SALASIA JAAFAR
Summary
I am eager to gain employment in this industry to continue acquiring new skills and knowledge. I have a passion for customer service and enjoy interacting with people. Over the years, I have gained knowledge in sales and customer service through my work experiences in the service industry. I enjoy meeting people and assisting them with their enquiries and needs, through excellent customer service.
Overview
16
16
years of professional experience
Work History
Executive Customer Service Officer (Vivocity)
Mapletree Investments Pte Ltd
02.2014 - 12.2023
- FRESHDESK (INCOMING EMAILS all platform)
- RETRIEVING OF OT HRS for individual CSO
- LEAVE APPLICATION/ PLANNING OF ROSTER/SHIFT INPUT IN SAP, TARDINESS REPORT
- RETRIEVING CCTV FOOTAGES/AUDIO TO DETERMINE FACTS OF COMPLAINTS OR INCIDENT
- MONTHLY INVENTORY
- CHECKING OF VOICEMAIL RESOLUTION
- MONTHLY CSO AUDIT ON SITE AT COUNTER
- TABULATION OF COMPLAINS/COMPLIMENTS RECEIVED BY INDIVIDUAL CSO.
- TABULATION OF REWARDS BILLING, ISSUANCE OF MONTHLY INVOICES/ WEEKLY UPDATE DEBTOR REPORTS
- ONBOARDING OF NEW BUSINESS PARTNER
- MONTHLY VOUCHER AUDIT/ REPORT, REQUEST OF VOUCHER EXTENSION/ REQUEST OF EXPIRED TENANT VOUCHER SUBMISSION
- VOUCHER ISSUANCE FOR SPONSORSHIP/ CORPORATE SALES, INTERNAL REQUEST/ALL OTHERS (SERVICE RECOVERY)
- VOUCHER REQUISTION REQUEST, EMAIL INTRODUCTION OF MAPLETREE VOUCHER SCHEME TO NEW TENANTS, INVOICES & BILLING (PO CREATION)
SENIOR CUSTOMER SERVICE OFFICER (vivocity)
Mapletree Investments Pte Ltd
- TRACKING OF CSO MONTHLY OT REPORT
- TRACKING OF TOURIST HAVE REDEMPTION AND ENSURES THAT THE REPORT IS SUBMITTED ON MONTHLY BASIS
- ROSTER PLANNING (MONTHLY)
- PROVIDING MALL CONCIERGE SERVICES, ATTENDING TO SHOPPERS' QUERIES, ASSISTING IN CUSTOMER LOYALTY PROGRAMMES, MALL REDEMPTION PROGRAMMES/ SALES OF MAPLETREE SHOPPING
- VOUCHERS PURCHASE
- FRESHDESK (INCOMING/OUTGOING EMAIL)
CUSTOMER SERVICE OFFICER (VIVOCITY)
Mapletree Investments Pte Ltd
- PROVIDING MALL CONCIERGE SERVICES
- ATTENDING TO SHOPPERS QUERIES
- ASSISTING IN CUSTOMER LOYALTY PROGRAMMED
- MALL REDEMPTION PROGRAMME
- SALES OF MAPLETREE SHOPPING VOUCHERS
CUSTOMER SERVICE AGENT
GOLDIN ENTERPRISE, BUSINESS ALLIANCE PTE LTD/ AEROLOG EXPRESS PTE LTD
06.2009 - 10.2013
- TO MEET ARRIVAL/DEPARTURE FLIGHTS
- ASSIST WITH DELAY FLIGHTS, SPECIAL CASES SUCH AS UNACCOMPANIED MINORS
- ASSIST WITH PASSENGERS ENQUIRIES
- TO HANDLE INBOUND/ OUTBOUND CALLS, ROSTERING WHEN REQUIRE
RECEPTIONIST
UNITY DENTICARE
11.2008 - 05.2009
- REGISTRATION OF WALK-IN/ APPOINTMENT PATIENTS
- TO VERIFY IF ANY PERSONAL OR INSURANCE INFORMATION HAS CHANGED SINCE LAST VISIT
- SCHEDULES APPOINTMENTS FOR PATIENT BOTH IN PERSON/ OVER THE PHONE
- SUBMITTING PAYMENT REQUEST TO INSURANCE COMPANY, COLLECTING PAYMENTS FROM PATIENT, ACCESSING/FILING PATIENT DENTAL
- RECORDS/CHARTS, ORDERING DENTAL SUPPLIES AND EQUIPMENT, RECONCILING BANK ACCOUNTS/MAKING DEPOSITS
- TYPING LETTERS OR OTHER CORRESPONDENCE OF BEHALF
PATIENT ACCOUNTS REPRESENTATIVE
GLENEAGLES PARKWAY HEALTH HOSPITAL
05.2008 - 10.2008
- GENERATE IN-FLIGHT DEPOSITS TOP UP REPORTS/ PERFORM FOLLOW-UP ACCOUNTS
- INSURANCE CLAIM SUBMISSION
- TO DO FEES BILLING DURING DISCHARGE
- LIASE TO MEET UP WITH CLIENT TO DISCUSS FINANCIAL ARRANGEMENTS
- TO PERFORM CASHIERING DURING ADMISSION/DISCHARGE PROCESSES
CALL AGENT (PART-TIME)
KFC & PIZZA HUT MANAGEMENT CALL CENTRE
12.2007 - 03.2008
- ATTEND CALLS/ ORDER
- HANDLE INBOUND/OUTBOUNT CALLS
- HANDLE FEEDBACKS/COMPLAINS/SERVICE RECOVERY
Education
N'LEVEL -
BALESTIER HILL SECONDARY SCHOOL
01.2007
PSLE -
FIRST TOA PAYOH PRIMARY SCHOOL
01.2003
Skills
- Excellent customer service skills
- Familiar with Customer Information System
- Multi-tasking skills
- Ability to work well with fellow employees
- Ability to perform independently, Able to work under pressure
- Enthusiastic And Quick Leaner
Skills Literacy
Microsoft Office (Words, Excel & PowerPoint), Written & Oral Communication, Interpersonal Skills
Availability
Immediate
Timeline
Executive Customer Service Officer (Vivocity)
Mapletree Investments Pte Ltd
02.2014 - 12.2023
CUSTOMER SERVICE AGENT
GOLDIN ENTERPRISE, BUSINESS ALLIANCE PTE LTD/ AEROLOG EXPRESS PTE LTD
06.2009 - 10.2013
RECEPTIONIST
UNITY DENTICARE
11.2008 - 05.2009
PATIENT ACCOUNTS REPRESENTATIVE
GLENEAGLES PARKWAY HEALTH HOSPITAL
05.2008 - 10.2008
CALL AGENT (PART-TIME)
KFC & PIZZA HUT MANAGEMENT CALL CENTRE
12.2007 - 03.2008
SENIOR CUSTOMER SERVICE OFFICER (vivocity)
Mapletree Investments Pte Ltd
CUSTOMER SERVICE OFFICER (VIVOCITY)
Mapletree Investments Pte Ltd
N'LEVEL -
BALESTIER HILL SECONDARY SCHOOL
PSLE -
FIRST TOA PAYOH PRIMARY SCHOOL
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