Gabriella Jane Kelios
Customer Care Professional
Selangor
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Customer Care Professional
American Express (Malaysia) Sdn. Bhd
Kuala Lumpur
05.2023 - Current
- Deliver world-class customer service, while responding to customer inquiries and concerns via multiple channels (calls, emails)
- Build meaningful relationships with customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the customer and American Express
- Enhance customers’ experience by identifying opportunities to offer products based on cardmembers’ needs
- Navigate computer systems and applications to service customers, and enable them to get the most from online and mobile platforms
- Document necessary information, such as payment details, customers change of details, change of address and travel notifications
Employee Engagement and Wellness Intern
Digital Nasional Berhad
Kuala Lumpur
12.2022 - 04.2023
- Led employee engagement initiatives using surveys, focus groups, and workshops to promote the organizational culture and vision
- Proficient in working independently and collaboratively, with a proven track record of project delivery and meeting deadlines
- Conducted assessments of company culture and developed strategic plans for enhancing leadership, teamwork, communication, and recognition
Designed and implemented programs to improve employee engagement and foster a positive workplace culture - Organized employee events and activities to promote teamwork and collaboration
Lifestyle Concierge Consultant
Aspire Lifestyles Malaysia
09.2018 - 05.2020
- Managed premium clients and their concierge service programs
- Fulfilled high-profile program client requests independently and collaboratively with team members
- Brainstormed creative and alternative solutions to customer requests when facing challenges
- Demonstrated a comprehensive understanding of clients' brand promises and used program benefits to fulfill customer requests
- Maximized revenue and customer satisfaction by proactively upselling products and services at every opportunity
Lifestyle Concierge Consultant
Aspire Lifestyles Malaysia
Kuala Lumpur
07.2014 - 08.2017
- Managed premium clients and their concierge service programs
- Fulfilled high-profile program client requests independently and collaboratively with team members
- Brainstormed creative and alternative solutions to customer requests when facing challenges
- Demonstrated a comprehensive understanding of clients' brand promises and used program benefits to fulfill customer requests
- Maximized revenue and customer satisfaction by proactively upselling products and services at every opportunity
Customer Service Officer
ICIMB (M) Sdn Bhd
02.2011 - 07.2011
- Handled customer enquiries on bank products and services in a professional and efficient manner
- Processed customer transactions accurately according to established procedures and guidelines
- Responded promptly and effectively to customer requests
- Addressed customer complaints in a timely and professional manner
Education
Bachelor of Communication (Hons) - Public Relations
UOW Malaysia KDU University College
Malaysia 06.2020 - 11.2023
Foundation in Media Studies -
IACT COLLEGE
Malaysia 05.2013 - 07.2014
Skills
Multitasking
Timeline
Customer Care Professional
American Express (Malaysia) Sdn. Bhd
05.2023 - Current
Employee Engagement and Wellness Intern
Digital Nasional Berhad
12.2022 - 04.2023
Bachelor of Communication (Hons) - Public Relations
UOW Malaysia KDU University College
06.2020 - 11.2023
Lifestyle Concierge Consultant
Aspire Lifestyles Malaysia
09.2018 - 05.2020
Lifestyle Concierge Consultant
Aspire Lifestyles Malaysia
07.2014 - 08.2017
Foundation in Media Studies -
IACT COLLEGE
05.2013 - 07.2014
Customer Service Officer
ICIMB (M) Sdn Bhd
02.2011 - 07.2011
Similar Profiles
Jayamangalamrajalashme KaruppiahJayamangalamrajalashme Karuppiah
Customer Care Professional (SG) at American Express (Malaysia) Sdn BhdCustomer Care Professional (SG) at American Express (Malaysia) Sdn Bhd
Kuhan S N DHAYANKuhan S N DHAYAN
Senior Customer Service Representative at FUTU Malaysia SDN BHDSenior Customer Service Representative at FUTU Malaysia SDN BHD
Nurrul Masayu Md MansorNurrul Masayu Md Mansor
Sales Export Executive (North America & Canada Market) at Hartalega Holdings Sdn. Bhd.Sales Export Executive (North America & Canada Market) at Hartalega Holdings Sdn. Bhd.