Sangeetha Veerasamy
Summary
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 and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Customer Experience Specialist
Agoda.com
03.2023 - 09.2025
- Supported the Accommodation Support Team for 8 months, assisting with hotel inquiries related to payments and virtual card details.
- Facilitated guest relocations to alternative properties when original bookings were not honored.
- Trained to handle customer inquiries through a messaging platform.
- Monitored DSAT (Dissatisfaction) scores to ensure exceptional customer service and to turn complaints into positive resolutions.
- Managed bookings made through B2B partners, addressing special requests, changes in stay periods, and amendments to room or occupancy details.
- Resolved guest inquiries and complaints promptly and professionally.
- Coordinated with internal departments to resolve refund-related issues.
- Collaborated closely with team members to meet and exceed team KPI expectations.
- Recorded daily interactions in alignment with Agent Behavior KPI reporting standards.
- Maintained personal performance metrics, including Average Handling Time (AHT) and After Call Work (ACW), to consistently meet KPI targets.
Service Manager
OCBC Bank Business Support
02.2022 - 02.2023
- Managed approximately 60 incoming calls per day from customer.
- Handled customer inquiries related to their corporate accounts.
- Guided clients through the corporate account opening process and assisted with updates to account details, including entity name and registered corporate address.
- Troubleshot issues with Velocity internet banking, including login difficulties.
- Facilitated the issuance of cheque books upon customer request.
- Assisted customers in generating full-year account statements for audit purposes.
- Provided guidance on reactivating dormant corporate accounts.
- Coordinated with internal and processing teams to follow up on the status of new corporate account applications.
- Informed customers about the process to obtain SGQR codes for their businesses.
- Assisted customers in applying for PayNow Corporate services and provided step-by-step guidance.
Customer Experience Specialist
Agoda.com
01.2019 - 02.2022
- Mentored and guided new hires on handling customer inquiries effectively across multiple support channels.
- Conducted audits of new hires’ call recordings, live chats, and email correspondences to ensure quality and adherence to standards.
- Provided coaching sessions with constructive feedback, highlighting areas of improvement and tracking developmental progress.
- Documented coaching reports for team managers to monitor new hire performance and growth.
- Performed outbound sales calls to assist global customers in using the Agoda app for bookings—part of a new initiative aimed at driving app adoption and measuring conversion success.
- Managed guest support via email, live chat, and voice calls, assisting with reservation amendments, cancellations, and payment-related issues.
- Coordinated guest relocations when bookings were not honored by properties.
- Assisted B2B partners and hotels with virtual card payment details to ensure booking fulfillment.
- Handled guest inquiries and complaints promptly and professionally, delivering resolution-focused support.
- Liaised with internal departments to resolve refund and escalation matters.
- Collaborated with team members to meet and exceed KPI goals, contributing to team success.
- Accurately documented daily interactions in accordance with Agent Behavior KPI reporting standards.
- Maintained personal KPIs such as Average Handling Time (AHT) and After Call Work (ACW), while consistently delivering excellent customer service and achieving high CSAT ratings.
Coffee Specialist
Nespresso Singapore
07.2018 - 12.2018
- Processing B2B and B2C coffee orders.
- Upselling coffee capsules/coffee machines to customers.
- Attending to customers trouble shooting inquires for their coffee machines.
- Arranging pickups of coffee machine for repair and return.
Customer Service Officer
DBS Bank
02.2018 - 07.2018
- Attending to customers enquiry on personal banking issues.
- Advising customers on their remittance enquiry and follow up calls on the status of their remittance.
- Assisting customer on trouble shooting for their Paylah app and Digibank app.
- Retrieving past years statement for customer’s holding passbook saving account.
- Toggling between different systems to retrieve information for customer on a particular transaction made.
- Raising fraud dispute for customers on unauthorised transactions made on their credit and debit cards.
- Granting waiver for customers on overdraft charges incurred.
- Assisting customer on internet banking set up.
- Guiding customer on internet banking for bill payments, increasing of transaction limits and new account opening.
