Erna Heriana Binte Abdul Wahid
Singapore
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Facility Helpdesk
Kelly Services (Singapore) Pte Ltd - The Royal Bank of Scotland
04.2014 - 09.2014
- Primary contact point for managing and resolving facility related requests and issues.
- Data entry. Receive, log and track all facility-related feedback, service requests and incident reports into One View Service System.
- Assist to escort in-house vendors
- Filling of purchase orders & work order by service vendor
- Assist in staff desk movement (e.g. update floor plans, assist user request)
- Liaising with contractor with any work requests.
Conference Admin
CBM PTE LTD – The Royal Bank of Scotland
10.2013 - 04.2014
- Manning conference room booking for in-house users via Condeco booking system
- Pre-checking of meeting rooms before handling over to the person in charge for usage
- Assisting in event room setting up for townhalls & trainings
- Arrange Video Conferencing for Clients
- Inventory checking for meeting room stationery supply
- Replying to all email & over the phone bookings
Call Centre cum Helpdesk / Concierge
CBM PTE LTD – The Royal Bank of Scotland
12.2011 - 10.2013
- Manning Call Center for RBS Singapore
- Data entry for helpdesk report in “One View Service Center” system
- Assist to escort in-house vendors
- Filling of purchase orders & work order by service vendor
- Assist in staff desk movement (e.g. update floor plans, assist users request)
- Manning the concierge
- Registration & exchange of visitor access pass
- Prepare visitor summary report
Senior Customer Service Officer
CBM PTE LTD – Aloha Resorts
07.2011 - 10.2011
- Guiding newly appointed CSOs on resorts daily operation
- Attending to hotline and email (queries, request and complaints)
- Preparing monthly report of after-stay charges.
- Consolidating guest for blacklisting
- Assist team leader to check for any misuse of chalets found during checkout
- Produce report for guest misuse of chalet
- Preparing daily readiness checklist of chalets for team leader.
- Preparing day-end closing summary report for finance department.
Customer Service Officer
UNITED PREMAS PTE LTD – Aloha Resorts
11.2007 - 08.2010
- Providing frontline customer service
- Attending to hotline and email (queries, request & complaints)
- In-charge of after-stay charges for chalet booking
- Preparing monthly report of after-stay charges
- Consolidating guest for blacklisting
- Responsible for inventory and misuse of chalet checking upon guest check-out
Education
High School Diploma -
Dunman Secondary School
01.2003
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Multitasking
- Time management
Accomplishments
- Certificate for Exceptional Performance - 2011
- Certificate for Outstanding Achievement - 2011
- Certificate for Happiness @ Work - 2012
- Certificate for Happiness @ Work - 2013
RBS Awards
Training
- Microsoft Excel 2010 (Basic & Intermediate) – 2013
- ES-ACE-302G-1 - Solve Problems and Make Decisions at Supervisory Level (WSQ) – 2013
- SV-CS-101G-1 - Provide GEMS Service (WSQ) – 2012
- Certificate of Participation –The Art of Communication – Dec 2008
Co-Curricular Activities:
English Drama Club (1996-1997) School Prefect (1997-2000) Math Club (1997-2000) Girl Guides (2000-2001) Training to develop leadership skills, international understanding and skills in service to others (e.g. Survival and First Aid training) Interact Club (Rotary International’s service club for young people) (2001-2003) Vice-Chairman of Interact Club (2002-2003) Providing welfare/ community service and project Developing leadership skills and personal integrity Training on demonstrating helpfulness and respect for others
Other Achievements
Achieving in Best Interactor Award (2002)
Timeline
Facility Helpdesk
Kelly Services (Singapore) Pte Ltd - The Royal Bank of Scotland
04.2014 - 09.2014
Conference Admin
CBM PTE LTD – The Royal Bank of Scotland
10.2013 - 04.2014
Call Centre cum Helpdesk / Concierge
CBM PTE LTD – The Royal Bank of Scotland
12.2011 - 10.2013
Senior Customer Service Officer
CBM PTE LTD – Aloha Resorts
07.2011 - 10.2011
Customer Service Officer
UNITED PREMAS PTE LTD – Aloha Resorts
11.2007 - 08.2010
High School Diploma -
Dunman Secondary School