Cheng Ting Felicia Lim

Alpha Iota | 2023 – Present

• Monitor and evaluate customer service interactions to ensure adherence to quality standards and protocols.
• Provide actionable feedback to customer service agents to improve performance and customer satisfaction.
• Identify trends and recommend process improvements to enhance overall service quality.
• Collaborate with management to design and implement training programs for agents.

Alpha Iota (E-commerce Company) | 2022 – 2023

• Assisted customers with inquiries, complaints, and order-related issues via multiple communication channels.
• Maintained a high customer satisfaction rate through effective communication and problem-solving.
• Documented and reported recurring issues to streamline processes and enhance user experience.

• Managed daily operations and ensured smooth workflow across departments.
• Supervised staff performance, provided guidance, and resolved workplace challenges.
• Coordinated with upper management to execute business strategies and achieve objectives.

• Delivered excellent in-flight customer service to ensure passenger safety and satisfaction.
• Conducted safety briefings, assisted passengers during emergencies, and maintained compliance with aviation regulations.
• Promoted brand image and maintained professionalism throughout all interactions.

• Provided superior hospitality and ensured passenger comfort during domestic and international flights.
• Handled in-flight issues and emergencies with efficiency and composure.

• Delivered high-quality customer service to passengers while ensuring adherence to airline policies.
• Assisted in boarding, disembarking, and addressing passenger inquiries during flights.
• Supported crew members in maintaining a safe and efficient cabin environment.