Crm system
Sharifah Begum
Customer Service Executive
Summary
An individual whose passion is in the aviation industry.
Thorough team contributor with strong organizational capabilities. Experienced in handling passenger check-in via CRM system, arrival and departure flights while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Proven to follow strict guidelines and adhere to the safety and security in the aviation industry.
Overview
3
3
years of professional experience
2023
2023
years of post-secondary education
Work History
Check in Agent
Cathay Pacific Airlines
09.2023 - 03.2025
- Streamlined the check-in process for a smoother experience, managing passenger reservations with accuracy.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Meeting arrival flights, ensuring smooth disembarkation of crew and passengers
- Scan and check passports and boarding tickets at boarding gate.
- Queue management, ensuring passengers queue according to ticket classification
- Assist in Lost & Found Services and baggage tracing activities
- Ad-hoc duties as assigned
- Evaluated customer service staff performance and provided constructive feedback.
- Managed challenging situations professionally, deescalating conflicts and finding appropriate resolutions.
- Collaborated with team members to maintain high-quality service standards during peak travel times.
- Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
- Assisted with operations at cathay lounge.
Customer Service Call Center Representative
DBS Bank
08.2022 - 08.2023
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Documented and detailed calls and complaints using call center's CRM database.
- Posess positive attitude and focus on customer satisfaction.
- Retained customers by offering alternative solutions during difficult interactions or potential cancellations of services.
- Supported colleagues with handling complex cases and provided insights for better decision-making in challenging situations.
- Collaborated with other departments to resolve cross-functional issues affecting customer experience positively.
Education
Honours Degree of Bachelor of Business studies - Management
University College Dublin
Diploma - Human Resource
Kaplan Singapore
Diploma - Psychology
MDIS
Skills
Passenger assistance
Airline reservation systems
Baggage handling
Crisis management
Airport security regulations
Travel documentation expertise
Flight scheduling awareness
Ticketing and boarding procedures
Check-in procedures
Booking issues
Personal Information
Citizenship: Singapore Citizen
Software
Timeline
Check in Agent
Cathay Pacific Airlines
09.2023 - 03.2025
Customer Service Call Center Representative
DBS Bank
08.2022 - 08.2023
Diploma - Human Resource
Kaplan Singapore
Diploma - Psychology
MDIS
Honours Degree of Bachelor of Business studies - Management
University College Dublin