HIDAYAH ISA
Singapore
Summary
Seeking a career change and an opportunity to excel in a stimulating environment, I am keen to utilize my skills and experience to contribute to a dynamic organization that prioritizes innovation and growth. Committed to ongoing learning and professional development, I am prepared to take on new challenges and make a significant impact. A strong work ethic and a drive for excellence propel me as I embark on the next phase of my career journey.
Overview
20
20
years of professional experience
Work History
Airlines Representative
Turkish Airline Pte Ltd
12.2016 - 07.2024
- Calculates the fare and arranges the route as per requests of the passengers; provides information to the passengers in relation to schedule, fares and ensures the required coordination
- Performs reservation/booking for the passengers applying to the counter
- Issues tickets for Domestic and International lines, MCOs (Manual Change Orders), Excess Baggage Ticket; changes such tickets; and performs the processes in relation to return of the same
- Performs Endorsement and Rerouting processes
- Solves any difficulties, experienced at the sales counter or in respect of relations with the passengers; or reports the same to the senior authorities
- Welcomes the aircraft; and ensures coordination and communication by and between the crew, handling agent, catering, cleaning, air traffic, customs and immigration
- Ensures that all daily flight documents are prepared in full and complete; places the orders for daily catering service; and keeps any and all kinds of records in relation to the flights
- Performs reservation/booking; and files the post-flight documents accurately and in full; and performs statistical actions in respect of the flight coupons
- Prepares the Inbound/Outbound Co-Mail forms, and delivers/receives the same to/from the aircraft
- In respect of processes for lost baggage, ensures that any lost baggage is found and delivered to their owners, by ensuring coordination with the handling agent and implements the steps in accordance with the compensation process if necessary
- Reports and registers any operational income-cost-financing and financial statistical information to the relevant IT systems such as SAP, ERP, DOP as required by the Management
Customer Service Officer /Customer Liaison Officer
DNATA
08.2009 - 11.2016
- Front-line customer service role
- Assist in checking in at counter, scan and check passports and boarding tickets
- Ensuring the smooth arrival and departure process
- Ad-hoc duties as assigned
- Making reservation such as new booking, assist in misconnecting passengers, assist in irregularities, answering calls, handle VIP's and special request
- Support work related pricing, ticketing, mileage upgrade and schedule changes
- Handles Aircraft On Ground (AOG) or Return to bay (RTB) flights due technical or medical assistance
Customer Service Officer
Bintan Resort Ferries
11.2008 - 07.2009
- Attend to enquiries by holiday makers in Bintan Resorts on ferry bookings and other related travel services.
- Handle group and charter ferry bookings, ticketing, issuance of boarding pass.
- Ensuring the smooth arrival and departure process.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Airport Customer Service
P-Serv
10.2007 - 10.2008
- Provide end-to-end customer service for passengers /member of public or callers and attending to their enquiries, feedback and proactively proposing solutions to assist them on their needs
- Perform end-to-end Lost and found duties, includes attending enquires, generating lost enquire report or found reports, assist with claimant and reconciling processes
- Being first line of response to incidents, medical and emergency cases, undertake appropriate mitigating measures on ground, and to escalate and activate relevant parties to follow up on the cases
- Performing roving duties at both transit and public areas, proactive engagement of passengers to assist with flight related enquires, introduce and suggest facilities, retail and F&B options
- Assist with queue combing at various key touch pointers and coordination with relevant airport partners
- Conduct first level fact-finding from customer and categories all feedback and enquiries, and route the cases to the respective departments, track the follow up and case closures
Customer Service Agent
GMP Recruitment Service
04.2006 - 09.2007
- Collating, Counting, check for validity and expiry Paper Tickets of Garuda Airlines
- Assist in checking in at counter, scan and check passports and boarding tickets
Customer Service Agent
Gold Eagle Service
10.2004 - 03.2006
- Front-line customer service role
- Assist in checking in at counter, scan and check passports and boarding tickets
- Ensuring the smooth arrival and departure process
- Ad-hoc duties as assigned
Education
Certificate in Customer Service Skills -
Impact Seminar Seminar
04.2007
Certificate of Power Training in speech and drama with phonics/phonetic and guided reading -
Power TOTS
02.2004
Certificate of Office Skills -
ITE East Bishan
12.2002
Certificate of 'N' Level -
East View Secondary School
12.2001
Certificate of PSLE -
Elias Park Primary School
12.1996
Skills
- Proficient in Microsoft
- Office administration
- Event planning
- Simple accounting
- Customer relations
- Customer support
- Telephone reception
Licenses
- 2B
- 3A
Personal Information
- Date of Birth: 05 September 1985
- Gender: Female
- Marital Status: Married
Part time jobs
- Call Centre Customer Service Representative - Pizza Hut
Respond to customer service request for restaurant food orders., Support marketing of products., Assist and mentor new call center representatives.
- Telemarketing
Solicit donations or orders for goods or services over the telephone. Deliver prepared sales talks to persuade potential customers.
- Retail Associate, Bata shoe
Support day to day business operations., Attend to customers' needs and enquiries.
- Retail Associate, Watsons
Housekeeping., Replenishment of stocks.
Timeline
Airlines Representative
Turkish Airline Pte Ltd
12.2016 - 07.2024
Customer Service Officer /Customer Liaison Officer
DNATA
08.2009 - 11.2016
Customer Service Officer
Bintan Resort Ferries
11.2008 - 07.2009
Airport Customer Service
P-Serv
10.2007 - 10.2008
Customer Service Agent
GMP Recruitment Service
04.2006 - 09.2007
Customer Service Agent
Gold Eagle Service
10.2004 - 03.2006
Certificate of Power Training in speech and drama with phonics/phonetic and guided reading -
Power TOTS
Certificate in Customer Service Skills -
Impact Seminar Seminar
Certificate of Office Skills -
ITE East Bishan
Certificate of 'N' Level -
East View Secondary School
Certificate of PSLE -
Elias Park Primary School
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