ARAVIND V
Singapore
Summary
Experienced Customer Service Individual bringing 5+ years of quality performance in customer support & supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
6
6
years of professional experience
Work History
Assistant Customer Relations Supervisor
Singapore Land Group
05.2024 - Current
- Organized regular meetings with staff members to discuss performance, address concerns and provide updates on departmental goals.
- Collaborated with cross functional teams to ensure seamless coordination of Event's and Promotions and other happenings in Mall.
- Conducted detailed analysis of customer feedback to identify trends and implement targeted improvements.
- Promoted a positive work environment, fostering a culture of teamwork, collaboration, and continuous improvement among staff members.
- Assisted management in developing strategic plans to enhance customer experience based on market research data analysis findings.
- Improved team performance through regular coaching, feedback, and development initiatives.
- Maintained high levels of accuracy in documentation management while ensuring compliance with industry regulations.
- Mentored junior team members to enhance their skills, optimize productivity, and improve overall service quality.
- Assisted in contributing to company growth by consistently monitoring sales targets and identifying new business opportunities.
- Worked closely with Placewise / CRM to provide continuous feedback's & improvement ideas to implement. Including providing backend assistance for guests / shoppers.
- Enhanced tenant relations through consistent support, quick response to maintenance requests, and effective resolution of conflicts.
- Collaborated with the Advertising & Promotions department to enhance social media presence through targeted marketing campaigns, showcasing exclusive tenant offers and promoting upcoming mall events.
- Assisted in recruiting, hiring and training of team members.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Trained and guided team members to maintain high productivity and performance metrics.
- Supervised creation of exciting promotional displays to catch attention of shoppers.
- Maintained statistical database of customers using Sales Force for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
- Managed department call volume of 50 - 80 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Pioneered mentorship program to expedite onboarding process for new hires.
- Reduced employee turnover rates by offering training programs, fostering teamwork, and providing growth opportunities within the organization.
Executive Concierge
P-Serv
06.2022 - 05.2024
- Company Overview: Jewel Changi Airport (Singapore)
- Acting Supervisor / Acting senior executive concierge (ASEC)
- Learned and adapted quickly to new technology and software applications
- Participated in team projects, demonstrating my ability to work collaboratively and effectively
- Effectively supervised day-to-day front-end operations of a busy customer service department
- Answered product and service questions and offered information on related products and services
- Investigated and resolved at least 50 - 100 customer inquiries and complaints quickly
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Mentored and guided employees to foster proper completion of assigned duties and pass probation
- Able to Build strong relationships with customers through positive attitude and attentive response
- Assisted with hiring, training, and mentoring new staff members
- Reconciled daily sales transactions to balance and log day-to-day revenue
- Handled problematic customers and clients to assist lower-level employees and maintain excellent Service recovery
- Jewel Changi Airport (Singapore)
Locker Assistant
V locker
08.2019 - 03.2022
- Expectance of 1000 guest everyday across globe visiting Legoland
- Assisting guests to purchase lockers and rectify technical issues
- Greeted customers, helped locate merchandise, and suggested suitable options
- Interact with other departments to ensure full guest service
- Write requisitions for supplies, replacement and provide information on facilities and services
- Maintain customer service & professional administration
- Fast paced Environment
- Frequent Multitasking situations
- Managed inventory control, cash control, and store opening and closing procedures
- Rotated merchandise and displays to feature new products and promotions
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation
- Trained new employees on proper protocols and customer service standards
Administrator
S A Property Management Sdn. Bhd
01.2019 - 08.2019
- Coordinated office activities and operations to secure efficiency and compliance with company policies
- Managed agendas/travel arrangements/appointments etc
- Managed over 50 phone calls and correspondence (e-mail, letters, packages etc.) every day
- Hands on experience with SQL
- Supported budgeting and bookkeeping procedures
- Tracked stocks of office supplies and place orders when necessary
- Submitted timely reports and prepared presentations/proposals as assigned
- Created user accounts and assigned permissions
- Maintained personnel records and updated internal databases to support document management
- Engaged in user support interactions via telephone, chat, and email platforms
Education
Advance Diploma - Business management
Asia E University
Johor Bahru07.2019
High School Diploma -
Bangalore International Academy
India, Bangalore12.2016
Accomplishments
- Received recognitions for multiple Extra mile services.
- First employee in P-Serv and Jewel Changi Airport to achieve all 3 tiers of Sparklers award (Bronze, Silver, Gold) within my first 7 months of joining, recognizing best performance based on guest's feedback and compliments.
- Chosen to be Team lead for Ad-hoc Disney event hosted by Jewel, successfully lead 20 Ushers to a memorable and challenging event.
- Chosen to be Acting supervisor on my 5th month for my Concierge team. And completed my training successfully in under 1 month.
- Supervised team of 8 staff members.
- Monetary Transactions - Handled cash, e-wallet, credit, and automatic debit card transactions with 100% accuracy.
Languages
English
Tamil
Malay
Hindi
Hobbies and Interests
- Sports
- Outdoor activities
- Tech Savvy
- Volunteering
Timeline
Assistant Customer Relations Supervisor
Singapore Land Group
05.2024 - Current
Executive Concierge
P-Serv
06.2022 - 05.2024
Locker Assistant
V locker
08.2019 - 03.2022
Administrator
S A Property Management Sdn. Bhd
01.2019 - 08.2019
Advance Diploma - Business management
Asia E University
High School Diploma -
Bangalore International Academy
Similar Profiles
Johnson ZhouJohnson Zhou
Head, Digital Conveyancing at Singapore Land Authority (Seconded From GovTech)Head, Digital Conveyancing at Singapore Land Authority (Seconded From GovTech)
Fabien RaoFabien Rao
Project Manager at Land Transport Authority, SingaporeProject Manager at Land Transport Authority, Singapore
Amerrul Haqim Bin AlwiAmerrul Haqim Bin Alwi
Driving Tester at Singapore Technologies Engineering Land SystemsDriving Tester at Singapore Technologies Engineering Land Systems