Jane Chai
Singapore
Summary
Expertise in Customer Service. Committed to getting the best solution by conducting travel cost analysis. Knowledgeable and dedicated customer service professional with extensive experience in travel the industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
22
22
years of professional experience
Work History
Global Customer Resolution Specialist (APAC)
Egencia Singapore Pte Ltd
05.2017 - Current
- Resolves products such as air, hotel, car, rail, invoice, visa, customer service, and technical issue investigation - Clarifying customers’ complaints, determining the cause of the problem, and offering the best solution to the problem
- Expediting correction, adjustment, and following up to ensure the issue is resolved
- Manage and approve claims for internal errors - Ensure the customer service team had met the SLA of the client/ process - Minimize the cost of the loss of the company - Events planning/ engagement for the company (volunteer) such as,
- Expedia Family Day (second biggest event), Annual Dinner and Dance (biggest event), charity – Daughters of Tomorrow
- That includes engaging the sponsorship like airlines and vendors.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Performed duties by applicable standards, policies, and regulatory guidelines to promote a safe working environment.
- Carried out day-day-day duties accurately and efficiently.
Senior Corporate Travel Consultant
Egencia Singapore Pte Ltd
06.2017 - 05.2019
- Handle all telephonic inquiries - Planning of travel itineraries, determining customer needs, and proposing best cost savings and alternatives - Confirm travel itinerary request within the stipulated Service Level
- Agreement - Flight ticket issuance, refund and changes - Update and maintain accurate and Personal Client Profile, and travel policy (inhouse system/ SalesForce) - Build and maintain positive working relationships with customers - Hotels offers high yield profits/ value-added service - Assisting Australia and Hong Kong with calls and emails (on urgent request/ backup) - Champion for best customer service TOP 1 BOX in 2018 (achievement) - Maintained a positive attitude at all times in a fast-paced environment
- Received a positive feedback rating of 99% based on customer satisfaction surveys
- Champion for Global Monitoring Programmed for September and
- December 2018 (achievement) - Monthly top hotel performer (achievement)
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Collaborated with colleagues to implement best practices across the department and exceed team goals.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Took a proactive approach to identify and resolve issues that could have a negative impact on business operations and revenue generation.
- Maintained a consistent record of completing projects in accordance with schedule and budget requirements.
Corporate Travel Executive
UOB Travel Planners Pte Ltd
01.2012 - 01.2017
- Handle all telephonic inquiries - Responsible for marketing and selling special packages and hotel-related products (NATAS fair) - Assisted clients with flight reservations, ground transfers
- Responsible for hotel booking, car rental reservation, travel insurance, and visa arrangement - Keeping clients up to date with any changes
- Maintaining the data of customers’ profiles - Ensured all the bookings are met under SLA - Developed and maintained outstanding relationships with clients and exceeded their expectations for customer service while securing their travel arrangements
- Utilized excellent verbal and written communication skills and maintained a professional, positive demeanor - Secured new client sales and retention through exceptional customer service
- Proved successful working within tight deadlines and a fast-paced atmosphere.
- Maintained excellent attendance record, consistently arriving to work on time.
- Identified issues, analyzed information, and provide solutions to problems.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Travel Consultant
ATP Instone Singapore Pte Ltd
05.2006 - 01.2012
- Make professional, accurate, cost-effective travel arrangements for corporate travelers - Ensured that the crew change/ offshore and corporate bookings can be delivered to clients timely - Experience in broad areas such as seaman/ offshore/ corporate travel that includes air tickets, bus tickets, and ticketing processing - Airfare loading system –FARE CHAMPION SYSTEM for all seaman, offshore and corporate - Identify customer needs and desires along with budget and schedule to select appropriate destinations, accommodations, and other travel plans - Provide detailed estimates for clients that include all aspects of travel needs - Provide services for booking air travel, ground transportation, lodging in hotels, bed and breakfasts as well as advance bookings for visa arrangements - Ensure all passengers requests are taken care of (such as meals/ seats and frequent flyer programmed) - Keep updated with knowledge of airfares, fuel surcharges, hotels, visas, and preferred vendors - Perform miscellaneous duties such as arranging conferences and meeting facilities
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Trained new staff and administrative support on customer service, recordkeeping, and travel planning procedures.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
Travel Executive (Australia/ South Africa)
Ananda Travel Singapore Pte Ltd
02.2005 - 04.2005
- Ananda Travel Singapore - Tour updates- liaison between clients and airlines to provide timely information concerning flight schedules, connections, payments, ticket exchanges, and refunds - Planning and negotiating fares/ hotels with airlines, vendors and issuance of group tickets - Tour Leading briefing - Liaising with outbound coaches for airport transfers - Arrangement of visa, hotel rooms for group departures - Prepared detailed itineraries upon bookings to ensure accuracy of reservations and provided confirmation to clients.
