Summary
Overview
Work History
Education
Skills
Personal Information
References
Timeline
Generic

Louisa Alicia Ng

Customer Service Executive
Kuala Lumpur,Wilayah Persekutuan

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

19
19
years of professional experience
5
5
Languages

Work History

Customer Service Executive

CPI Land Sdn Bhd
04.2020 - Current
  • Leasing (For company owned properties)
  • Acquired new tenant independently as well as from real estate-generated leads
  • Scheduled and accompanied potential tenant on shop lot or apartment viewing
  • Maintained regular communication with potential tenants
  • Managed and tracked rental collection from tenant
  • Prepared units for handover after tenancy confirmation
  • Reviewed renewal of tenancy on timely manner and verified tenancy agreements to ensure no discrepancy
  • Attended to issues raised by tenants
  • Attended to maintenance of vacant/ unsold properties.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues
  • Described product and service details to customers to provide information on benefits and advantages
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided
  • Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives

Senior Property Executive

SDB Property Management Sdn Bhd (Park Seven, By The Sea, Five Stones & Dedaun)
01.2009 - 03.2020
  • Managed and supervised day to day operations on management and maintenance of common area including security services, cleaning services, landscape services, facilities management, maintenance works, billings and collections, convening meetings and staff administrations
  • Managed and coordinated on procurement processes for maintenance and management of common property which includes preparation of work specification or tender documents, calling/inviting for quotations or tenders, managed evaluation and clarification processes
  • Worked closely with JMB/MC committee members and achieved objective to enhance or sustain building image and brand as prestigious high-end building and in top condition
  • Prepared and submitted Dedaun for The Edge Best Managed Property Awards 2019 (Bronze winner-below 10 years Multiple-owned Strata Residential Category)
  • Prepared, executed and completed planned preventive maintenance programme for mechanical, electrical and plumbing services
  • Planned and prepared yearly budget (min.3% savings of budget achieved yearly)
  • Monitored, supervised and evaluated works and services from service providers, contractors and suppliers are executed and completed satisfactorily
  • Responsible to handle units with defects during (Defect Liability Period) DLP for Park Seven Condominium from 2009-2012 by ensuring defect works are rectified and completed within the stipulated time frame
  • Assisted purchasers in lodging Defect Notification Form and ensured works are carried out in accordance with the instructions and liaised with main & sub contractor to ensure rectification work are completed within schedule
  • Assisted in Handing Over Vacant Possession (HOVP) Unit for 20Trees in Melawati, Ameera, Five Stones & The Hub in PJ and By The Sea in Penang
  • For 20Trees, Ameera and By The Sea projects- responsible to assist owner for the defect walkabout in the unit
  • Responsible to prepare billing, receipt and statement of accounts
  • Responsible to ensure utility bills, invoices from service providers and suppliers are paid on time
  • Assisted owners to handle sub sale and rental (2009-2011) before the creation of SDB HOST (Home Owner Support Team) department
  • Assisted overseas owner to deliver vacant possession unit to tenant and ensured unit is in tenantable condition
  • Responsible Annual General Meeting preparations i.e. Delivery of Notice within stipulated time frame, confirmed owner’s attendance, refreshment confirmation and set-up, function hall set-up, prepare chairman statement, prepare owner’s listing for registration and etc
  • Responsible to prepare minutes meeting and submit to authority within stipulated time frame
  • Attended to residents’ complaints and requests
  • Organised and planned events for residents i.e. Christmas Party, Halloween Party, Chinese New Year Gathering and resident’s lunch gathering.
  • Conducted regular property inspections to identify maintenance needs and ensure safety standards were met
  • Organised community events to promote sense of belonging among residents and boost tenant satisfaction ratings
  • Provided exceptional customer service to both current and prospective tenants, cultivating positive reputation within community for managed properties
  • Managed property maintenance tasks for optimal upkeep, ensuring timely repairs and minimizing downtime
  • Maintained meticulous records of all property transactions, ensuring accurate financial reporting and compliance with regulations
  • Negotiated favourable contracts with vendors for cost-effective property management services
  • Enhanced tenant satisfaction by addressing concerns promptly and implementing effective solutions
  • Conducted thorough market research to effectively price rental properties, maximizing occupancy rates and profitability
  • Developed strong relationships with tenants, fostering loyalty and facilitating lease renewals
  • Monitored industry trends and best practices in property management, applying innovative approaches where applicable for improved performance outcomes
  • Resolved conflicts between tenants diplomatically, maintaining harmonious living environment for all residents
  • Coordinated move-ins and move-outs efficiently, minimizing disruptions to existing tenants
  • Evaluated prospective tenant applications, conducting background checks to minimize risk of delinquency or property damage incidents
  • Oversaw capital improvement projects on properties, enhancing asset value while staying within budget constraints
  • Coordinated appointments to show tenants and buyers prospective homes
  • Organized community events to promote sense of belonging among residents and boost tenant satisfaction ratings

