Nurul Syafiqah Osman
Singapore
Summary
Professional in customer service industry with keen ability to address and resolve customer concerns. Recognized for enhancing team collaboration and consistently achieving results in dynamic environments. Proficient in communication and conflict resolution, adaptable to changing needs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Reservation and Call Center Executive
New Park Property Pte Ltd
05.2023 - Current
- Support the reservations sales team and operations teams to ensure all key KPIs are met and maintained including conversion, abandoned call rate and quality assurance.
- Ensure travel agency commissions, reservations sales conditions, profile tracking and guest recognition is checked, completed and updated accordingly.
- Maintain accuracy of arrivals including billing, VIP status and other guest preferences.
- Maintain high level of performance within the reservations guest experience, including the support for the reservations and operations team.
- Manage rooming lists, corporate bookings, and crew blocks as required.
- To input reservations into Opera reservation system, ensuring all details are accurate and complete in line with agreed departmental standards.
- To update any special requests and billing details in Opera.
- To provide polite and friendly response to all incoming telephone enquiries.
- To be fully aware of the hotels facilities and to pass information on to the customers, and to maximize hotel revenue by taking every opportunity to up-sell products and hotel services wherever possible.
Senior Sales Associate - Assistant Manager
Purely C/O Pure Senses Pte Ltd
11.2015 - Current
- Collecting and analyzing commercial information from various sources, responsible for compiling reports and presentations, monthly
- To input daily utilities consumption for relevant stores and data needed to produce reports for immediate direct superior
- Independently handle inquiries, quotations for purchasing, negotiation of contractual terms, agreements and settling disputes within given authority according to company's policy and liaison with customers on payment matters
- Identifying and improving operational processes; if necessary, recommend and implement changes to operations procedures
- Assist corporate clients and customers with information about product features to meet their needs
- Strategizing to find cost-effective deals/promotions
V & V BRANDS PTE LTD
01.2020 - 02.2021
- Company Overview: Singapore beauty & wellness industry
- Helping customers to look mesmerising & build their inner confidence
- Conducting surveys, tracking visitor characteristics on a company website
- Providing expertise in data storage structures, data mining, and data cleansing
- Creating and following processes to keep data confidential
- Translating numbers and facts to inform strategic business decisions
- Singapore beauty & wellness industry
Education
Tourism and Hospitality Management - Principles of Hospitality Management, Accommodation Operations, Macroeconomics, Principles of Accounting
PSB Academy City Campus
01.2018
Nitec Mechatronics - Automation Technology, ELECTRONICS, ELECTRICAL INSTALLATION, CAD AND MECHANICAL MAINTENANCE, AUTOMATION AND BASIC ROBOTICS
ITE College West
12.2014
Skills
- Training and instructing
- Teamwork & collaboration
- Customer Service
- Product and Service Sales
- Computer skills
- Spreadsheets (Excel, Google Spreadsheets)
- CRM software
- Call handling
Certification
- WSQ Applying 5s Techniques
- WSQ Teamwork at Workplace
- WSQ Respond to Service Challenges
- WSQ Engage in Service Innovation Initiatives
Personal Information
Date of Birth: 08/30/95
Timeline
Reservation and Call Center Executive
New Park Property Pte Ltd
05.2023 - Current
V & V BRANDS PTE LTD
01.2020 - 02.2021
Senior Sales Associate - Assistant Manager
Purely C/O Pure Senses Pte Ltd
11.2015 - Current
Nitec Mechatronics - Automation Technology, ELECTRONICS, ELECTRICAL INSTALLATION, CAD AND MECHANICAL MAINTENANCE, AUTOMATION AND BASIC ROBOTICS
ITE College West
- WSQ Applying 5s Techniques
- WSQ Teamwork at Workplace
- WSQ Respond to Service Challenges
- WSQ Engage in Service Innovation Initiatives
Tourism and Hospitality Management - Principles of Hospitality Management, Accommodation Operations, Macroeconomics, Principles of Accounting
PSB Academy City Campus
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