Ho Keng Herng Ivan
Customer Service Executive
S730549
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. A fast learner with a enthusiasm to learn more.
Overview
16
16
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Customer Service Executive
The Air Station Pte Ltd
05.2022 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Officer
9 Koi Marketing Pte Ltd
05.2019 - 06.2021
- Handling customer complaint & feedbacks
- Have a wide varieties of product knowledge from Water dispenser, Air Purifiers, Dehumidifiers and other home appliances.
- Assisted customers with technical troubleshooting for all products from the company.
- Do Sales and upselling on the company products.
- Communicated with customer from various platform. Example: Whatsapp, Calls, Facebook & Emails.
Customer Service Officer
C&W SERVICES (S) PTE LTD
12.2018 - 05.2019
- Assist with General Enquiry/Escalation cases/ Cleaning & Maintenance Request via Phone/Email.
- Compile monthly Analysis and prepare Morning Reports.
Executive Customer Care Officer / WMT (Pre-opening team)
SINGAPORE TELECOMMUNICATIONS LIMITED (SINGTEL)
06.2015 - 08.2018
- Assist with General Enquiry / Billing/ Escalation cases
- Fully trained in both Mobile and Fixed (Fibre/TV/Homeline) services
Assistant Concierge (Executive) -Promoted
RAMADA & DAYS HOTEL SINGAPORE
10.2014 - 06.2015
- Arrange Limousine service.
- Coach Arrangement for Airlines Crew. (Qatar Aircrews / China Airlines)
- Tour booking / Restaurant reservation / Purchasing of tickets.
- Serving as Information counter.
- Manage the bellman as a team and supervise them to ensure operation runs smooth for both hotels.
- Handling Complains from guest.
- Courier services.
Master of Experience (Pre-opening team)
RAMADA & DAYS HOTEL SINGAPORE
04.2013 - 10.2014
- Attachment to 3 different departments. ( Front Office / F&B / Housekeeping)
- Served as Front Desk Reception / Service Center Operator / Guest Relations Executive / Concierge.
- Worked as a Host, Bartender & Waiter at 2 different F&B outlets
- Learned the overall operations in the hotel and able to perform duties within the timeframe given.
Concierge Assistant
SHANGRI-LA RASA SENTOSA RESORT & SPA
05.2011 - 04.2013
- Arrange Limousine service.
- Tour booking / Restaurant reservation / Purchasing of tickets.
- Serving as Information counter.
- Handling Luggage.
Intern
SHANGRI-LA RASA SAYANG RESORT & SPA
09.2009 - 03.2010
- Attached to Front Office / F&B / Recreation / Sales & Marketing.
Education
Diploma - Hospitality Management
GENTING INTI INTERNATIONAL COLLEGE
Malaysia Pahang 08.2008 - 04.2011
High School Diploma -
ST. MICHAEL INSTITUTION IPOH, PERAK
Ipoh, Perak 01.2003 - 12.2007
Skills
Customer relationship management
Customer needs assessment
Issue escalation
Payment management
Online chat and email
Call center experience
Team collaboration
Troubleshooting
Team training and development
CRM software
Multitasking
Reason For Leaving
I am seeking new and different experience as well to satisfy the desire to learn more. Looking for new challenges and discovers the solutions to overcome it. As I looking to further my studies on languages, I am not able to continue working for a long shift in my current workplace.
Last Drawn Salary
$3550
Permanent Resident
Singapore
Personal Information
- Expected Salary: $4000
- Citizenship: Malaysian
- Date of Birth: 26/11/90
- Marital Status: Married
Timeline
Customer Service Executive
The Air Station Pte Ltd
05.2022 - Current
Customer Service Officer
9 Koi Marketing Pte Ltd
05.2019 - 06.2021
Customer Service Officer
C&W SERVICES (S) PTE LTD
12.2018 - 05.2019
Executive Customer Care Officer / WMT (Pre-opening team)
SINGAPORE TELECOMMUNICATIONS LIMITED (SINGTEL)
06.2015 - 08.2018
Assistant Concierge (Executive) -Promoted
RAMADA & DAYS HOTEL SINGAPORE
10.2014 - 06.2015
Master of Experience (Pre-opening team)
RAMADA & DAYS HOTEL SINGAPORE
04.2013 - 10.2014
Concierge Assistant
SHANGRI-LA RASA SENTOSA RESORT & SPA
05.2011 - 04.2013
Intern
SHANGRI-LA RASA SAYANG RESORT & SPA
09.2009 - 03.2010
Diploma - Hospitality Management
GENTING INTI INTERNATIONAL COLLEGE
08.2008 - 04.2011
High School Diploma -
ST. MICHAEL INSTITUTION IPOH, PERAK
01.2003 - 12.2007
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