Zendesk
Anushah Gopinath
Assistant Front Office Manager
Ampang,Selangor
Summary
With 15 years of experience in administration support, hotel management, and call center operations, I have developed strong skills in customer service, office management, and problem-solving. I am proficient in Zendesk, CRM systems, Salesforce, and Microsoft Office (Excel, Word, and PowerPoint). Additionally, I have a typing speed of 42 words per minute, ensuring efficient communication and data entry. My diverse background allows me to effectively handle a variety of administrative tasks, while maintaining a focus on customer satisfaction and operational efficiency.
Overview
20
20
years of professional experience
4
4
Languages
Work History
Assistant Manager
Sovotel Malaysia Sdn Bhd
07.2023 - 07.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
Sales Business Development Executive
Maxis Centre KLCC
12.2022 - 05.2023
- Identified areas for process improvement within the sales cycle, implementing changes that resulted in shorter lead times and higher conversion rates.
- Exceeded quarterly targets consistently by prioritizing high-value accounts and employing strategic selling tactics.
- Implemented effective sales training programs for team members, enhancing their skills in selling techniques, negotiation, and relationship building.
- Worked closely with sales management to develop accurate forecasts and establish realistic sales targets for the team.
Customer Experience Executive
Manpower Staffing Agency
05.2019 - 08.2021
- Built customer confidence by actively listening to concerns and giving resolutions.
- Reduced customer complaints by proactively identifying issues and implementing targeted solutions.
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
- Established a customer feedback system, allowing for continuous improvement in service delivery.
- Kept current on market and product trends to appropriately answer customer questions.
- Managed high-profile client accounts, ensuring consistent delivery of exceptional service levels.
Senior Consultant
Raisez 1M Building Trading
09.2016 - 04.2019
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Prioritized projects and project tasks depending upon key milestones and deadline dates.
- Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
- Collaborated with internal teams to develop customized solutions that addressed unique client needs.
- Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
- Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
Telemarketing Manager
Sky Enigma Sdn Bhd
10.2012 - 08.2016
- Managed budgets for the telemarketing department, ensuring cost-effective allocation of resources without compromising results.
- Implemented data-driven sales strategies to optimize call center operations and increase overall revenue.
- Analyzed market trends to develop targeted outreach efforts for potential clients, leading to increased lead generation.
- Conducted regular performance evaluations for staff members, identifying strengths and areas for improvement.
- Addressed any customer complaints or issues in a timely manner, ensuring resolutions were satisfactory for all parties involved.
- Facilitated open lines of communication between team members, promoting collaboration and problem-solving abilities among staff members.
- Developed and executed successful training programs for new hires, resulting in higher retention rates.
- Managed a team of telemarketers, ensuring high performance through effective coaching and guidance.
Guest Service Officer
Hyatt Regency
10.2004 - 05.2011
- Handled guest complaints with professionalism, working to find satisfactory resolutions in a timely manner.
- Contributed to revenue growth by identifying opportunities for upselling additional services during the booking process or at check-in/check-out times.
- Assisted guests by furnishing information and directions to casino, gift shop, and dining areas.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Maintained detailed records of guest reservations, preferences, and special requests to personalize their stay.
- Implemented training programs for new Guest Service Officers to familiarize them with hotel policies and procedures.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Provided accurate information on hotel amenities, local attractions, and transportation options for guests'' convenience.
- Supported sales efforts by proactively upselling room types, packages, and additional services during the reservation process.
- Monitored inventory levels of front desk supplies, placing orders as necessary to maintain optimal stock levels.
- Managed concierge services, making arrangements for dining, entertainment, and travel as requested by guests.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness.
Education
Master Of Business Administration - Business Administration And Management
Kolej Teknologi Antarabangsa Cybernetics
Kuala Lumpur11.2022
Diploma - Business Administration And Management
Kolej Teknologi Cybernetics Antarabangsa
Kuala Lumpur11.2021
Skills
Training
Software
CRM
Salesforce
Microsoft Power Point, Excel and Words
Timeline
Assistant Manager
Sovotel Malaysia Sdn Bhd
07.2023 - 07.2024
Sales Business Development Executive
Maxis Centre KLCC
12.2022 - 05.2023
Customer Experience Executive
Manpower Staffing Agency
05.2019 - 08.2021
Senior Consultant
Raisez 1M Building Trading
09.2016 - 04.2019
Telemarketing Manager
Sky Enigma Sdn Bhd
10.2012 - 08.2016
Guest Service Officer
Hyatt Regency
10.2004 - 05.2011
Master Of Business Administration - Business Administration And Management
Kolej Teknologi Antarabangsa Cybernetics
Diploma - Business Administration And Management
Kolej Teknologi Cybernetics Antarabangsa
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