THIVIYAROOPINI ATHAVAN
Johor Bahru
Summary
Competent Duty Manager effective at handling operations, guest feedback and complaints in fast-paced, high-volume environment. Joined pre-opening team in hospitality industry and skilled in managing people, projects and administrative operations. I'm Offering 9 years of experience and dedication to business success and customer centric person.
Overview
16
16
years of professional experience
Work History
Duty Manager
Copthorne Kings Hotel
06.2024 - Current
- Respond guest concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handling escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client and guest relationships.
- Train employees in essential job functions.
- Developed and maintained strong relationships with guest to increase loyalty, trust and satisfaction.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
Junior Duty Manager
Holiday Inn Express Singapore Katong
06.2023 - 06.2024
- Supervise and Overseas on daily operations
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Senior Guest Service Assistant
Far East Hospitality (Village Hotel Sentosa)
11.2019 - 04.2022
- Selected as Excellent Service Award (EXSA) - Silver in 2020
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Contributed to increased occupancy rates through effective upselling techniques during reservation inquiries.
- Monitored guest feedback closely via online reviews or comment cards, implementing improvements based on common trends identified.
- Assisted guests with special requests, ensuring their needs were met promptly and accurately.
- Maintained clean and organized front desk area, creating a pleasant first impression for arriving guests.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Assisted guests with variety of services and local attraction information.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
IT Helpdesk Engineer (US MARKET)
ATOS Malaysia (M) Bhd
10.2016 - 08.2018
- Walk user through problem solving process via remoting
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Configured hardware, devices, and software to set up work stations for employees.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed, configured and maintained computer systems and network connections.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
Banca Assurance Specialist
Ambank (M) Berhad
01.2016 - 10.2016
- Support Relationship Manager and personal Bankers in customer profile planning and analysis
- Increased customer satisfaction by providing knowledgeable advice on suitable insurance products and services.
- Mentored and trained new bancassurance specialists, sharing valuable insights and best practices to ensure their rapid integration into the team.
- Maintained compliance with regulatory requirements, adhering to industry guidelines and best practices at all times.
- Played a key role in developing marketing materials that showcased the value proposition of various bancassurance products, resulting in increased customer interest and engagement levels.
- Boosted sales performance with effective cross-selling of banking and insurance products to existing customers.
- Worked alongside product development specialists to refine existing offerings based on evolving market demands, ultimately enhancing overall competitiveness within the sector.
- Enhanced client retention rates by establishing strong relationships and addressing concerns promptly.
- Recommended specific investments to help clients meet financial goals.
Customer Care Representative
Singtel
03.2009 - 12.2011
- Helped large volume of Singtel users from Singapore every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with queries and basic technical support.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
Education
Bachelor Of Education (HONS) -
UNITAR International University
Skills
- Microsoft 365 Expert
- Customer Relationship Management
- Experienced Complaint Management
- Experienced Upselling Skills
- Special Projects
- Work Planning and Organization
- Customer Communication
- Staff Training and Development
- Professionalism
- Customer service
- Microsoft office
- Critical thinking
- Inbound customer service
- Customer service focus
- Call center experience
- Time management
- Guest relations
- New employee training
- First call resolution
- Team supervision
- Hospitality management
Personal Information
- Gender: Female
- Title: Duty Manager
Languages
Fluent ENGLISH
Fluent MALAY
Native TAMIL
Additional Information
Currently serving shipping crew's and delayed flight passengers for Singapore airlines and Scoot
Timeline
Duty Manager
Copthorne Kings Hotel
06.2024 - Current
Junior Duty Manager
Holiday Inn Express Singapore Katong
06.2023 - 06.2024
Senior Guest Service Assistant
Far East Hospitality (Village Hotel Sentosa)
11.2019 - 04.2022
IT Helpdesk Engineer (US MARKET)
ATOS Malaysia (M) Bhd
10.2016 - 08.2018
Banca Assurance Specialist
Ambank (M) Berhad
01.2016 - 10.2016
Customer Care Representative
Singtel
03.2009 - 12.2011
Bachelor Of Education (HONS) -
UNITAR International University
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