Summary
Overview
Work History
Education
Skills
Languages
Timeline
References
Personal Information
Generic

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

Sangeetha Veerasamy