Travelling Around World
Brian Darshan
Customer Service Agent
Melaka Tengah, Melaka,04
Summary
Dynamic and results-driven professional with extensive experience at Norwegian Cruise Line, excelling in guest relations and team management. Proven track record of enhancing customer satisfaction through exceptional service and effective conflict management. Adept at upselling and implementing policies that drive revenue growth while fostering a cohesive team environment. Multilingual with strong leadership skills.
Overview
11
11
years of professional experience
6
6
Languages
Work History
Senior Waiter
Norwegian Cruise Line
05.2023 - 03.2024
- Resolved customer concerns promptly and professionally, ensuring a positive dining experience.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Enhanced customer satisfaction by providing efficient and attentive service during busy shifts.
- Mentored junior waitstaff to improve their skills and maintain a high standard of service, resulting in a more cohesive team.
- Coordinated with kitchen staff to ensure timely delivery of orders while maintaining food quality standards.
- Developed strong rapport with regular customers through friendly conversations and attentive service.
- Inspected dishes and utensils for cleanliness.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Provided exceptional wine pairing recommendations that enhanced the guests'' culinary experience.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Assessed customer allergy requirements, advising on suitable choices and communicating specific needs with kitchen teams.
Guest Service Supervisor
Timez Hotel Melaka
Melaka Tengah, Melaka
07.2020 - 01.2023
- Conducted regular team meetings, fostering a positive work environment and open communication among staff members.
- Established strong relationships with local businesses, promoting cross-promotional opportunities and boosting hotel revenue.
- Collaborated with housekeeping staff to ensure clean and comfortable accommodations for guests.
- Spearheaded initiatives to address guest feedback, resulting in continuous improvements in service quality.
- Provided backup support for other departments when necessary which resulted in seamless guest experiences across all areas of the hotel.
- Increased repeat business with exceptional customer service and personalized attention.
- Oversaw front desk operations, ensuring accuracy in reservations, billing procedures, and information updates.
- Streamlined check-in/out processes for improved efficiency and reduced wait times.
- Coordinated with maintenance teams to promptly resolve any reported issues affecting guest comfort or safety.
- Mentored junior staff members on company policies and best practices leading to consistent levels of high-quality service delivery.
- Created memorable experiences for guests by anticipating their needs and going above expectations.
- Developed strategies to consistently exceed guest expectations while maintaining cost-effectiveness of services provided.
- Supported sales efforts by offering upgrades, upsells, and additional services tailored to individual guest preferences.
Outlet Manager
Bistro Let's Go 52
Melaka Tengah, Melaka
01.2018 - 03.2020
- Managed weekly inventory transactions by creating templates to track optimal food and beverage stock.
- Managed financial transactions accurately, reconciling daily sales reports and maintaining organized financial records.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Answered questions about store policies and addressed customer concerns.
- Assessed sales reports to identify and enhance sales performance, support inventory oversight, and capitalize on emerging trends.
- Conducted regular performance reviews, identifying areas of improvement and providing actionable feedback to employees.
- Implemented loss prevention measures to minimize theft incidents while maintaining excellent customer service levels.
- Fostered a positive work environment by promoting teamwork and recognizing employee achievements.
- Multiplied earnings through sales goal achievement, customer service improvements, and commitment to team objectives.
- Assisted in recruiting, hiring and training of team members.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Banquet Senior Supervisor
Avillion Legacy Melaka
Melaka Tengah, Melaka
01.2016 - 02.2018
- Mentored junior staff members in developing their skills and knowledge to excel in their roles, resulting in a more effective team overall.
- Increased repeat business from satisfied clients through proactive follow-ups after events to gather feedback and address any concerns.
- Generated increased revenue through upselling additional services and add-ons to clients during the planning process.
- Reduced equipment downtime by performing regular maintenance checks on banquet facilities and promptly addressing any issues.
- Maximized space utilization by creatively designing floor plans for each event based on specific client requirements.
- Ensured all safety regulations were upheld by implementing strict adherence to food handling guidelines, sanitation practices, and fire prevention measures.
- Developed a high-performing team through regular training, coaching, and performance evaluations to maintain top-quality service standards.
- Established strong rapport with clients by conducting site visits and pre-event meetings to understand their specific needs and preferences better.
- Cultivated strong relationships with vendors and suppliers to ensure timely delivery of products and services at competitive rates.
- Promoted a positive work environment amongst employees through open communication channels and fostering of teamwork.
- Researched and identified new vendors and suppliers to obtain competitive pricing.
- Produced concept plans for high-profile corporate meetings and events.
Customer Service Representative
Dominos Pizza Malaysia Singapore
Shah Alam, Selangor
08.2013 - 12.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
Medical First Aid - Maritime Education & Training
Pelita Academy
Batang Kali, Selangor, Malaysia 04.2001 -
Ship Security Awarness - Maritime Education & Training
Pelita Academy
Batang Kali, Selangor, Malaysia 04.2001 -
Basic Training - Maritime Education & Training
Pelita Academy
Batang Kali, Selangor, Malaysia 04.2001 -
SIJIL KEMAHIRAN 1 - Automotive Engineering
MONTFORT BOYS TOWN
Shah Alam, Selangor, Malaysia 04.2001 -
SIJIL KEMAHIRAN 2 - Automotive Engineering
MONTFORT BOYS TOWN
Shah Alam, Selangor, Malaysia 04.2001 -
Robert Bosch Diesel - Automotive Engineering
MONTFORT BOYS TOWN
Shah Alam, Selangor, Malaysia 04.2001 -
Skills
Multitasking proficiency
Team management
Guest relations
Exceptional communication
Delegation and supervision
Sales and upselling
Brand representation
Decision-making capacity
Strong leadership
Customer service
Implementing policies
Greeting customers
Pentalingual
Improving processes
Conflict management
Front desk operations
Food and beverage knowledge
Computer skills
Interests
Sports
Movies
Muisc
Hobbies
Playing Squash / Badminton
Watching movies
Collecting Cards
Bikes modification
Timeline
Senior Waiter
Norwegian Cruise Line
05.2023 - 03.2024
Guest Service Supervisor
Timez Hotel Melaka
07.2020 - 01.2023
Outlet Manager
Bistro Let's Go 52
01.2018 - 03.2020
Banquet Senior Supervisor
Avillion Legacy Melaka
01.2016 - 02.2018
Customer Service Representative
Dominos Pizza Malaysia Singapore
08.2013 - 12.2015
Medical First Aid - Maritime Education & Training
Pelita Academy
04.2001 -
Ship Security Awarness - Maritime Education & Training
Pelita Academy
04.2001 -
Basic Training - Maritime Education & Training
Pelita Academy
04.2001 -
SIJIL KEMAHIRAN 1 - Automotive Engineering
MONTFORT BOYS TOWN
04.2001 -
SIJIL KEMAHIRAN 2 - Automotive Engineering
MONTFORT BOYS TOWN
04.2001 -
Robert Bosch Diesel - Automotive Engineering
MONTFORT BOYS TOWN
04.2001 -
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