Poh Chin Ong
Singapore
Summary
Detail-oriented professional with a proven track record of high-quality performance. Possessing an adaptable and proactive nature, I thrive both independently and as a team player. Eager to bring my enthusiasm and expertise to your esteemed company.
Experienced with problem-solving and conflict resolution in customer service environments. Utilizes effective communication and active listening to address customer needs. Track record of adapting to dynamic situations and maintaining positive customer experience.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
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.
Overview
28
28
years of professional experience
Work History
Customer Service Officer
DBS Bank
07.2024 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Partner Success Specialist - Tier2
VMWARE
04.2015 - 05.2024
- Proficient in managing bilingual call and email inquiries, with a focus on the Chinese and English-speaking markets, particularly China and Taiwan
- Expertise in coordinating with teams to execute outreach initiatives for partner program renewals and license updates
- Skilled in organizing and leading internal meetings to streamline communication
- Competent in generating reports and maintaining accurate records within Salesforce (SFDC)
- Diligent in logging and following up on unresolved cases, ensuring timely resolution
- Adept at triaging cases, efficiently directing them to appropriate team members or queues
- Contributed to internal projects, enhancing overall team productivity
- Experienced in managing online chat support, providing immediate assistance to partners
- Involved in pre-launch testing of new systems, ensuring functionality and user readiness
- Capable of handling partner complaints, maintaining high levels of partner satisfaction
- Conducted partner training sessions on system navigation, improving user experience
- Maintained a Partner Satisfaction tracker to monitor and improve service quality
- Provided support for Carbon Black, including password resets and MFA issues
- Delivered Level1 technical support and escalated complex issues to ensure swift resolution
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Achieved successful client outcomes by identifying and addressing their unique needs and goals.
- Leveraged technological tools for efficient case management, organization, and enhanced client communication.
- Cultivated a positive work environment within the firm by promoting collaboration among colleagues.
Customer Support Specialist
PEGASUS SOLUTIONS (SINGAPORE) PTE LTD
10.2008 - 01.2015
- Expertly navigated Global Distribution System (GDS) and Central Reservation System (CRS) to ensure seamless hotel availability and handle booking inquiries
- Addressed all E-commerce and E-distribution queries, including rate loading, reporting, and error troubleshooting
- Resolved system discrepancies and maintained accurate reservation database integrity
- Delivered dedicated support to hotel members and travel agents, enhancing customer satisfaction
- Successfully onboarded new hotel members, ensuring a smooth integration into our network
- Led comprehensive systems training for hotel partners, utilizing both online and in-person methods
- Managed customer expectations effectively, ensuring timely follow-up on outstanding issues
- Contributed to special projects and conducted technical research to support organizational needs
- Developed and implemented promotional codes for hoteliers, streamlining the marketing process
- Assumed managerial responsibilities during a4-month maternity leave, maintaining leadership continuity
Reservation Executive
CONRAD CENTENNIAL SINGAPORE
01.2004 - 01.2007
- Streamlined daily operations within the Reservations Team for optimal efficiency
- Managed telephone reservations and inquiries, catering to both Corporate and FIT Clientele
- Ensured accuracy of online allotments and information across web travel agents and hotel websites for guest convenience
- Provided Front Office support, including cashiering and guest check-in, during peak periods or staff shortages
- Generated and analyzed daily and monthly reservation reports to inform strategic decisions
- Coordinated group reservations and managed rooming lists with precision
- Supported Banquet catering operations as needed to maintain service standards
Customer Service Representative
HILTON HONOURS PROGRAM
01.2000 - 01.2004
- Managed inbound calls ensuring high-quality customer service and member satisfaction
- Coordinated tailored travel accommodations to meet specific member requirements
- Resolved member complaints efficiently to maintain positive customer relations
- Provided dedicated support for Asia Pacific clientele, including Hong Kong, China, and Australia markets
- Accurately input data for new members into the system to maintain up-to-date records
- Generated bi-weekly and monthly reports to track customer engagement and service metrics
Reservation Agent
HILTON RESERVATION WORLDWIDE
06.1997 - 01.2000
- Managed customer inquiries and bookings with exceptional service and attention to detail
- Coordinated accommodations and travel itineraries tailored to guests' requirements
- Resolved customer complaints efficiently to ensure satisfaction and maintain brand reputation
- Fielded calls and provided support for the Asia Pacific region, focusing on the Hong Kong and China markets
- Facilitated morning meetings and prepared essential reports for daily operations
Education
Diploma - Tourism Studies
SHATEC
01.1997
Secondary School - undefined
NAVAL BASE SECONDARY SCHOOL
01.1993
Primary School - undefined
ANG MO KIO PRIMARY SCHOOL
01.1988
Skills
- MS WORD
- MS EXCEL
- SFDC
- WEBEX
- ZOOM
- MS POWERPOINT
- Customer support
- Complaint handling
- Data entry
- Customer focus
- Call center experience
- Inbound call management
- Information protection
LANGUAGES
ENGLISH
MANDARIN
HOKKIEN
References
ARNE, GADEGAST, +353872760834
Hobbies and Interests
BAKING, READING
DRIVING LICENSE
Driving license category Class3A
COURSE
INSPIZONE May2024 - May2024 Excel Mastery
Timeline
Customer Service Officer
DBS Bank
07.2024 - Current
Partner Success Specialist - Tier2
VMWARE
04.2015 - 05.2024
Customer Support Specialist
PEGASUS SOLUTIONS (SINGAPORE) PTE LTD
10.2008 - 01.2015
Reservation Executive
CONRAD CENTENNIAL SINGAPORE
01.2004 - 01.2007
Customer Service Representative
HILTON HONOURS PROGRAM
01.2000 - 01.2004
Reservation Agent
HILTON RESERVATION WORLDWIDE
06.1997 - 01.2000
Secondary School - undefined
NAVAL BASE SECONDARY SCHOOL
Primary School - undefined
ANG MO KIO PRIMARY SCHOOL
Diploma - Tourism Studies
SHATEC
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