Anitha Marthandan
Rawang
Summary
Experienced with passenger service processes, including E-check-in, boarding, and customer assistance. Utilizes effective communication and problem-solving skills to address passenger needs and ensure smooth operations. Knowledge of airline regulations and procedures to maintain compliance and safety.
Overview
12
12
years of professional experience
Work History
Retail Manager
Lotus Sdh Bhd
11.2023 - 12.2024
- Oversaw store operations, including opening and closing procedures, cash management, and safety compliance.
- Enhanced store appearance by maintaining cleanliness standards and visually appealing displays that showcased products effectively.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Managed inventory control, ensuring optimal stock levels for in-demand products and reducing excess merchandise.
- Completed daily paperwork and computer entry of sales data as established by management.
- Led a team of retail associates to achieve sales targets and deliver outstanding customer experiences.
- Answered questions about store policies and addressed customer concerns.
- Prioritized excellent customer service through continuous monitoring of employee interactions with shoppers.
Administrative Officer
KPJ Hospital Kuala Lumpur
01.2020 - 10.2023
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Updated reports, managed accounts, and generated reports for company database.
- Enhanced overall office productivity through effective staff management and coordination of daily tasks.
- Managed sensitive data securely by establishing strict access controls and implementing proper storage protocols.
- Improved communication within the organization through regular updates on policies, procedures, and key events.
- Created, prepared, and delivered reports to various departments.
- Ensured compliance with industry regulations by maintaining up-to-date knowledge of requirements and monitoring adherence to guidelines.
- Provided exceptional support to the executive team by managing schedules, coordinating travel plans, and organizing meetings.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Performed wide-ranging administrative, financial and service-related functions.
- Completed daily logs for management review.
Passenger Service Agent
Malindo Air
04.2016 - 12.2019
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Monitored security and maintained operational protocols.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Tagged baggage and routed to appropriate location for loading and screening.
- Announced flight status updates and information about gate changes over PA system.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Oversaw ticketing, gate and ramp services.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Improved language interpretation support for international travelers by leveraging multilingual abilities when necessary.
- Processed customer payments and enforced compliance with financial regulations.
F&B Customer Service Associate
First World Hotel Genting
12.2012 - 03.2016
- Resolved customer complaints with tact and professionalism, ensuring repeat business.
- Increased upselling success by effectively promoting daily specials and limited-time offers to guests.
- Maintained high standards of cleanliness and sanitation throughout the establishment for a safe dining environment.
- Displayed strong multitasking abilities while managing multiple orders simultaneously without compromising on accuracy or timeliness.
- Contributed to successful sales growth by consistently meeting or exceeding assigned performance metrics.
- Motivated team to meet and exceed sales goals through excellent selling skills.
- Managed cash transactions accurately, ensuring accountability at the end of each shift.
- Connected with customers by asking open-ended questions, recommending solutions and graciously listening to and denoting customer concerns.
- Enhanced customer satisfaction by providing timely and accurate food and beverage service.
- Provided exceptional tableside service, resulting in an increase in positive online reviews from satisfied customers.
- Assisted management in inventory control efforts by monitoring stock levels and reporting shortages promptly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted quickly to changing work environments during busy shifts for seamless operations.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
O-Level
SMK SUNGAI CHOH
RAWANG SELNAGOR, MALAYSIA03-2010
Skills
- Customer service
- Office management
- Passenger assistance
- Food safety awareness
- Records management
- Complaint handling
- Documentation and control
- Scheduling appointments
- Team Training
- Check-in procedures
- Leadership development
- Team work
hobbies
Gym, Badminton, Futsal
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
Retail Manager
Lotus Sdh Bhd
11.2023 - 12.2024
Administrative Officer
KPJ Hospital Kuala Lumpur
01.2020 - 10.2023
Passenger Service Agent
Malindo Air
04.2016 - 12.2019
F&B Customer Service Associate
First World Hotel Genting
12.2012 - 03.2016
O-Level
SMK SUNGAI CHOH
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