AUDREY LIONG SUET ENG
GUEST SERVICE OFFICER
Bandar Baru Bangi,43650
Summary
Adaptable and customer-focused professional with experience at Genting Malaysia Berhad. Skilled in guest service, problem-solving, and maintaining customer satisfaction. Able to work well in fast-paced environments and support team efforts. Proficient in Microsoft Word, Excel, and PowerPoint, with a keen eye for detail in data entry.
Languages: Fluent in English, Malay, Mandarin, Cantonese; basic in Indonesian, Hokkien, and Hakka.
Overview
9
9
years of professional experience
Work History
Sales Assistant
Living Cabin Sdn Bhd
11.2015 - 08.2016
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Increased sales by building strong customer relationships and providing excellent service.
- Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Listened to customer needs and desires to identify and recommend optimal products.
- Helped customers locate products and checked store system for merchandise at other sites.
Sales Advisor
GT Gadget & Tech
09.2016 - 04.2017
- Increased sales by offering advice on purchases and promoting additional products.
- Listened to customer details and offered matching solutions to meet wide range of requirements.
- Collaborated with team members to achieve monthly sales goals and improve overall performance.
- Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels.
- Participated actively in weekly sales meetings, sharing insights from personal experiences that contributed to team success.
- Provided expert product knowledge to customers, leading to informed purchasing decisions and increased satisfaction levels.
Slot Attendant
Genting Malaysia Berhad
05.2017 - 02.2018
- Troubleshot machine malfunctions and diagnosed root causes.
- Reduced downtime of popular machines through proactive preventative maintenance checks and swift response times when repairs were required.
- Educated guests on gameplay rules, betting procedures, and payout structures, enhancing their overall enjoyment of the casino atmosphere.
- Provided timely support to other departments as needed, fostering positive working relationships across the casino property.
- Assisted in increasing casino revenue by monitoring and reporting machine performance, identifying potential maintenance needs.
- Maintained a safe environment for all guests by quickly addressing any hazards or safety concerns in the gaming area.
Slot Telemarketer
GENTING MALAYSIA BERHAD
03.2018 - 04.2019
- Followed up with customers to solicit further sales.
- Generated new leads through targeted cold calling efforts, expanding the company''s client base.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Maintained accurate records of customer interactions, ensuring timely follow-up on leads and potential sales opportunities.
- Enhanced customer engagement through personalized call scripts, leading to increased interest in products.
- Completed daily and weekly sales reporting using assigned tools.
Marketing Telephone Operator
GENTING MALAYSIA BERHAD
05.2019 - 08.2024
- Collaborated with team members to ensure seamless coordination of customer service efforts across all channels of communication.
- Promoted company values by delivering exceptional customer service in every interaction with both internal and external clients.
- Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks simultaneously.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Connected callers with appropriate professional, department, or business.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Assisted callers with inquiries, providing accurate information about products, services, or company policies.
- Provided bilingual support, expanding company's reach to non-English speaking customers.
- Supported marketing campaigns by informing customers of new products and promotions during calls.
- Assisted in training new staff on call handling procedures, elevating overall team performance.
- Adapted to new technologies and systems quickly, maintaining high service standards.
Marketing Guest Service Assistant
Genting Malaysia Berhad
09.2024 - Current
- Communicated effectively with team members to guarantee smooth operations during high-volume periods.
- Trained new Guest Service Assistants on company protocols and best practices, fostering an environment of continuous improvement within the team.
- Managed reservation system updates accurately, preventing double bookings or other discrepancies.
- Coordinated with housekeeping staff to ensure timely room availability for early arrivals or late checkouts.
- Assisted guests with special requests, ensuring their needs were met promptly and accurately.
- Maintained clean and organized front desk area, creating a pleasant first impression for arriving guests.
- Facilitated clear communication between different departments to optimize overall guest service quality.
- Processed payments securely while adhering to company policies regarding credit card transactions and cash handling procedures.
- Conducted regular inventory checks of supplies, placing orders when necessary to avoid stockouts or shortages that could impact service levels.
- Maintained high level of professionalism and discretion when dealing with guests.
- Provided personalized recommendations for local attractions, promoting positive guest experiences outside of the establishment.
- Developed strong relationships with repeat customers by remembering preferences and anticipating their needs.
Education
Secondary Education
SMK BANDAR BARU BANGI
Bandar Baru Bangi, Selangor, Malaysia12-2014
Pre-university
SMK KAJANG UTAMA
Kajang, Selangor, Malaysia12-2016
Pre-university
KAJANG HIGH SCHOOL
Kajang, Selangor, Malaysia12-2017
Skills
Personal grooming
Payment processing
Documentation and reporting
Verbal and written communication
Data inputting
Data entry proficiency
Customer service
Reservation management
Complaint handling
Guest relations
Microsoft office
Personal grooming
Timeline
Marketing Guest Service Assistant
Genting Malaysia Berhad
09.2024 - Current
Marketing Telephone Operator
GENTING MALAYSIA BERHAD
05.2019 - 08.2024
Slot Telemarketer
GENTING MALAYSIA BERHAD
03.2018 - 04.2019
Slot Attendant
Genting Malaysia Berhad
05.2017 - 02.2018
Sales Advisor
GT Gadget & Tech
09.2016 - 04.2017
Sales Assistant
Living Cabin Sdn Bhd
11.2015 - 08.2016
Secondary Education
SMK BANDAR BARU BANGI
Pre-university
SMK KAJANG UTAMA
Pre-university
KAJANG HIGH SCHOOL