Ameera Dura Akhtar
Summary
Highly resourceful, excellent communicator with strong listening and problem-solving skills and a good track record in customer relations in various settings. Strongly dedicated and optimistic individual with a passion to excel. Fluent in written and spoken English and Malay. Equipped with the ability of ensuring a high level of customer satisfaction and establish an exceptional rapport with individuals on all levels.
Overview
2025
2025
years of professional experience
12
12
years of post-secondary education
Work History
Senior Customer Service Officer
CAG (P-Serv) (Changi Airport)
11.2018 - 11.2024
- Assisting in the Changi Rewards program and passengers general enquiries.
- Addressing customer complaints and mitigating dissatisfaction by employing timely and effective solutions.
- Preparing and managing invoices, cash receipts, payments, and reports.
- Communicating well with other team members to ensure excellent delivery of service.
- Assisting in ensuring the safety of the members of public.
- Training new staff onboard.
- Supervising team members.
- Provided performance appraisal comments on individual team members of positive/negative performance and opportunities for improvements.
- Resolving issues that needs to be escalated by customers.
Receptionist (Temp Staff)
BGC Group (Changi Business Park)
06.2013 - 12.2014
- Greeted and welcomed guests in person and on phone; answer and direct inquires to the designated department.
- Coordinated with respective departments to schedule meetings and handled meeting logistics (e.g., conference rooms, conference calls, preparing meeting materials, etc.) Oversee office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Performed other clerical receptionist duties such as filing, photocopying, collating, etc.
Operation Control Supervisor
Smarte Carte
8 2021 - 2 2022
- Monitored ground situations in all terminals via CCTV.
- Monitored Automated Trolley Management Systems user interface and providing pre-alerts to supervisors on ground on potential service failures.
- Processing and managing Porter Service booking request.
- Monitored supplies for taxis in airport and ensured that appropriate actions were taken for the demand needed.
- Assisted Terminal Manager with incident investigation.
- Generated service utilization reports.
Education
Diploma in Psychology -
Management Development Institute of Singapore (MDIS)
Singapore 04.2012 - 05.2013
GCE 'O' Levels - undefined
Damai Secondary School
Singapore 01.2007 - 12.2011
Primary School Leaving Examination (PSLE) - undefined
Damai Primary School
Singapore 01.2001 - 12.2006
Skills
Able to make decisions and solve
Able to plan, organize and prioritize work
Self-motivated
Work well with others and communicate effectively
Adapt readily to job demands, including new challenges and work environments
Complaint Handling
Languages: English, Malay and Bahasa Indonesia (elementary)
Computer skills in Microsoft Office Applications: Word, Excel, PowerPoint
Personal Information
- Date of Birth: 06/12/94
- Gender: Female
- Nationality: Singaporean
References
- Noor Alif, Project Executive, P-Serv Pte Ltd, 97761114
- Nurhidayah Razalee, Project Executive, P-Serv Pte Ltd, 9671 4068
- Syaqeeq, Operation Manager, Smarte Carte, 92726454
Timeline
Senior Customer Service Officer
CAG (P-Serv) (Changi Airport)
11.2018 - 11.2024
Receptionist (Temp Staff)
BGC Group (Changi Business Park)
06.2013 - 12.2014
Diploma in Psychology -
Management Development Institute of Singapore (MDIS)
04.2012 - 05.2013
GCE 'O' Levels - undefined
Damai Secondary School
01.2007 - 12.2011
Primary School Leaving Examination (PSLE) - undefined
Damai Primary School
01.2001 - 12.2006
Operation Control Supervisor
Smarte Carte
8 2021 - 2 2022