Yeap Seok Guan Nelson
Karak,Pahang
Summary
Motivated professional aiming to leverage skills in a challenging role. Experience in applying learned concepts to improve operational efficiency. Focused on achieving results through continuous learning and adaptation.
Overview
11
11
years of professional experience
4
4
Languages
Work History
Senior SME
Concentrix Malaysia (Amazon Project)
06.2025 - Current
- Act as a primary point of contact for complex questions, issues, and requests within their specialized domain.
- Provide floor support, learning sessions, and feedback to junior team members, guiding them on best practices and complex processes.
- Monitor and analyze the performance and quality scores of the team, identifying areas for improvement.
- Analyze process-related problems and suggest innovative solutions, testing and proving their effectiveness.
- Collaborate with QA teams to ensure timely resolution of issues and maintain proper documentation.
- Ensure prompt escalation of issues to Team Captains and potentially supervise the team in their absence.
Senior Agent, Guest Services
Melco Resorts & Entertainment Limited
08.2019 - 10.2024
- Answer all phone calls to the standards set forth within the Telephone & Verbiage Foundation of Excellence.
- Transfer call to an appropriate guest or department when requested by callers.
- Coordinate guest requests with all relevant departments.
- Ensure full liaison with other team members.
- Has a full knowledge of the loyalty program, hotel information and latest promotion promote by the company.
- Promptly attend to all guest complaints and requested, providing solution and escalate to supervisor or above for any necessary assistance.
- Generating report for the Managers for daily meetings.
- Training new staff and get them ready to meet the job standard required.
Front Office/Guest Relations
The St. Regis Langkawi
08.2018 - 08.2019
- Keep Front Desk Tidy and presentable with all necessary material.
- Greet and welcome guest in a friendly and professional way.
- Answer questions and address complaints.
- Answer all incoming calls and redirect them or keep messages.
- Check in and check out guest.
- Check, sort and forward emails
- Monitor office supplies and place orders when necessary.
- Anticipate guest needs and build rapport with customers.
- Offer assistance with certain task.
- Provide information about amenities, area, venues and promote services
Croupier
Genting Resort World
12.2014 - 08.2015
- Be in the right attire and presentable looks
- Exchange Paper currency for playing chips
- Pay winnings or collect losing bets according to rule and procedures of a specific game
- Conduct gambling game such as dice, roulette, card by following all applicable rules and regulations
- Stand behind a gaming table and deal appropriate number of cards to each player
- Inspect cards and equipment to be use in game so that able to ensure they are in good condition
- Start and control game equipment
Education
Bachelor - Hotel and Tourism Management
KDU University College, Penang
Penang01.2018
Sijil Tinggi Persekolahan Malaysia - undefined
Sekolah Menengah Impian Bukit Mertajam
Bukit Mertajam01.2014
Sijil Peperiksaan Malaysia (SPM) - undefined
Sekolah Menengah Kebangsaan Jalan Damai
01.2012
Skills
Good communication skills
References
- April, Chen Bao Yen, Guest Relation Manager, april.chen@stregishotels.com, 016-3480745, The St. Regis Langkawi
- Sammy, Chow, Senior Manager, Contact Centre, Sammychow@melco-resorts.com, 853-88866015, Melco Resorts & Entertainment
- Suguna, Migeemanathan, Lecturer, suguna@kdupg.edu.my, 012-5527553, KDU University College Penang, School of Hospitality, Tourism & Culinary Arts, Penang
EXTRA-CURRICULAR ACTIVITIES
2018 Committee Power Chef 2018 2018 Committee Job Fair 2018 2018 Committee M100 Challenge 2017 Organizer Healthy food campaign 2017 Volunteer Heritage food run 2016 Volunteer Avant Garde Event 2016 Volunteer Power Chef Event 2016 2015 Volunteer Georgetown Festival in 2015 2010 -2012 AJK Chest Club competition in Penang State. 2011-2012 Secretary Secretary of Club Kebudayaan 2013-2014 AJK AJK of Club Taekwondo, Club Drama.
Timeline
Senior SME
Concentrix Malaysia (Amazon Project)
06.2025 - Current
Senior Agent, Guest Services
Melco Resorts & Entertainment Limited
08.2019 - 10.2024
Front Office/Guest Relations
The St. Regis Langkawi
08.2018 - 08.2019
Croupier
Genting Resort World
12.2014 - 08.2015
Bachelor - Hotel and Tourism Management
KDU University College, Penang
Sijil Tinggi Persekolahan Malaysia - undefined
Sekolah Menengah Impian Bukit Mertajam
Sijil Peperiksaan Malaysia (SPM) - undefined
Sekolah Menengah Kebangsaan Jalan Damai