Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Timeline
Generic

LEENAA NAIR

Subang Jaya

Summary

Adept in managing customer complaints, and driving customer satisfaction. Passionate in customer service.

Overview

18
18
years of professional experience

Work History

CUSTOMER CARE MANAGER

Alliance Bank
12.2010 - 10.2023
  • Resolved escalated issues from customers in a timely manner while maintaining professionalism at all times
  • Ensured adherence to company policies and industry regulations when dealing with customers
  • Identified potential opportunities for process improvements that would benefit both customers and employees
  • Collaborated with cross-functional teams across departments to develop solutions that meet the needs of customers.
  • Handle escalation call from Team member

GLOBAL SUPPORT EXECUTIVE

HSBC CYBERJAYA
01.2008 - 08.2010
  • Manage the communications with other department - handle Client queries and escalations
  • Monitor and complete query management system

GUEST SERVICE AGENT

Sunway Resort Hotel and Spa
09.2005 - 08.2008
  • To answer all incoming calls quickly and efficiently and connect callers to the respective guest or department concerned; To take all wake-up call requests from guests or other dept
  • And to record accurately in the calltime sheet and process accordingly; Handle all messages(text/voice/fax) for guests and process/relay/retrieve these messages effectively; To assist guests with their IDD/Collect/Credit Card/Ship calls and raise charge slips for overseas telephone calls assistance rendered for function rooms & the Business Centre; To check telephone, equipment and line fault reported to the department and report to the appropriate fault reporting centers for immediate follow-up; Follow-up on any telecommunication request ie
  • Local/IDD lines, facsimile and note book dial-up requests from guests and function rooms; To be familiar with the paging procedures for : Public areas, Function rooms, Poolside, Outlets, Internal Paging System; To be familiar with emergency procedures for : Guest Trapped in Elevator, Guest Reported Sick, Fire Alarm, Bomb Threat, Crisis Management

Education

MASTER OF BUSINESS ADMINISTRATION (M.B.A.) -

Asia E Univesity

Bachelor of Hospitality Management -

Open University
02-2012

Diploma in Hospitality And Tourism Management -

Sunway College
04-2005

Skills

  • Escalation Management
  • Client Interactions
  • Attention to detail
  • Active listening
  • Customer Service

Accomplishments

  • Spirit Award 2011 Fit for growth 2012/2013
  • Top Performer 2021
  • Top Performer 20212
  • Above and Beyond award
  • Service champion 2018
  • Rite Award 2014
  • Employee of the Month for the month of April 2007
  • Star performer for the month of December 2009
  • Star performer for the month of June 2009
  • Best Attendance 2008

Awards

  • Service champion 2018
  • Top Performer 2022
  • Employee of the Month for the month of April
  • Star performer for the month of December 2009
  • Star performer for the month of June 2009
  • Spirit Award 2011
  • Fit for growth 2012/2013

Timeline

CUSTOMER CARE MANAGER

Alliance Bank
12.2010 - 10.2023

GLOBAL SUPPORT EXECUTIVE

HSBC CYBERJAYA
01.2008 - 08.2010

GUEST SERVICE AGENT

Sunway Resort Hotel and Spa
09.2005 - 08.2008

MASTER OF BUSINESS ADMINISTRATION (M.B.A.) -

Asia E Univesity

Bachelor of Hospitality Management -

Open University

Diploma in Hospitality And Tourism Management -

Sunway College

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LEENAA NAIR