NUR IZZATI BINTI ANAS
CUSTOMER SERVICE - TEAM LEADER
BLOK G-0-10 FLAT UDA TANJONG TOKONG, 10470 PULAU PINANG
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
11
11
years of post-secondary education
Work History
TEAM LEADER
EASTERN & ORIENTAL HOTEL
11.2019 - Current
- Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
- To ensure that the guests are being escorted properly and that they have been directed to the requested rooms after proper completion of the check-in procedures
- Recommend local tourist spots, including places to dine, shop and sight-see
- Multitasking and time-management skills, with the ability to prioritize tasks
- Upsell additional facilities and services, when appropriate
- Maintain updated records of bookings and payments
- Taking reservation on special request prior arrival such as decorating flower, swan and balloon on the bed
- Full knowledge of front office daily operations
- Motivating, coaching and training team members
- Overseeing team communication, coordination, compliance, and conflict resolution.
CUSTOMER SERVICE ASSOCIATE
ROYAL SPORTING HOUSE
7 2017 - 2 2018
- Housekeeping / cleaning job
- Handle cash, credit card
- Organized the store room
- Annual stock take, scan, count and check stock
- Handle customer complaints, exchange/return goods
- Helping customer to get the shoe/apparel with the right sizes.
CUSTOMER SERVICE ASSOCIATE
LE EMBASSY HOTEL
09.2019 - 10.2019
- Examine daily duties, assign tasks and check on progress
- Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
- To manage and adjust the labor and staff requirements so that all the daily activities are executed in an appropriate manner
- To oversee and assist the staff members in providing better customer service and to resolve the customer complaints as well as attend to their special requests
- To keep a track of the inventory supplies and make requisitions according to the requirements, to keep updated reports on the relevant data so that it can be presented during the meetings or whenever requested.
GUEST SERVICE AMBASSADOR
JAZZ HOTEL
12.2018 - 08.2019
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Provide information about our hotel, available rooms, rates and amenities
- Respond to clients’ complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests.
Education
IRISH DIPLOMA IN AIRPORT PASSENGER SERVICES AND CABIN CREW -
INTER EXCEL TOURISM ACADEMY
PENANG 04.2016 - 05.2017
SPM (ART STREAM) -
SEKOLAH MENENGAH KEBANGSAAN CONVENT PULAU TIKUS
PENANG 01.2011 - 04.2015
SEKOLAH MENENGAH KEBANGSAAN CONVENT PULAU TIKUS
PENANG 01.2005 - 04.2010
Skills
Team Supervision
Team motivation
Problem-Solving
Mentoring
People Management
Coaching
Personal Information
- Age: 26
- Ethnicity: MALAY
- License: B2, D
- Date of Birth: 12/03/98
- Nationality: MALAYSIAN
- Marital Status: MARRIED
- Religion: ISLAM
Attributes
Dedicated Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent time managements skills combined with a superior knowledge of the customer service industry. Billingual, hardworking and ready to join my next team.
References
- Mr. Tan Choon How, 012-4936718, Outlet Manager of Royal Sporting House
- Mr. Terry Toi, 016-4444671, rom@jazzhotelpg.com, Former Room Operations Manager of Jazz Hotel
- Ms. Renuga Shanmugam, 017-5632023, Senior Guest Service Manager of Jazz Hotel
- Mr. Ally Abdul Manaf, 018-4646285, Front Office Supervisor of Le Embassy Hotel
- Ms. Rita Tan, 012-4788730, Front Office Manager of Eastern & Oriental Hotel
- Mrs Ferasari Kurnia, 010-9195710, Assistant Front Office Manager of Eastern & Oriental Hotel
Timeline
TEAM LEADER
EASTERN & ORIENTAL HOTEL
11.2019 - Current
CUSTOMER SERVICE ASSOCIATE
LE EMBASSY HOTEL
09.2019 - 10.2019
GUEST SERVICE AMBASSADOR
JAZZ HOTEL
12.2018 - 08.2019
IRISH DIPLOMA IN AIRPORT PASSENGER SERVICES AND CABIN CREW -
INTER EXCEL TOURISM ACADEMY
04.2016 - 05.2017
SPM (ART STREAM) -
SEKOLAH MENENGAH KEBANGSAAN CONVENT PULAU TIKUS
01.2011 - 04.2015
SEKOLAH MENENGAH KEBANGSAAN CONVENT PULAU TIKUS
01.2005 - 04.2010
CUSTOMER SERVICE ASSOCIATE
ROYAL SPORTING HOUSE
7 2017 - 2 2018