Travel Executive
Corporate Information Travel Sdn Bhd
01.2001 - 02.2005
- Perform miscellaneous duties ,such as arranging conferences, meeting facilities, Gala Dinner (includes AV system, lightning effects, etc), transportation, hotel, and vendor
- Tour lead to Honolulu - Make professional, accurate, cost-effective travel arrangements for clients while providing excellent customer service
- Monitored and utilized all in-house contracted vendors for client travel
- Proactively market, sell and consult with clients in regard to the tour, cruise, air, car, and hotel products and all other related services
- Ensure accommodations meet specifications of requesting party
- Followed up with customers to ensure safe arrival, made sure they were satisfied, and vacation packages were accurate
- Provision of information on sightseeing / optional programs
- Collaborated effectively with team buddies employees & management, sharing team responsibilities and creating a cohesive and productive team within a deadline-driven environment - Ground arrangement such as air, car, and hotel reservations for individual/group travel in compliance with corporate travel policies - Conduct daily briefings to tour guide and driver - Handled customer service issues, including unhappy clients, missed flights, overbooked hotels, mistakes in the itinerary, and other last-minute problems.
- Prepared customer invoices, accept payments, and processed refund and cancellation requests.
- Worked closely with the front desk to achieve full occupancy of the property.
- Provided follow-through on all calls with confirmations and dissemination of requested information.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Arranged for group hotel bookings in collaboration with the sales department for special events.
Education
High School Diploma -
Travex Institution of Tourism Management Sdn Bhd
Kuala Lumpur, Malaysia01.2000
Skills
- Customer service specialist
- Customer complaint resolution
- Excellent customer service
- Customer relations specialist
- Customer understanding
- Customer-focused
- Customer rapport
- Customer Retention Strategies
- Understanding Customer Needs
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- Transportation Coordination
- Product development
- Tour Lead
- Event organizer
- Airline Policies
Accomplishments
- Achieved cost saving for clients and company loss .
- Resolved product issue through consumer testing.
- Telephone Service - Professionally processed 30+ calls per day, providing information and service to ensure customer satisfaction (Champion for best customer service TOP 1 BOX in 2018 (achievement- Earned highest marks for customer satisfaction, company-wide.
- Received a positive feedback rating of 99% based on customer satisfaction surveys. - Champion for Global Monitoring Programmed for September and December 2018 (achievement)
- Monthly top hotel performer (achievement) in 2018
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Additional Information
- Goal-driven and passionate about work
- Great interpersonal and communication skills
- Ability to manage travel plans and organize tasks effectively
- Ethics and integrity 5. Receptiveness to new ideas and other people’s insights
- Persistent of seat hunting for waitlist booking
- Energetic, hardworking, and responsible
- Having a very good relationship with airlines
Languages
English
Advanced (C1)
Cantonese
Bilingual or Proficient (C2)
Mandarin
Bilingual or Proficient (C2)
Bahasa
Advanced (C1)
Timeline
Senior Corporate Travel Consultant
Egencia Singapore Pte Ltd
06.2017 - 05.2019
Global Customer Resolution Specialist (APAC)
Egencia Singapore Pte Ltd
05.2017 - Current
Corporate Travel Executive
UOB Travel Planners Pte Ltd
01.2012 - 01.2017
Travel Consultant
ATP Instone Singapore Pte Ltd
05.2006 - 01.2012
Travel Executive (Australia/ South Africa)
Ananda Travel Singapore Pte Ltd
02.2005 - 04.2005
Travel Executive
Corporate Information Travel Sdn Bhd
01.2001 - 02.2005
High School Diploma -
Travex Institution of Tourism Management Sdn Bhd