SHUERH ESABELLA ANG
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
20
20
years of professional experience
Work History
Reservation & Ticketing Supervisor
Asiana Airlines
04.2024 - Current
- Assisted in processing ticket sales and managing inventory for events.
- Coordinated customer inquiries and resolved ticketing issues effectively.
- Learned to utilize ticketing software to streamline sales operations.
- Collaborated with staff to ensure smooth operation during high-demand periods.
- Adapted quickly to new systems for efficient event management support.
- Provided customer service support, enhancing guest satisfaction at events.
- Implemented procedures for day-to-day ticket processing, marketing initiatives, financial reporting settlements.
- Processed refunds and exchanges in accordance with company policy.
- Enhanced customer satisfaction by resolving ticketing issues promptly and efficiently.
- Cultivated strong relationships with clients through exceptional service delivery standards, leading to repeat business opportunities over time.
- Acted as senior management available for customer service inquiries and escalated customer issues.
- Enforced box office daily financial reporting across revenue lines through ticketing system and reconciliation of ticket sales within accounting system.
- Supported team by maintaining accurate records of ticket transactions.
- Implemented procedures for day-to-day ticket processing settlements.
- Oversaw day-to-day communications with ticketing company and department leads and management of box office staff.
- Streamlined the ticketing process for faster service, contributing to increased sales.
- Established efficient communication channels between departments for smoother workflow and higher productivity levels.
- Developed training materials to improve agent performance and overall customer experience.
- Played an active role in the recruitment and selection of new team members, ensuring that only highly qualified candidates were brought onboard to maintain high standards of service quality within the ticketing department.
- Fostered positive working environment by addressing any conflicts among team members proactively before they escalated into major issues affecting overall workplace morale negatively.
Senior Patient Service Associate
Changi General Hospital
09.2020 - 09.2022
- Managed patient check-in processes, ensuring accurate data entry and efficient appointment scheduling.
- Assisted patients with inquiries, providing exceptional customer service and fostering positive experiences.
- Coordinated communication between medical staff and patients to streamline treatment information dissemination.
- Implemented electronic health record updates to enhance patient data accuracy and accessibility.
- Facilitated insurance verification processes, enhancing billing accuracy and reducing claim rejections.
- Monitored waiting area conditions, ensuring a clean, welcoming environment for patients and visitors.
- Developed resource materials for patient education, contributing to improved understanding of services offered.
- Promoted a welcoming atmosphere by greeting patients upon arrival, quickly addressing their needs, and answering questions clearly.
- Assisted patients with insurance verification, ensuring accurate billing and prompt payment processing.
- Maintained confidentiality by properly handling sensitive patient information.
- Contributed to a positive work environment by effectively collaborating with medical staff and other departments.
- Maintained a clean and organized reception area, creating a comfortable environment for patients and visitors during their time at the facility.
- Supported clinical staff by organizing and maintaining patient records for easy access and updated documentation.
- Addressing patient inquiries and directing calls to appropriate departments as needed.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Continuously improved knowledge of medical terminology and coding practices for accurate billing submissions to insurance companies.
- Enhanced patient satisfaction by providing efficient and compassionate service during check-in and check-out processes.
- Assisted in the management of patient waitlists and coordinated urgent appointments for patients requiring immediate care.
- Provided exceptional customer service while resolving patient complaints or concerns in a professional manner that maintained trust in the facility''s services.
- Improved overall efficiency of the front office by implementing new procedures for timely record-keeping and paperwork management.
- Greeted and assisted patients with check-in procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Followed document protocols to safeguard confidentiality of patient records.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Resolved customer complaints using established follow-up procedures.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Organized patient records and database to facilitate information storage and retrieval.
Reservation & Ticketing Executive
Vietnam Airlines
10.2014 - 07.2020
- Managed customer inquiries and reservations using advanced booking systems.
- Coordinated group bookings and special requests to enhance customer experience.
- Developed efficient processes for handling reservation changes and cancellations.
- Collaborated with sales teams to align promotional offers with reservation systems.
- Implemented quality control measures to ensure accuracy in bookings and confirmations.
- Contributed to achieving occupancy goals by proactively identifying potential booking opportunities.
- Assisted colleagues during peak seasons or high-demand situations, demonstrating flexibility and teamwork.
- Documented all customer and booking information in Sabre System.
- Maintained accurate records of reservations, ensuring seamless communication between departments.
