Wan Erh Kay
Summary
Dedicated customer satisfaction professional with a proven track record of consistently meeting company goals through the implementation of organized and efficient practices. Experienced in thriving under pressure and quickly adapting to new situations and challenges to enhance the organizational brand. Highly organized and dependable, successfully managing multiple priorities with a positive attitude. Demonstrates a willingness to take on additional responsibilities to contribute to team goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Merchant Operations Executive
Qashier Pte Ltd
08.2022 - Current
- Enhanced the overall customer experience with in-depth product demonstrations and hands-on sessions, resulting in increased satisfaction scores.
- Collaborated with product development teams to ensure accurate representation of features during training sessions, leading to better understanding among users.
- Maintained up-to-date knowledge on company products, services, and industry trends to provide accurate information to clients.
- Established strong relationships with clients by providing ongoing support after initial trainings, resulting in high client retention rates.
- Solicited feedback from training participants regularly, using the input to continually refine and improve course content and delivery methods.
- Installed and configured operating systems and applications.
- Utilized problem-solving skills in troubleshooting complex technical issues, ultimately reducing downtime for customers significantly.
- Coordinated shipments and tracked progress to facilitate timely delivery.
- Reduced transportation costs by negotiating favorable contracts with carriers.
- Coordinated closely with other IT departments involved in system migrations such as infrastructure or application teams.
- Ensured compliance with industry regulations and best practices throughout all stages of the migration process.
Senior Customer Success Executive
EPOS Pte Ltd
11.2020 - 08.2022
- Provided on site and online product training to customers who purchased cashiering software.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to technical concerns quickly and effectively devised solutions.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Cross-trained existing employees to maximize team agility and performance.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Maintained up-to-date knowledge of product and service changes.
- Closely collaborated with project members to identify and quickly address problems.
- Developed and followed baseline project plan and milestones for task completion.
Assistant Manager, Front Office
Cube Boutique Capsule Hotel
05.2016 - 01.2020
- Oversee general operations of the hotel (management role, operation role and guest satisfaction role)
- Ensure all SOP are monitored, used and amend and shared with the relevant staff
- Ensure hotels are in compliance with licensing laws, health and safety and other statutory regulations
- Support the Sales and Revenue department initiatives in reaching the targets and KPI
- Manage and maintain the budgets, operational costs and financial plans
- Handle all administration duties on time and accurately
- Communicate with relevant supporting department – Accounts/ HR/ Sales and Revenue Department
- Meet and greet all guests and make sure all guests to fill details on contact and demographics clearly
- Recruit, train and monitor all talents
- Plan weekly daily schedule for staff
- Address maintenance issues immediately and follow-up until completion
- Ensure hotel cleanliness is maintained and work effectively with the housekeeping team
- Ensure all supplies are available and in stock, and communicate with suppliers and staff
- Communicate with all contractors and suppliers directly
- Ensure hotel security is effective and monitor diligently
- To carry out hotel inspections and follow up monthly maintenance services
- To support any events that are happening within the hotel
- Deal with all customer concerns and respond directly
- Manage guests reviews – reply and provide solutions (Tripadvisor etc)
- Plan and organize accommodation, events/catering and other hotel services
- Maintain guest database to ensure profiles are captured accurately
Mixologist
Lobby Lounge, PARKROYAL on Pickering
09.2014 - 03.2016
- Taking care of the bar operations at Lobby Lounge and Lime Restaurant
- Improve existing beverage menu and formulate new menu with outlet managers
- Ensured correct stock rotation and minimize food and beverage wastage in the outlet
- Carried out incoming raw material inspection and made proper documentation
- Routinely checked the bar area to ensure hygiene standards are met
- Monitoring the bar operations to meet customers needs and demands
- Carrying out research of drink recipes or latest trends in bar and lounge to improve sales in the outlet
- Reason for leaving: Change of working environment
Bartender
Hotel Rock Hotel Rock Bar
05.2013 - 07.2014
- Making sure the paying customer has at least a satisfactory dining/ clubbing experience
- Being knowledgeable of the menu, Drinks menu, and how each item is prepared
- Concocting drinks for customer upon requests, making standard cocktails as per menu offered
- Being polite, courteous, and prompt
- Knowing how to answer or handle a complaint
- Working well with others
- Maintains a focus on guests while performing duties
- Assumes 100% responsibility for quality guests’ experience
- Take orders from guests and beverage orders from servers
- Performing side work tasks, some cleaning and other ad-hoc duties as per assigned
- Reason for leaving: Change of working environment
Intern
Tony Roma's Suntec
04.2012 - 09.2012
- Developed interpersonal skills, having dealt with various customers
- Understand the important of safety and hygiene in every outlets
- To control the wastage of food and beverage in the every outlets
- To understand what the customer needs and wants
- Reason for leaving: Completed the internship period
Education
Diploma - Culinary Arts
Berjaya University College of Hospitality
2013
Certificate of Completion, English Programme (Level 1, 2 And 3 -
Berjaya University College of Hospitality
2011
Skills
- Training delivery
- Coaching and Mentoring
- Attention to Detail
- Customer relationship management
- Decision Making
- Verbal and written communication
- Able to work in fast pace environment while handling multiple tasks either as project leader or team member
- Proficient in Microsoft Word, Excel, Power Point and Publisher
- Problem-Solving
- Teamwork and Collaboration
Certification
2022: Institute of Adult Learning
- Advanced Certification in Learning and Performance
2020: Certificate of Employment Intermediaries Basic (Non-FDW)
- Awarded Letter of Attendance
2018: Destination Singapore Training Programme, Singapore Tourism Board
- Awarded Certificate of completion
- Awarded Best Trainee
2013: Resort World at Sentosa Pte Ltd, Singapore
- Awarded Certificate of completion, Interact with guests
- Awarded Certificate of completion, Follow food and beverage safety and hygiene policies and procedures
Languages
English
Chinese (Mandarin)
Chinese (Cantonese)
Malay
Timeline
Merchant Operations Executive
Qashier Pte Ltd
08.2022 - Current
Senior Customer Success Executive
EPOS Pte Ltd
11.2020 - 08.2022
Assistant Manager, Front Office
Cube Boutique Capsule Hotel
05.2016 - 01.2020
Mixologist
Lobby Lounge, PARKROYAL on Pickering
09.2014 - 03.2016
Bartender
Hotel Rock Hotel Rock Bar
05.2013 - 07.2014
Intern
Tony Roma's Suntec
04.2012 - 09.2012
Diploma - Culinary Arts
Berjaya University College of Hospitality
Certificate of Completion, English Programme (Level 1, 2 And 3 -
Berjaya University College of Hospitality
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