Amrit Kaur
Ampang
Summary
As a seasoned customer service professional with four years of industry experience, I have primarily focused on enhancing customer experiences and mastering problem-solving techniques. I maintain a proactive approach to personal and professional development, continuously seeking opportunities to acquire new skills and refine existing ones. My commitment to ongoing improvement is driven by my desire to better serve the company and exceed customer expectations.
Overview
11
11
years of professional experience
Work History
Customer Service Executive
Shangri-La
02.2024 - Current
- Responding to incoming calls and emails from customers who have questions about reservations, including availability, rates, and amenities or addressing billing discrepancies, room preferences, or other issues that may arise before, during, or after a customer's stay.
- Assisting customers in making and modifying reservations according to their preferences and needs. This involves accurately inputting customer information into the reservation system and processing payments securely.
- Offering detailed information about Shangri-La properties worldwide, including locations, facilities, services, and special promotions, to help customers make informed decisions.
- Identifying opportunities to upsell or cross-sell additional services or amenities to customers, such as room upgrades, dining packages, or spa treatments, to enhance their stay and increase revenue for the company.
VIP Customer Service Executive
COWAY
10.2017 - 03.2019
- Maintain customer accounts by recording account information and creating monthly report.
- Prepare product or service reports by collecting and analyzing customer information.
- Resolve product or service problems by clarifying the customer’s complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting resolution.
- Resolve customer complaints via phone, email, mail or social media (Live Chat).
Operations Officer
BridgesKnowle Events (M) SDN BHD
07.2016 - 03.2017
- To assist the Events Team on event operation matters like planning of the venue and vendor coordination.
- To help manage pre and post events matters such as preparation of the logistics of the event and also other materials such as notes, tags & certificates. After the event reporting back the feedback to my superior.
- Customer relation officer when I was assigned to be onsite at the event. My responsibilities were to ensure the event runs smoothly and to distribute the participant's certificate and free publications.
- Liase with hotels and other suppliers such as getting quotations and comparing quotations, negotiating on the terms and evaluation.
Collection Officer
RHB Bank Berhad
11.2014 - 07.2016
- Accountable for contacting customers to collect or prompt payment for outstanding bills, loans, or other financial obligations.
- Update payment records once the customer has made the due payment.
- Engage in negotiations with customers regarding overdue payments, ensuring that payments are settled before or on the scheduled due date.
- Make outbound calls to remind customers of pending payments, working towards meeting both individual and group targets.
Education
Bachelor of Arts Honour - Teaching English as a Second Language
Quest International University Perak
10.2023
Foundation - Arts
Quest International University Perak
04.2020
Skills
- Copywriting
- Customer Service
- Computer Skills
- Communication
- Organizational skills
- Problem solving
- Attention to details
- Fluent in English
References
Shantana, Team Leader, 016-902 1924, RHB Bank
Timeline
Customer Service Executive
Shangri-La
02.2024 - Current
VIP Customer Service Executive
COWAY
10.2017 - 03.2019
Operations Officer
BridgesKnowle Events (M) SDN BHD
07.2016 - 03.2017
Collection Officer
RHB Bank Berhad
11.2014 - 07.2016
Bachelor of Arts Honour - Teaching English as a Second Language
Quest International University Perak
Foundation - Arts
Quest International University Perak
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