- Responded quickly to telephone, email, online and in-person requests to book or update services.
- Instituted efficient work routines that minimized time spent on administrative tasks while maintaining accuracy levels required for the role.
- Reduced booking errors with meticulous attention to detail and thorough verification procedures.
- Increased customer satisfaction by efficiently managing reservation inquiries and bookings.
- Provided exceptional customer service during high call volume periods, maintaining professionalism under pressure.
- Supported marketing initiatives by creating targeted promotional offers for prospective passengers.
- Collaborated with sales team to upsell premium services, resulting in increased revenue.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Handled billing information over phone.
- Strengthened relationships with corporate clients, securing repeat business and referrals.
- Resolved various issues and discrepancies for customers.
Tour Executive
Five Stars Tours Pte Ltd
05.2005 - 01.2014
- Developed customized travel itineraries based on client preferences and feedback.
- Coordinated logistics for group tours, ensuring seamless transportation and accommodations.
- Managed client relationships, providing exceptional customer service and support throughout trip planning.
- Led team meetings to strategize tour offerings, enhancing overall customer satisfaction and engagement.
- Trained junior staff on best practices for itinerary creation and customer interaction techniques.
- Implemented process improvements that streamlined booking procedures, reducing turnaround time significantly.
- Analyzed market trends to identify new tour opportunities, driving growth in service offerings.
- Oversaw budget management for tours, optimizing resource allocation while maintaining quality standards.
- Created memorable experiences for clients by incorporating unique cultural elements into each tour itinerary.
- Resolved client issues promptly and professionally, maintaining a high level of customer satisfaction across all services provided.
- Developed customized itineraries tailored to individual client preferences, resulting in high levels of repeat business.
- Developed strong partnerships with hotels and transportation providers, ensuring comfortable accommodations and reliable transport for clients.
- Provided exceptional customer service throughout the entire tour process, from initial inquiry to post-tour followup.
- Managed tour group logistics effectively, ensuring timely departures and arrivals at all destinations.
- Streamlined tour booking processes for improved client convenience and increased bookings.
- Maintained accurate records of client information, enabling targeted marketing efforts and personalized service offerings.
- Enhanced customer satisfaction by providing personalized and efficient tour experiences.
- Delivered detailed pre-trip briefings, promoting client preparedness while addressing potential concerns.
- Identified opportunities for upselling additional services to clients during the course of their trip, resulting in increased revenue.
- Led engaging and informative tours, consistently receiving positive feedback from participants.
- Proactively gathered feedback from clients to continuously improve service offerings and tour experiences.
- Conducted thorough research on travel destinations, staying up-to-date on the latest trends and attractions.
- Established strong relationships with local vendors, securing exclusive deals and discounts for clients.
- Built personal relationships with guests to promote positive experiences.
- Guided groups of up to 20 people on scheduled tours.
- Utilized effective communication and problem-solving skills to quickly resolve customer issues.
- Established positive relationships with tour members through fun and engaging conversation.
- Collaborated with other tour guides to provide comprehensive and enjoyable experience.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Informed tour members of safety risks associated with attractions, confirming customer security.
Education
No Degree - DIPLOMA IN TRAVEL, TOURISM AND HOTEL MANAGEMENT
MDIS
Singapore Higher NITEC in Electronic Engineering - Engineering
ITE(East) Tampines
Singapore GCE 'O' Level - Accounting
Chai Chee Secondary School
SingaporePSLE - Science
Bedok North Primary School
Singapore Skills
- Verbal and written communication
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Problem-solving abilities
- Organizational skills
- Adaptability and flexibility
- Phone and email etiquette
- Microsoft office
- Documentation and recordkeeping
- Data entry
- Administration and operations
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Reservation & Ticketing Supervisor
Asiana Airlines
04.2024 - Current
Senior Patient Service Associate
Changi General Hospital
09.2020 - 09.2022
Reservation & Ticketing Executive
Vietnam Airlines
10.2014 - 07.2020
Tour Executive
Five Stars Tours Pte Ltd
05.2005 - 01.2014
No Degree - DIPLOMA IN TRAVEL, TOURISM AND HOTEL MANAGEMENT
MDIS
Higher NITEC in Electronic Engineering - Engineering
ITE(East) Tampines
GCE 'O' Level - Accounting
Chai Chee Secondary School
PSLE - Science
Bedok North Primary School
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