NUR QHAIRUNNISA RAZALI

A-*A-** Zeva Residence

Taman Pinggiran Putra

*****, ********, ********

+601********

adjpm6@r.postjobfree.com

Experience call centre agent who can efficiently process a large volume calls in a day. Adept in computer database programs offering exceptional customer service and retaining disgruntled guest who have issue with the hotel’s product. Specialize in handling angry guest & large amount of calls daily

Familiar with system that we use daily which is e-Connect to send task to runner, Opera,ONQ,Respak to do restaurant reservation, Micros to fire in room dining order, Unicorn to bar phone line, Voicemail to set & monitor wakeup call for guest & Ibhan which is basic internet trouble shooting and Opera.

Education

Certificate in English

Institute Generasi Kuala Lumpur,

Malaysia.

Graduated: 2004

High School

Sekolah Menengah Kebangsaan Seri Balik Pulau,

Penang, Malaysia.

Graduated: November 2003

Major in Science Stream

Employment History

Guest Service Centre

Banyan Tree Hotel Kuala Lumpur & Pavilion Hotel Kuala Lumpur May 2018 - June 2020

● Answering calls

● Handling in room dining orders

● Provide training for new joiners

● Create SOP (new property)

● Send daily report to Front Office Manager

MCCA (MAGIC Call Centre Agent)

Hilton Hotel Kuala Lumpur, Kuala Lumpur Federal Territory of Kuala Lumpur, Malaysia August 2014 – Sept 2017

●Answering calls with correct verbiage, Phone ethics, Transferring calls & Handling loan

& boutique items

● Do cashiering for In Room Dining

●System ONQ,e-connect,Unicorn,Respak,Tableapps,Voicemail for wakeup call and Micros for In Room Dining Order,Ibhan for Internet support

●General info about hotel

● Side duties - Traces,Laundry,VIP amenities,Fax,message & Parcel for guest Assistant Store Manager

Starbucks Coffee Company, Kuala Lumpur Federal Territory of Kuala Lumpur, Malaysia September 2008 - November 2013

● Build relationships with customers and deliver excellent customer service by engaging and connecting with them and responding to their needs

●Support staff and ensure the required Starbucks training is delivered to enable them to be accountable for delivering excellent customer service

● Monitor and coach standards

● Follow operational policies and procedures, including cash handling,

● Security and health and safety. Follow all cash management and cash register policy duties, ensure proper cash management practices are followed by the shift team

Commis 2

Holiday Inn Hotel Malacca, Malaysia

Nov 2006 - Jan 2008

● Preparation for buffet

● Clear buffet section

● Outside catering

Hobbies and Interest

Shopping

Food

Travel

Hiking

Trekking

Swimming

Coffee

Pets

Photography

Music

Movie

Skills

Multitasking

Problem Solving

Self-Confidence

Handling Pressure

Strong Work Ethic

Adaptability

Team Leadership

Customer Service

Language

Malay

Speak: Native

Read: Native

Write: Native

English

Speak: Fluent

Read: Fluent

Write: Fluent

Reference

• Remco Rademaker

Front Office Manager Banyan Tree Hotel Kuala Lumpur

+601********

• Nurul Hidaya Azrinee

Guest Service Supervisor Banyan Tree Hotel Kuala Lumpur

+601********

• Raidatul Suhana

Guest Service Supervisor Pavilion Hotel Kuala Lumpur

+601********

Contact this candidate