FRANCESSCA ANASTASHA ONG
Singapore
Summary
Dedicated customer service representative providing quality care for ultimate customer satisfaction.
Proven ability to establish and maintain excellent communication and relationships with clients.
Self-motivated individual who seeks to learn with every opportunity given.
A team player with leadership accompanied by good communication and analytical skills.
With a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
Senior Paiza Services Executive(Marketing Operations)
Marina Bay Sands Pte Ltd
09.2021 - Current
- Attending to casino Patrons and internal stakeholders to ensure all arrangements have been made to meet patrons' requirements while maintaining the highest level of customer service
- Deliver professional, prompt and high-quality service experience to Patrons and internal stakeholders over the phone and email while maintaining Marina Bay Sands' standards and departmental KPIs
- Review and enhance processes and procedures to ensure efficiency of the operations
- Training and mentoring new onboarding candidates
- Ensuring reports and auditing checks are in order for the Finance and Compliance Team with daily and/or monthly reports
- Introduce and recommend new methods, practices, and system enhancements to reduce turnaround time as well as improve work efficiency
- Service Excellence Ambassador (2023-2024) Ambassadors drive our service training, develop new training protocols, and educate and train their colleagues on elevating our service offerings
- Monthly Most Consistent and Top Quality Audit Scores (2022-2024)
Guest Service Executive - Call Center(Express Service)
Marina Bay Sands Pte Ltd
09.2019 - 09.2021
- Be customer centric with internal and external guests via all communication channels
- Tackle first level complaint with a pleasant disposition
- Agility to handle services and requests effectively & efficiently
- Apply logic in guests challenges and proactively offer/discuss resolution with a Manager on Duty
- Responsive to emergency situations in according to hotel guidelines
- Contribute to achieve individual and team KPIs
Customer Care Representative
JG Singapore Pte Ltd
12.2018 - 09.2021
- Booking/rescheduling/cancelling of customer appointments via back-end program
- Promoting of company's promotions and offer to potential customers
- Data entry of customer's appointment details
- Training and mentoring new onboarding candidates
Assistant Manager
Wangji Seafood Restaurant
01.2015 - 06.2017
- Managing day-to-day operations of the restaurant
- Replying to website enquiries
- Managing and overseeing any new menus that will be advertised by the restaurant
- Helping with payroll and tallying of day-to-day profit of the business
Education
Geylang Methodist Secondary School
01.2014
Geylang Methodist Primary School
01.2011
Skills
- Customer-oriented
- Communication Skills
- Interpersonal Skills
- Attention To Detail
- Team Player
- Active Listening
- Time Management
- Ability to Work Under Pressure
- Ability to Work in a Team
- Adaptability
Languages
English
Mandarin
Hokkien
Personal Information
- Date of Birth: 10/31/99
- Nationality: Singaporean
Timeline
Senior Paiza Services Executive(Marketing Operations)
Marina Bay Sands Pte Ltd
09.2021 - Current
Guest Service Executive - Call Center(Express Service)
Marina Bay Sands Pte Ltd
09.2019 - 09.2021
Customer Care Representative
JG Singapore Pte Ltd
12.2018 - 09.2021
Assistant Manager
Wangji Seafood Restaurant
01.2015 - 06.2017
Geylang Methodist Primary School
Geylang Methodist Secondary School
Similar Profiles
Maria Kathleen AbieraMaria Kathleen Abiera
Head Hostess at Waku Ghin, Marina Bay Sands Pte. Ltd.Head Hostess at Waku Ghin, Marina Bay Sands Pte. Ltd.
Willie TeoWillie Teo
Project Manager at Marina Bay Sands Pte LtdProject Manager at Marina Bay Sands Pte Ltd
Benjamin Ong Thian SengBenjamin Ong Thian Seng
Director, IT Strategic Initiatives at Marina Bay Sands Pte LtdDirector, IT Strategic Initiatives at Marina Bay Sands Pte Ltd