- Follow up calls as promised to customers on interim updates on their cases.
Customer Service Officer for LTA
SingTel Call Centre
12.2016 - 02.2018
- Attending to member’s enquiries on Vehicle Related Matters.
- Mentor new employees.
- Assisting caller with Early Turn over Scheme and E-Services.
- Escalating cases to the backroom officers when required further investigations.
- Guiding caller to One Motoring website to do their transactions.
- Educating calls on how to use the online enquires option to resolve the enquires.
- Handling complex calls when callers demands to speak with the Overall in Charge.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
Retail Supervisor
Robert Gordon Pottery
10.2014 - 08.2015
- Company Overview: Melbourne Australia
- Managing daily sales and providing excellent customer service to customers.
- Overall, in charge for organising and coordinating birthday parties and corporate events with our factory-made potteries.
- Supervising staff and making sure that good are stocked up and displayed attractively.
- Changing and accounting for stocks.
- Overall store banking.
- Assisting in café duties.
- Upselling factory-made potteries to customers.
- Melbourne Australia
Customer Service Officer
Central Provident Fund Board Singapore
01.2009 - 03.2011
- Attending to member’s enquiries on CPF schemes and services.
- Assisting members with their applications and checking with relevant departments on the status of their application.
- Guiding new and employers on their employee CPF contributions.
- Assisting member’s in regards to their housing payment issues and insurance services.
- Explaining to member’s on how their retirement scheme works and how its calculated.
Senior Agent
Northwest Airlines
07.2006 - 05.2008
- Handling flight cancellation and informing passengers on their flight delays and rebooking passengers to the next available flight.
- Pricing the trip before issuing the tickets.
- Conducting Training for new agents and refresher courses.
- Preparing Training material for the courses.
- Assisting new agents with their PNR.
Education
Bachelor of Science (Hons) - International Tourism & Hospitality Management
MDIS
Singapore 01.2010
Diploma - Tourism Management
SHATEC
Singapore 01.2005
GCE ‘O’ Level -
Brighton Commercial Training Centre
Singapore 01.2001
GCE ‘N’ Level -
Northland Secondary School
Singapore 01.2000
Skills
- Fluently spoken and written language: English and Tamil
- Proficient in Microsoft Word
- Chat GPT
- Experience with Genesys applications
- Athena
- Foundation Back Office to check on credit card charges
- Hermes excess direct communication between hotel and customer
- Rewards backoffice to check on Agoda member accounts and to update their details example phone number/ email address
- Methabase to check on cashback, Hotel listings of amenities and features
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Timeline
Customer Experience Specialist
Agoda.com
03.2023 - 09.2025
Service Manager
OCBC Bank Business Support
02.2022 - 02.2023
Customer Experience Specialist
Agoda.com
01.2019 - 02.2022
Coffee Specialist
Nespresso Singapore
07.2018 - 12.2018
Customer Service Officer
DBS Bank
02.2018 - 07.2018
Customer Service Officer for LTA
SingTel Call Centre
12.2016 - 02.2018
Retail Supervisor
Robert Gordon Pottery
10.2014 - 08.2015
Customer Service Officer
Central Provident Fund Board Singapore
01.2009 - 03.2011
Senior Agent
Northwest Airlines
07.2006 - 05.2008
Bachelor of Science (Hons) - International Tourism & Hospitality Management
MDIS
Diploma - Tourism Management
SHATEC
GCE ‘O’ Level -
Brighton Commercial Training Centre
GCE ‘N’ Level -
Northland Secondary School
References
- Billy Hok Chu Man
- Company: Agoda
- Position: Team Manager
- Contact Number: +65 9661 3158
- Zalifa
- Company: Agoda
- Position: Team Manager
- Contact Number: +65 9451 5109
- Glenn
- Company: Agoda
- Position: Team Manager
- Contact Number: +65 9661 4433
- Ruby
- Company: Agoda
- Position: Team Manager
- Contact Number: +65 9632 8726
Personal Information
Nationality: Singaporean
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