SHANIA SERUT
Singapore
Summary
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 and bring top-notch skills in oral and written communication. Immensely enjoys contact with others and is driven to continue professional development.
Overview
5
5
years of professional experience
Work History
Customer Service Officer
Natureland International Pte. Ltd
12.2022 - Current
- Answered customer inquiries via telephone, email and face-to-face contact.
- Resolved customer complaints with timely solutions, improving overall satisfaction.
- Processed payments, updated account balances, and communicated future payment plans to customers for clarity.
- Coordinated sales reservations and booking register, streamlining appointment scheduling.
- Ensured accurate cash drawer counts to maintain financial integrity., verified deposits, and completed opening and closing tasks for efficient operations.
- Assisted in marketing initiatives and updated sales packages and promotions for front desk.
Lounge Attendant
Qatar Airways
09.2022 - 11.2022
- Provided exceptional customer service to lounge guests throughout shifts.
- Monitored and assisted over 100 customers in the lounge for boarding and departure times, ensuring timely communication and smooth transitions to the gate.
- Promoted Premium Services and Qatar Airways products by providing in-depth product knowledge, effectively addressing customer inquiries.
- Assisted the Duty Supervisor in coordinating lounge operations and enhancing team collaboration.
- Maintained highest standards of visual appearance in operational area while ensuring staff compliance with corporate policies and health and safety procedures.
- Established effective communication with all areas of operations, ensuring all pertinent information is cascaded to all departments.
Customer Service Associate
Lizardbear Tasking Inc.
02.2021 - 09.2022
- Responded to 50 customer calls and over 250 emails per day to answer questions about products and services.
- Enhanced customer satisfaction by implementing strategies to address needs and resolve concerns effectively.
- Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.
- Processed customer transactions for returns, exchanges, and refunds.
- Provided training and support to new associates to help provide high-quality customer service.
- Built empathetic client relationships, earning recognition for consistently exceeding service standards.
- Managed critical inter-departmental escalations, contributing to improved customer retention rates.
- Collaborated with team members to resolve complex customer concerns effectively via Slack.
Education
Bachelor of Science - International Travel and Tourism Management
Lyceum of The Philippines University
ManilaHigh School Diploma -
La Consolacion School
Balagtas, Bulacan, PhilippinesSkills
- Inbound and outbound calling
- Complaint resolution
- Administrative support
- International sales support
- Call center operations
- Account management
- Appointment scheduling
- Payment processing
- Time management
- Customer support
- Customer satisfaction
- Team collaboration
- Adaptive team player
- Punctuality and reliability
Awards
Graduated with Honors - Cum Laude
References
- Claudia Tan, manager, Natureland International Pte Ltd, +65 96898169
- Earl Clarish Becalas, team leader, TaskUs - Fort Excellence, clarish.becalas@taskus.com, +639984718212
- Ma. Gracia Dialimas, Operations Supervisor, Lizardbear Tasking Inc., magracia.dialimas@taskus.com, +63917135880
Seminars And Trainings Attended
- Cabin crew training program, 05/01/19
- National Certificate III in Events Management, 11/01/18
- National Certificate II in Tourism Promotion Services, 09/01/17
- National Certificate II in Food and Beverage, 05/01/17
Awards And Recognition Work
- QA champion with an overall score of 105.3% for November 2021
- CSAT champion for CX accounts with an overall score of 175.4% for November 2021
- CRR champion with an overall score of 200% attainment for October 2021
- Top 1 performer for October 2021, with an overall score of 4.55%
- Top two performers for the first quarter of 2022
Timeline
Customer Service Officer
Natureland International Pte. Ltd
12.2022 - Current
Lounge Attendant
Qatar Airways
09.2022 - 11.2022
Customer Service Associate
Lizardbear Tasking Inc.
02.2021 - 09.2022
Bachelor of Science - International Travel and Tourism Management
Lyceum of The Philippines University
High School Diploma -
La Consolacion School