Noraini Aripin
Summary
Proven in enhancing customer satisfaction and team productivity at Pan Pacific Orchard, I excel in hospitality and complaint resolution. Leveraging strong empathy and multitasking abilities, I've adeptly managed high call volumes and fostered guest relations, contributing to a positive, results-driven work environment. Skilled in both guest service and efficient issue handling, my focus is on achieving and exceeding performance targets.
Overview
18
18
years of professional experience
Work History
Guest Service Ambassador
Pan Pacific Orchard
04.2023 - Current
- Maintained detailed customer call and inquiry logs for performance monitoring.
- Maintained accurate records of calls placed and received.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Increased efficiency by adeptly using a multi-line telephone system while simultaneously logging call details into the database.
- Built rapport with callers through active listening skills and empathetic responses to their concerns or requests.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
Customer Care Officer
Rapid Recruitment (Call Centre)
02.2022 - 04.2023
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volumes with exceptional time management and multitasking skills.
- Developed strong relationships with customers, leading to increased repeat business.
- Contributed to team efforts in exceeding monthly sales targets through upselling products and services when appropriate.
- Reduced customer complaints by providing timely solutions to issues.
- Handled difficult situations calmly, maintaining professionalism at all times.
Front Office Receptionist
Worldwide Hotel
07.2020 - 01.2022
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained clean reception area to promote positive, professional environment for clients.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
Sales Associate
Fj Benjamim
10.2006 - 03.2010
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
Education
N Level -
North View Secondary School
1997
Psle -
Xishan Primary School
1993
Skills
- Hospitality industry experience
- Strong empathy
- Guest Relations
- Complaint Handling
- Calm in handling issue or complain
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
Guest Service Ambassador
Pan Pacific Orchard
04.2023 - Current
Customer Care Officer
Rapid Recruitment (Call Centre)
02.2022 - 04.2023
Front Office Receptionist
Worldwide Hotel
07.2020 - 01.2022
Sales Associate
Fj Benjamim
10.2006 - 03.2010
N Level -
North View Secondary School
Psle -
Xishan Primary School
Similar Profiles
Previn Kumar SugumaranPrevin Kumar Sugumaran
Service Ambassador at Pan Pacific OrchardService Ambassador at Pan Pacific Orchard
Seoin LeeSeoin Lee
Guest Service Ambassador(Club Lounge) at Pan Pacific OrchardGuest Service Ambassador(Club Lounge) at Pan Pacific Orchard
NOOR HIRDIANINOOR HIRDIANI
Guest Service Associate at Pan Pacific OrchardGuest Service Associate at Pan Pacific Orchard