer calls to best-qualified Singapore, 752351

+65 8612 7051

adilw1@r.postjobfree.com

department.

Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.

Prepared packages for shipment, pickup and courier services for prompt delivery to customers.

Scheduled office meetings and client appointments. Kept reception area clean and neat to give visitors positive first impression. Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.

2017-11 - 2018-07 Floor Staff

Drinks & Co

Greeted and maintained relationships with regular customers. Took customer orders and capitalized on opportunities to sell special beverage and food options.

Upsold daily specials and beverage promotions to exceed daily sales goals. Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.

Restocked, arranged and organized merchandise in front lanes to drive product sales.

Counted cash in register drawer at beginning and end of shift. Processed POS transactions, including checks, cash and credit purchases or refunds.

Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.

2014-09 - 2015-04 Intern

Intercruises Port Side & Services

Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills. Informed passengers of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.

Learned about passports, visa issues and the ship' itinerary, rules and regulations.

Verified identification and travel documents to efficiently board passengers for on-time departure.

Prepare pre-departure and post-departure reports and passenger manifests. Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.

Loaded/off-loaded passengers' baggage by collecting, sorting and checking baggage tags against manifest.

Trained staff on operating procedures and company services. Processed part-timer's salary on Microsoft Excel.

2014-06 - 2014-06 Intern

KidZania KL, Kuala Lumpur

Prepared children aged 4-12 years old for their role-play by showing them the steps.

Encouraged children to be understanding of and patient with others. Communicated openly with children's parents about daily activities and behaviors.

Sang and danced as part of creative ensembles and troupes for dramatic and comedic performances.

Education

2014-04 - 2016-04 Higher Nitec : Passenger Services ITE College Central - Ang Mo Kio

Modules include: Business Environment, Service Excellence, Event Administration and Operations, Principles of Marketing, Essentials of Communication, Passenger Handling Operations, Travel Industry and Geography, Information Technology, Corporate Image and Etiquette. Graded A for Internship Programme.

Participated in various inter-class sports competitions. 2013-01 - 2013-12 Nitec: Service Skills (Office)

ITE College Central - Ang Mo Kio

Modules include: Business Event Organization, Customer Service, Principles of Office Administration, Fundamentals of Communication. Member of the Cheerleading Team.

N Levels

Naval Base Secondary School - Khatib

Subjects include: English, Malay, Mathematics, Combined Sciences(Physics/Chemistry), Art, Combined Humanities (Social studies/History). Member of the Netball team and participated in various school competitions. Member of the Dance team. Performed during school events. Certifications

HIGHER NITEC IN PASSENGER SERVICES

NITEC IN SERVICE SKILLS (OFFICE)

N LEVELS

LIVING WELL MATTERS : EMBRACING WORK LIFE HARMONY

CUSTOMER COMMUNICATION SKILLS TO DRIVE SERVICE EXCELLENCE Skills

Microsoft Office

Information Technology

Guest communication

Guest check-in

CRM system

Professional telephone demeanor

Staff education and training

Complaint resolution

Security awareness

Documentation and reporting

Organization skills

Administrative support

Sorting and labeling

Time management

Database administration

Languages

English

Malay

Mandarin

Hobbies

I like to read during my free time. Favorite genre of movies include science fiction and horror.

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