Event Coordinator

Prime H.T.T
06.2008 - 12.2008
  • Provided full administrative support to Event Manager
  • Assisted to secure venue for client’s event
  • Co-ordinated with Hotel and Conferencing team to ensure banquet hall/ function rooms setting for meetings and seminars as required and smooth running of event
  • Prepare quotation for clients based on requirement
  • Assisted in booking flight for clients.

Guest Service Executive

Far East Organisation (Sri Tiara Condominium)
05.2007 - 06.2008
  • Attended to walk-in or call-in customers
  • Attended to correspondences via emails/faxes from local and oversea guest
  • Escorted guest to check in apartment and brief guest on the facility
  • Prepared apartment before guest arrival
  • Responsible to inspect vacant apartment form time to time for any rectification
  • Monitored and ensured common areas are properly maintained
  • Monitored services provided by service provider are within the company standard
  • Prepared tenancy agreement for Stamping
  • Attended to tenant’s complaint and request
  • Responsible for inventory stock check and ordering
  • I.e Toiletries, electrical appliances
  • Liaised with contractors, housekeepers and security
  • Responsible to prepare housekeeping schedule for apartment cleaning.

Guest Services Assistant

Hotel Istana Kuala Lumpur (Club Lounge)
03.2005 - 04.2007
  • Responsible for check in and checkout of VIP and VVIP guest
  • Escorted VIP and VVIP during official events
  • Responsible for room inspection for guests arrival
  • Offered Butler Service and concierge service
  • Responsible in preparing alcohol and non-alcohol beverages during cocktail hour at the Club Lounge
  • Prepared buffet counter for breakfast and cocktail hour
  • Responsible to handle business center
  • I.e Typing letter, faxing, Internet service
  • Responsible to order beverage stock
  • Responsible for monthly inventories report i.e Beverage stock, Linen & Operating Equipment.

Education

Diploma in Advertising and Communication -

Institute Advertising Communication Training

Sijil Pelajaran Malaysia (SPM) - undefined

SMK Seaport – Petaling Jaya

Microsoft Office (Word, Excel, PowerPoint) - undefined

Skills

Good writing skills with strong understanding on Consumer Behaviour & Customer Satisfaction

Personal Information

  • Available: 2 months’ notice period
  • Age: 42
  • Date of Birth: 05/13/82
  • Gender: Female
  • Nationality: Malaysian
  • Marital Status: Single

References

Provided upon request

Timeline

Customer Service Executive

CPI Land Sdn Bhd
04.2020 - Current

Senior Property Executive

SDB Property Management Sdn Bhd (Park Seven, By The Sea, Five Stones & Dedaun)
01.2009 - 03.2020

Event Coordinator

Prime H.T.T
06.2008 - 12.2008

Guest Service Executive

Far East Organisation (Sri Tiara Condominium)
05.2007 - 06.2008

Guest Services Assistant

Hotel Istana Kuala Lumpur (Club Lounge)
03.2005 - 04.2007

Diploma in Advertising and Communication -

Institute Advertising Communication Training

Sijil Pelajaran Malaysia (SPM) - undefined

SMK Seaport – Petaling Jaya

Microsoft Office (Word, Excel, PowerPoint) - undefined

Similar Profiles

CREATE PROFILE
Louisa Alicia NgCustomer Service Executive