Summary
Overview
Work History
Education
Skills
Certification
Honorsandawards
Accomplishments
Timeline
Bartender
Terence D'Silva

Terence D'Silva

Singapore

Summary

Experienced professional with a strong commitment to continuous learning and development. Actively pursued opportunities to enhance skills and knowledge through a range of in-house and external courses from 1992 to 2004. These courses covered various areas including food and beverages, safety and security, first aid, conflict management, enhanced customer service, team building, and team management. Demonstrated ability to apply acquired knowledge effectively in the workplace, resulting in improved customer satisfaction and team performance. Committed to staying current with industry trends and best practices to deliver exceptional results.

Overview

35
35
years of professional experience
1
1
Certification

Work History

Cabin Crew

Singapore Airlines
04.1992 - 03.2024


  • Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Assisted passengers with special needs, providing personalized care and support throughout the flight.
  • Promoted airline loyalty programs and onboard sales, boosting revenue through upselling products and services.
  • Kept abreast of current industry trends and regulations through ongoing professional development and training, ensuring compliance with airline standards.
  • Increased customer retention rates by consistently delivering friendly, professional service to all passengers regardless of status or fare class.
  • Exceeded performance metrics for customer satisfaction surveys by consistently receiving positive feedback from passengers regarding attentive service.
  • Played a key role in achieving company-wide safety goals by participating in regular drills and maintaining up-to-date knowledge on emergency procedures.
  • Streamlined communication between cabin crew members during flights using established protocols for relaying important information quickly and effectively.
  • Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
  • Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
  • Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.

Sales Floor Team Member

Challenger Technologies Limited
04.2021 - 09.2021
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Readied items for sales floor stocking by affixing tags and preparing shelf labels.
  • Assisted with loss prevention efforts, identifying suspicious activity or behaviors that could lead to theft or damage of merchandise.
  • Supported team members in resolving complex customer issues, resulting in increased satisfaction levels.
  • Reduced shrinkage by diligently monitoring merchandise and reporting any discrepancies or theft incidents.
  • Communication with customers professionally and proactively to provide product information and advice.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Monitored customers for signs of security concerns and escalated issues to management.

Sales Executive

Sime Darby
06.1991 - 12.1991


  • Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
  • Enhanced client satisfaction, providing exceptional after-sales support and maintaining regular communication.
  • Cultivated long-term relationships with high-value clients to ensure repeat business and referrals.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.

Entertainment Consultant

Sky TecProductions
01.1990 - 01.1991
  • Hosting of events, Sales and Marketing of company/products, Conceptualising dinner & dance and family day, Events management
  • Developed partnerships with external vendors and suppliers to obtain quality products and services.
  • Coordinated with other entertainment venues to create joint promotional events.
  • Organized and oversaw special events such as birthday parties, tournaments and team-building activities.
  • Enhanced client satisfaction by developing and executing tailored entertainment strategies for events.
  • Liaised between clients and performers to address any concerns or requests promptly, maintaining positive relationships throughout the planning process.

Waiter

Cheers Pub
03.1989 - 06.1989
  • Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Handled customer complaints diplomatically, working towards satisfactory solutions that ultimately retained loyal clientele.
  • Managed high volume of customers during peak hours, maintaining prompt and efficient service.

Education

Diploma - Hotel Management

MDIS
Singapore

A Levels - Ecommerce

YMCA
Singapore

GCE O Level -

St Joseph's Institution (SJI)
12.1986

Skills

  • Presentations
  • Food and Beverage Operations
  • Culture Change
  • Customer Service Management
  • Conflict Management
  • Multitasking
  • Direct Sales
  • Supervisory Management
  • Customer Engagement
  • Team Management

Certification

  • Managing Stress - LinkedIn
  • The Mindful Workday - LinkedIn
  • Powerful Prioritization with the 80/20 Rule - LinkedIn
  • Recharge Your Energy for Peak Performance - LinkedIn
  • Embracing Unexpected Change - LinkedIn
  • Sleep Is Your Superpower - LinkedIn
  • Mindfulness Practices - LinkedIn
  • Managing Depression in the Workplace - LinkedIn
  • How to Manage Feeling Overwhelmed - LinkedIn
  • Handling Workplace Change as an Employee - LinkedIn
  • Cheese Appreciation and Wine Pairing Course - SATS Academy
  • Managing Conflict - SATS Academy
  • Interviewing Basics - VADO
  • Conducting Professional Interviews - VADO
  • Addressing Service Lapses - SATS Academy
  • Introduction to Sake Workshop - SDH Institute

Honorsandawards

  • SIA Long Service Award (10 Years), Singapore Airlines, 2002
  • SIA Long Service Award (20 Years), Singapore Airlines, 2012
  • SIA Long Service Award (25 Years), Singapore Airlines, 2017
  • SIA Long Service Award (30 Years), Singapore Airlines, 2022
  • National Service Performance Award, SAF, 2008
  • Award for good conduct (Reservist)

Accomplishments

During my 34 years of service in SIA, I had the the honour to deliver a very high level of customer service to Royalties, VVIPs, Dignitaries, Personalities and the top tier flyers in the Frequent Flyer Programme and not forgetting the first time travellers.


During Covid, I volunteered to supervise the swabbing process of the entire cabin crew.

Was an In- Charge of 2 GRC overseeing mask distribution and hand sanitizer facilities under Temasek Foundation.

Did scheduled meal delivery to security officers

at quarantine sites under Certis.


Coming from a humbled upbringing and seizing the opportunity to attend various courses to upgrade my skills together with my years of customer handling, I have received numerous compliments from my colleagues and within the industry and from passengers.


Respect in Service has been my motto and has seen me through a successful 34 years of loyal service with SQ.


Looking forward to a post retirement career, hoping to bring my experience and learn the new ropes.

Timeline

Sales Floor Team Member

Challenger Technologies Limited
04.2021 - 09.2021

Cabin Crew

Singapore Airlines
04.1992 - 03.2024

Sales Executive

Sime Darby
06.1991 - 12.1991

Entertainment Consultant

Sky TecProductions
01.1990 - 01.1991

Waiter

Cheers Pub
03.1989 - 06.1989

GCE O Level -

St Joseph's Institution (SJI)
  • Managing Stress - LinkedIn
  • The Mindful Workday - LinkedIn
  • Powerful Prioritization with the 80/20 Rule - LinkedIn
  • Recharge Your Energy for Peak Performance - LinkedIn
  • Embracing Unexpected Change - LinkedIn
  • Sleep Is Your Superpower - LinkedIn
  • Mindfulness Practices - LinkedIn
  • Managing Depression in the Workplace - LinkedIn
  • How to Manage Feeling Overwhelmed - LinkedIn
  • Handling Workplace Change as an Employee - LinkedIn
  • Cheese Appreciation and Wine Pairing Course - SATS Academy
  • Managing Conflict - SATS Academy
  • Interviewing Basics - VADO
  • Conducting Professional Interviews - VADO
  • Addressing Service Lapses - SATS Academy
  • Introduction to Sake Workshop - SDH Institute

Diploma - Hotel Management

MDIS

A Levels - Ecommerce

YMCA

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Terence D'Silva