INTAN SALWANI BINTI SULIMAN
Malaysia,Selangor
Summary
Flexible customer services representative offering great 8 years in resolving customers concerns and enquiries. Versed accurately in documenting emails details and follow up with passengers. Committed to provide helpful answers and relevant information to retain loyal customers. Friendly and efficient service officer devoted to maximizing customers' satisfaction with exceptional service and support. Knowledgeable about airlines, countries' restrictions and requirements, as well as aviation standards with strong skills to provide effective problem solving.
Overview
9
9
years of professional experience
Work History
CUSTOMER SERVICES OFFICER
SINGAPORE AIRLINES LIMITED
10.2017 - 08.2022
- Resolve passengers' complaints in professional manners while prioritizing their satisfaction.
- Respond to passengers' inquiries thoroughly specifically regarding airlines and travel regulations in aviation industry.
- To seek verification of legitimate and sufficient travel documents, clearances, certificates or approval from relevant authorities.
- Represent quality and ethical image of empathy but stern to solid decisions.
- Expertise in TIMATIC, Althea CM, FM and Althea Reservation Desktop (Ticketing).
- Experienced in resolving issues at counter check in, departure gate and baggage matters on arrival.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Supported colleagues during periods of high demand or staff shortages, displaying a strong teamwork mentality.
- Participated in ongoing professional development opportunities aimed at enhancing skills pertinent to the role of Customer Services Officer.
CUSTOMER SERVICES OFFICER
POS AVIATION SDN BHD
10.2014 - 10.2017
- GHA for respectives airlines such as SIA and Silk Air.
- Handle customers' relation issues in gracious manners in accordance with company's policies as service provider.
- Documented passengers' inquiries and comments thoroughly and quickly.
- Develop reputation as an efficient service provider with high level of accuracy.
- Maintain good relationship with SIA representatives for better work process in daily basis.
- Provide customer service in courteous and professional manners.
CUSTOMER SERVICE OFFICER
PARKSON CORPORATION SDN BHD
01.2014 - 10.2014
- Represent the company image as a in-person interactions on daily basis.
- Established trustful relationship with customers through effective communication.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
Internship Student
AKR Sdn Bhd
10.2013 - 12.2013
- Improved internship experience by efficiently managing assigned tasks and meeting deadlines.
- Gained practical experience in various aspects of the field, applying academic knowledge to real-world situations.
- Developed professional skills through hands-on experiences, including time management and effective communication.
- Sorted, organized, and maintained files.
- Received positive feedback from supervisors, reflecting a strong commitment to personal growth and development throughout the internship program.
Education
Diploma - Corporate Communication
TECHNOLOGY PARK MALAYSIA COLLEGE
01.2011 - 12 2013
Skills
MICROSOFT Word
Excel
Power Point
Safety procedures
Althea CM/FM/ARD
Dangerous Goods
Crisis Management
Customer Oriented
Empathy
Genuine
Strong Interpersonal skills
Ability to work under pressure
Adaptability to changing circumstances
Complaint resolution
Timeline
CUSTOMER SERVICES OFFICER
SINGAPORE AIRLINES LIMITED
10.2017 - 08.2022
CUSTOMER SERVICES OFFICER
POS AVIATION SDN BHD
10.2014 - 10.2017
CUSTOMER SERVICE OFFICER
PARKSON CORPORATION SDN BHD
01.2014 - 10.2014
Internship Student
AKR Sdn Bhd
10.2013 - 12.2013
Diploma - Corporate Communication
TECHNOLOGY PARK MALAYSIA COLLEGE
01.2011 - 12 2013