Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, Malaysia
12-2014

Pre-university

SMK KAJANG UTAMA
Kajang, Selangor, Malaysia
12-2016

Pre-university

KAJANG HIGH SCHOOL
Kajang, Selangor, Malaysia
12-2017

Skills

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

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