Tamilselvi Ramasamy N
Summary
Over 10 years of experience in customer and corporate client relations, effectively resolving complaints and managing expectations. Skilled in business visa management with a proven ability to meet tight deadlines. Demonstrates strong multitasking capabilities and thrives in high-pressure environments. Committed to continuous learning and embracing new challenges.
Overview
32
32
years of professional experience
Work History
Agoda customer Support
Agoda LTD
03.2023 - Current
- Deliver excellent customer service and manage the needs of our customers (guests and partners) through the communication channels (phone, email, and live chat).
- Professionally handle high volume of inquiries from clients and customers.
- Accountable for meeting individual (KPIs) and team goals.
- Understand and deliver business strategies and improve customer services through the execution of self-service.
- Continuously identify work process improvements. Communicate to Team Leaders and (or) Manager. Perform office-based administrative duties whenever required.
- Demonstrate high degree of integrity and confidentiality – Maintain confidentiality of customer information at all times.
- Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.
Concierge Consultant
CIBT
05.2019 - 01.2023
- - Guided and described the corporate clients about the whole procedure of the visa process and the requirements within the SLA given.
- - Takes ownership for any assigned task from start to end.
- - Ensured the visa documents are submitted promptly to the embassy.
- - Liaised with the embassies to ensure the visas are released and the corporate clients received the visas as per the dateline advised.
- - Provided training to new visa consultants.
Vaccination Assistant
Raffles Medical Group
03.2021 - 12.2022
- Registering public
- Tally personal details, checking on medical conditions to ensure fit to take the vaccination
- Discharging the public, ensuring safety always
- Ushering public registration and discharge areas
- Assist public to check-in using safe entry, take heights and weight for children below 12years old
Customer Service Officer
Terra Systems
07.2020 - 10.2021
- (Various projects under HCA/MPA)
- - Checked on Member of Public through video call whether are they stay at SHN at allocated stay either at hotels or residence.
- - Replied to emails on inquiries about migrant worker's PCR test
- - Call center agent answered queries from Member of Public
- - Getting port clearance for the shipping agents from the officer for the harbor craft ships.
- - Attended to queries and complaints pertaining to the pleasure craft registration or renewal of the licenses.
- - Mentored new hires
Travel Consultant & Visa Consultant
HRG
05.2013 - 05.2019
- - Responded to corporate client travel requests received for flight reservations, car hire and hotel accommodations.
- - Used computerized reservation and ticketing systems (Galileo) to book flights, hotel accommodations, car hires and transfers.
- - Ensured compliance with client's corporate travel policies and HRG'S procedures for documentation, void tickets and refunds.
- - Assisted with the Partner’s Flight quotations and visa handling.
- - Advised the traveler visa requirements, assist with the visa submission to the embassy.
Customer Service Representative
TeleDirect Communications
08.2009 - 05.2013
- - Answered inquires pertaining the Kris flyer redemption miles Programme.
- - Responded to inbound service calls in a fast-paced, high-volume call center
- - Assisted and Issued tickets using Kris flyer membership’s miles either on Singapore Airlines or the partner airlines.
- - Processed the taxes & surcharges payments using the member’s credit card information.
- - Resolved customer’s complaints and inquiries.
- - Provided accurate and efficient processing of reservation support work related to pricing, ticketing and schedule changes.
- - Required to work independently on 12hour shift.
Service One Agent
Pan Pacific Hotel Singapore
12.2004 - 04.2008
- - Provided one-stop service to the guest’s need such as concierge, baggage, dinning, housekeeping service & technical assistance.
- - Ensured guest’s need are taken care within time frame given by liaising with the department concern.
- - Gave courtesy call to the guests to get feedbacks on the service which was rendered to them.
Customer Service Officer
ADT & Optimax (S) Pte Ltd
11.2002 - 08.2004
- - Centralized all customer service functions.
- - Monitored alarm signals.
- - Handled customer’s complaints and inquiries.
- - Processed customer’s works order.
- - Prepared monthly reports using Microsoft excel for top management perusal.
- - Mentored new hires.
Guest Relations Officer
Costa Sands (East Coast Resort)
04.2000 - 07.2001
- - Performed front office duties
- - Made resort bookings, provide clerical supports as well as using PABX Switchboard.
- - Managed resort rentals and tally account using cash and other modes of payments such (e.g) nets and credit card transactions.
- - Liaised with housekeeping and engineering as a team work promptly attend customer’s request and complaints.
- - Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs.
Senior Customer Service Officer
Singtel
01.1998 - 01.1999
- Singtel Magix
- - Processed works order applications.
- - Managed works order and liaised with other departments to ensure the installation has been completed promptly.
- - Prepared monthly works order using Microsoft Excel.
- - Dealt with complex complaints and angry customers professionally and politely, resolving issues with favorable solutions.
- - Marketed SingTel Magix product
Operations Assistant
SATS Ltd.
05.1993 - 07.1997
- - Handled passengers who need special assistance during arrival, departure and transit.
- - Liaised and coordinating with hotel and airline staff for accommodation when there is delay of the flight and passengers miss their onward connection due unforeseen circumstances. (e.g. bad weather)
- - Oversaw VIP’s passport and baggage clearance for the both arrival & departure and coordinating with protocols to ensure smooth operations of the process.
Education
Diploma - Travel and Tourism, Travel
Louis Preston Travel and Tourism Centre
01.1996
Certificate - Office Skills, Office Skills
ITE Clementi
12.1992
Skills
- Contact Centers
- Customer-focused Service
- Time Management
- Multitasking
- Computer skills
- Calm under pressure
- Active listening
- Verbal communication
- Dependable and responsible
- Attention to detail
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Timeline
Agoda customer Support
Agoda LTD
03.2023 - Current
Vaccination Assistant
Raffles Medical Group
03.2021 - 12.2022
Customer Service Officer
Terra Systems
07.2020 - 10.2021
Concierge Consultant
CIBT
05.2019 - 01.2023
Travel Consultant & Visa Consultant
HRG
05.2013 - 05.2019
Customer Service Representative
TeleDirect Communications
08.2009 - 05.2013
Service One Agent
Pan Pacific Hotel Singapore
12.2004 - 04.2008
Customer Service Officer
ADT & Optimax (S) Pte Ltd
11.2002 - 08.2004
Guest Relations Officer
Costa Sands (East Coast Resort)
04.2000 - 07.2001
Senior Customer Service Officer
Singtel
01.1998 - 01.1999
Operations Assistant
SATS Ltd.
05.1993 - 07.1997
Certificate - Office Skills, Office Skills
ITE Clementi
Diploma - Travel and Tourism, Travel
Louis Preston Travel and Tourism Centre
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