NORSYAFINAZ BINTE SABTU
SINGAPORE
Summary
Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in attraction industry and customer service management illustrated over 5 years of industry experience. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. I am a hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service excutive position. Ready to help team achieve company goals.
Overview
8
8
years of professional experience
Work History
Guest Service Agent
Ticketing
07.2022 - Current
- Greeted guests upon arrival by providing warm welcome.
- Assisted guests with variety of services and local attraction information.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to guests.
- Provided guest assistance and recommendations for tourist attractions.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
TICKETING & RETAIL ASSOCIATE
Skyline Luge Sentosa
12.2018 - 06.2022
- Intern/Part-time/Full time
- Helped customers complete purchases, locate items, and join reward programs.
- Trained and supervised new employees to use selling strategies and apply best practices.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Collaborated with team members to achieve daily sales goals and exceed performance targets.
- Utilized upselling techniques to promote additional products and increase sales.
- Managed efficient cash register operations.
- Maintained a clean and welcoming store environment to enhance the overall shopping experience for customers.
- Refunded payments for returned items, processed exchanges, and offered store credit to achieve customer satisfaction.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Part-time Barista
Coffee Bean & Tea Leaf Pte Ltd
01.2017 - 01.2018
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Maintained regular and consistent attendance and punctuality.
- Prepared specialty drinks such as cappuccinos, lattes and mochas.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Used POS system to accurately enter orders and process payments.
Customer Service Officer
APM Property Management
01.2016 - 03.2017
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Siglap Secondary School
Siglap Secondary School
ITE College West
No Degree - Diploma in Business Practice
Temasek Polytechnic
Singapore04.2023
Skills
- Customer Service
- Team building and supervision
- Customer rapport
- Cash Management
- Basic accounting
- Issue Resolution
- Ticket Sales
- Detail Oriented
- Office Support
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Nric
S9932955F
Race
Boyanese
Activities
2012-2017, Malay Dance, Siglap Secondary School
Language Abilities
English, Malay, English, Malay
Personal Information
- Title: TICKETING & RETAIL ASSOCIATE
- Gender: Female
- Nationality: Singaporean
Awards
- 2012, Track & Field Event, Sports Day, Siglap Secondary School
- 2015, Singapore Youth Festival, Siglap Secondary School
- 2015, Most Diligent Student, Siglap Secondary School
Languages
Malay
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Indonesian
Advanced (C1)
Timeline
Guest Service Agent
Ticketing
07.2022 - Current
TICKETING & RETAIL ASSOCIATE
Skyline Luge Sentosa
12.2018 - 06.2022
Part-time Barista
Coffee Bean & Tea Leaf Pte Ltd
01.2017 - 01.2018
Customer Service Officer
APM Property Management
01.2016 - 03.2017
Siglap Secondary School
Siglap Secondary School
ITE College West
No Degree - Diploma in Business Practice
Temasek Polytechnic
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