Yan

Reservation Agent

VIRTUAL RETAIL CHAT SUPPORT

Telesales Representative

Engineer - Technical Support

Answered inbound calls and addressed customer inquiries about reservations, enhancing guest satisfaction.. Handled changes and cancellations of existing reservations, minimizing disruptions for guests.. Assigned rooms to guests based on their preferences and availability and ensured accurate booking details.. Processed payments and issued confirmations for reservations, ensuring accurate and timely transactions.. Assisted guests with inquiries and provided excellent customer service.. Collaborated with front desk staff to optimize guest check-in processes.. Coordinated with front desk staff to maintain maximum occupancy.. Kept accurate knowledge of types of rooms available at various resort locations.. Surpassed sales goals through implementation of successful marketing strategies.. Communicated with customers regarding service inquiries about potential service upgrades, new services and account changes.. Collaborated with diverse coworkers to achieve goals and resolve product and service-related issues.. Provided customers with information on services and account updates, ensuring clarity and customer satisfaction.. Handled customer inquiries, requests, and complaints across multiple communication channels to enhance customer experience.. Provided accurate information on products, services, and billing concerns to support customer decision-making.. Resolve customer issues efficiently while maintaining a high level of satisfaction.. Documented interactions and ensured accurate data entry, enhancing data integrity in company systems.. Collaborated with internal departments to resolve escalated cases, facilitating timely follow-up and improving customer satisfaction.. Meet performance metrics including quality assurance, productivity, and customer satisfaction scores.. Delivered technical assistance and troubleshooting support to customers via phone, chat, and email, enhancing user experience.

Customer Service Officer

F&B Dining Reservation Agent at Fairmont Singapore and Swissotel the Stamford

Diagnosed and resolved hardware, software, and network-related issues to restore service and enhance user satisfaction.. Guided customers through step-by-step solutions, achieving effective issue resolution and improving customer confidence.. Conducted follow-ups with clients to confirm resolution and gauge customer satisfaction, strengthening client relationships.. Maintained logs of customer interactions and technical solutions to ensure quality service and facilitate knowledge sharing.. Escalated complex cases to higher-level technical teams.. Handled customer inquiries, requests, and complaints across communication channels, enhancing overall service quality.. Managed customer inquiries, requests, and complaints across communication channels to improve service quality.. Provide accurate and detailed information regarding company products, services, and billing to customers.. Recorded customer interactions and updated company databases to maintain accurate and reliable records.. Assisted guests with dining reservation preferences and special requests, personalizing experiences at Fairmont Singapore and Swissotel the Stamford.. Coordinated with dining outlets to confirm seating availability for walk-in and reservation guests, facilitating smooth dining experiences.. Provided guests timely information on dining promotions and restaurant ambiance, improving dining choices and satisfaction.. Maintain confidentiality and professionalism when handling guest information and dining preferences to uphold hotel standards.