CRM System (Salesforce)
Subahshini Kanapa
Lead Officer, International MICE
Johor Bahru
Summary
Professional reservation specialist prepared to excel in customer service and booking management. Extensive experience in coordinating reservations and resolving customer concerns. Known for strong teamwork and adaptability, ensuring seamless operations. Proficient in communication and organizational skills valued by employers.
Overview
15
15
years of professional experience
4
4
Languages
Work History
Reservation Officer (MICE)
Sentosa Development Corporation
01.2023 - Current
- Processed and managed group reservations for MICE clients with high accuracy and attention to detail, ensuring seamless booking experiences for corporate events and conferences.
- Developed detailed proposals and event outlines tailored to client needs, effectively presenting venue capabilities, packages, and logistics to secure MICE bookings.
- Consistently met and exceeded monthly sales targets through proactive client engagement, strategic follow-ups, and personalized service offerings.
- Maintained close coordination with the Sales, Events, and Operations teams to ensure flawless event execution from reservation to departure
- Coordinated with other departments to ensure seamless guest experiences from reservation through checkout.
Lead Ticketing Host
Sentosa Development Corporation
09.2015 - 06.2022
- Performed daily ticketing operations, including ticket issuance, scanning, and guest admission processes, ensuring a smooth and efficient guest experience.
- Delivered high-quality frontline customer service to all Sentosa guests, providing accurate information and assistance in a courteous and professional manner
- Ensuring that Sentosa Priorities of safety, courtesy, show and efficiency are followed at all guest points.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Monitored guest flow at attractions and ticketing counters to optimize operations and reduce wait times, enhancing overall visitor satisfaction.
Remittance Officer
RHB Bank Berhad - Kuala Lumpur
01.2015 - 09.2015
- Processed and managed inward and outward remittance transactions accurately and efficiently, ensuring compliance with banking regulations and internal policies.
- Handled SWIFT message traffic (incoming and outgoing) by promptly responding to transaction queries and resolving discrepancies.
- Provided timely and professional responses to customer inquiries via phone and email regarding remittance status and related concerns.
- Conducted thorough investigations into non-receipt or delayed receipt of funds, liaising with correspondent banks and internal teams to resolve issues.
- Maintained detailed records of all remittance transactions and investigations to ensure audit readiness and compliance.
Executive (Auto Finance Recovery)
RHB Bank Berhad - Kuala Lumpur
09.2012 - 12.2014
- Managed collections for Non-Performing Loan (NPL) accounts under Hire Purchase financing, focusing on accounts delinquent for 120 days and above, with regular follow-ups to drive recovery.
- Reduced flow-through rates by implementing proactive recovery strategies, helping improve portfolio quality and meet business risk objectives.
- Consistently achieved or surpassed daily and monthly collection targets, contributing to team performance and qualifying for monthly incentive programs.
- Negotiated repayment plans, settlements, and account restructuring with customers to recover outstanding balances while maintaining regulatory compliance.
- Ensured full compliance with central bank guidelines, internal policies, and ethical recovery practices in all borrower interactions.
Executive (Mortgage Loans Collection)
CIMB Bank Berhad - Kuala Lumpur
05.2010 - 08.2012
- Negotiated effectively with customers to encourage timely payments and regulate mortgage loan accounts, improving repayment rates.
- Reduced delinquency and Non-Performing Loans (NPLs) by implementing proactive collection strategies, minimizing flow-through and supporting portfolio health.
- Achieved business objectives by consistently meeting collection targets and maintaining compliance with regulatory guidelines.
- Maintained accurate records of customer interactions, repayment plans, and follow-up activities to ensure efficient recovery tracking.
- Collaborated with legal and repossession teams to escalate accounts requiring further action.
Education
Bachelor of Arts - English Language Studies
Science University Malaysia
Penang 04.2001 -
High School Diploma -
SMK Mahmud Raub
Pahang 04.2001 -
No Degree - Sijil Pelajaran Malaysia (SPM)
SMK Dato Shahbandar Hussein Raub
Pahang 04.2001 -
Skills
Microsoft Office
Customer engagement
Telephone reservations
Hotel accomodations
Customer reservations
Customer service
Complaint handling
Data entry
Multitasking
Computer literacy
Reservation management
References
Zuraidah, Zulkifli ( Senior Supervisor)
- +65 8888 0837,
- Sentosa Development Corporation, 39 Artillery Ave
Puspanathan, Sundanasamy (Executive)
- +65 9099 2304,
- Sentosa Development Corporation, 39 Artillery Ave
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Boosted MICE-related revenue by 20% through strategic upselling of room blocks, meeting packages, and ancillary services.
- Handled last-minute changes and cancellations efficiently, ensuring client expectations were met without compromising service quality
- Maintained a 95% client satisfaction rate through personalized service, prompt communication, and attention to detail in event planning.
Software
Workday
Additional Information
Excellence Star Award – [Sentosa Development Corporation], 2024
Recognized for outstanding performance, exceptional client service, and consistent contribution to the success of MICE operations.
MTI Award for Going the Extra Mile – [Sentosa Development Corporation], 2010
Awarded for delivering above-and-beyond service to clients, demonstrating dedication, problem-solving, and a proactive approach in handling group reservations.
Interests
Hiking
Badminton
Canvas Painting
Timeline
Reservation Officer (MICE)
Sentosa Development Corporation
01.2023 - Current
Lead Ticketing Host
Sentosa Development Corporation
09.2015 - 06.2022
Remittance Officer
RHB Bank Berhad - Kuala Lumpur
01.2015 - 09.2015
Executive (Auto Finance Recovery)
RHB Bank Berhad - Kuala Lumpur
09.2012 - 12.2014
Executive (Mortgage Loans Collection)
CIMB Bank Berhad - Kuala Lumpur
05.2010 - 08.2012
Bachelor of Arts - English Language Studies
Science University Malaysia
04.2001 -
High School Diploma -
SMK Mahmud Raub
04.2001 -
No Degree - Sijil Pelajaran Malaysia (SPM)
SMK Dato Shahbandar Hussein Raub
04.2001 -