Siti Aishah Rahman

Managed an average of 43.1 daily closure points during the review period, demonstrating strong case resolution skills.

• Maintained a customer dissatisfaction (DSAT) rate of just 3.04% from 35 survey responses, ensuring high customer satisfaction.
• Handled customer inquiries across multiple channels, including an average of 14 minutes per voice call, 8 minutes per email, and 15 minutes per messaging session.
• Consistently maintained an overall rating of 3.0 and a closure rating of 3.0 each month.
  Processed and resolved cases with an average occupancy rate of 87% and handled up to 307 cases in a single month.
• Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
• Provided personalized service, anticipating customer needs and offering tailored solutions.
• Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
• Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
• Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
• Streamlined customer support processes for increased efficiency and faster resolution times.

• Collaborated with cross-functional teams to achieve project goals on time and within budget.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Followed all company policies and procedures to deliver quality work.
• Developed strong client relationships through consistent communication and attentive service.
• Maintained current understanding of market conditions, compliance standards and best practices.

• First point of contact for accommodation partners mainly in Oceania, USA and Europe
• Assist partners with technical issues related to the reservation system and XML Channel Manager
• Liaising with Account Managers, Senior Account Managers and Area Managers to assist partners with inquiries and verifying the status of the property listing on the website
• Location verification and finance related matters
• Dealing with the settlement of complaints from accommodations and customers and forwarding it to the relevant department.

• First point of contact for accommodation partners mainly in Oceania, USA and Europe
• Assist partners with technical issues related to the reservation system and XML Channel Manager
• Liaising with Account Managers, Senior Account Managers and Area Managers to assist partners with inquiries and verifying the status of the property listing on the website
• Location verification and finance related matters
• Dealing with the settlement of complaints from accommodations and customers and forwarding it to the relevant department.

• Handle pre and post reservations on inquiries by phone, e-mail and fax
• Modify, change and/or cancel existing reservations; Outbound calls to hotels/guests to arrange special requests; Liaison between guest and hotel to resolve complaints
• Manage relationships with hotels by providing high levels of customer service and account management support
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Served as the main point of contact for Premium paying and VIP guests
• Make special arrangements for the arrival of guests
• Monitored guest services personnel for efficiency and managed the daily operations at the Executive Club.

• To achieve individual and team sales targets set by the bank
• Handling inbound, outbound and manual calls
• Respond to and follow up on customer queries promptly and resolve customers complaints and issues
• To adhere to professional standards of behavior & conduct in dealing with customers.

• Attending membership enquiries, site inspection, guest enquiries, feedback and complaints of the Gym & Spa facility
• Administered other miscellaneous duties such as filing and organizing data.

• Compute bills, Transmit and attend to emails and special requests from the guests
• Assist with daily guests’ arrival and departure at the Front Desk
• Verify customers credit and establish mode of payment
• Account for all cash and make deposits in accordance with hotel and company policies
• Follow all company safety and security policies and procedures.