YVONNE TAY
Summary
Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Senior Executive position. Ready to help team achieve company goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
ERP Consultant
CRT Insights Technologies Pte Ltd
08.2022 - Current
- Managed customer expectations and relationships through easily understood explanations and clear communication.
- Identified and resolved defects by developing test strategies, testing tools and test scripts.
- Responsible for responding to customer inquiries, and providing support documents.
Assistant Store Manager
PlayMade
10.2021 - 07.2022
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
Barista and Kiosk Manager
HUGGS COFFEE @ Capital Square
01.2019 - 10.2021
- Responsible for the day-to-day operations of the Kiosk
- Leads the service crew in providing efficient, friendly, and professional barista services
- Supervises service crew in following operational guidelines to maintain consistent quality standards
- Assesses performance of service crew to regularly feedback and improve productivity levels
- Handles escalated customer complaints regarding quality and services
- Manages inventory and vendor relationships
- Controls operational costs and identify measures to reduce wastages
- Bookkeeping
- Securing cash takings.
Corporate Travel Consultant
BCD TRAVEL
01.2018 - 01.2019
- Provided travel recommendations to corporate clients, e.g
- Quotations for air-ticket and hotel stay
- Managed time-sensitive air-ticket booking and issuances for corporate clients
- Direct communications with Airlines to assist with air-ticket booking conflicts, refunds, or appeal cases
- Maintain error-free operation flow such as having deposits and final payments in place for air-ticket bookings, and daily verifications on central systems e.g
- Abacus daily PNR Q check.
Assistant Manager
HONG THAI TRAVEL SERVICES PTE LTD
01.2008 - 01.2018
- Managing Ticketing Department
- Responsible for air-tickets issuance
- Managed deposits and final payments related to bookings and temporary changes in ticket stock
- Daily verifications on central systems e.g
- Abacus daily PNR Q check
- Direct communications with Airlines to assist with refund appeal cases on air-tickets for Free Independent Travelers (FIT) and travel groups
- Managing Product and Operations Management (Cruise, Free and Easy (FNE) and Long Haul) Department
- Developed Cruise, FNE and Long-haul travel packages
- Ran the Cruise and FNE operations covering package reservation, issuance of hotel or tour voucher, direct discussion with partners such as Cruise Lines to block preferred cabins and rates
- Processed and monitored payments to suppliers/vendors/agents
- Prepared briefing notes for the tour packages and follow with up with customers for balance payments
- Promoting travel packages to travelers during peak periods.
Senior Tour Consultant
IMPERIAL TOURS & TRAVEL PTE LTD
01.2003 - 01.2008
- Provided tour recommendations to leisure travelers
- Processed booked tour packages through centralized travel reservation systems for airline, hotel, transportation.
Education
Diploma in Hotel & Resort Management -
Institute Teknologi Tun Abdul Razak, Malaysia - ITTAR
01.1999
SAP -
Sekolah Menengah Taman Pelangi, Malaysia
01.1996
Certification
- Project a Positive & Professional Image, 2020
- Apply Teamwork in the Workplace, 2020
- Provide Go-the-Extra-Mile Service, 2020
- Contribute to Customer Service Over Various Platforms, 2020
- Work in a Diverse Service Environment, 2020
- Coach for Service Performance, 2020
- Manage a Diverse Service Environment, 2020
- Manage Service Performance, 2020
- Solve Problems and Make Decisions at Operations Level, 2020
- Establish Excellent Relationships for Customer Confidence, 2020
Languages
Malay
English
Mandarin
Personality Traits
- Responsible and dependable
- Calm composure
- Friendly and warm
- Positive and proactive
- Willing to take on challenges
- Focuses on problem-solving
- Eager to learn
Timeline
ERP Consultant
CRT Insights Technologies Pte Ltd
08.2022 - Current
Assistant Store Manager
PlayMade
10.2021 - 07.2022
Barista and Kiosk Manager
HUGGS COFFEE @ Capital Square
01.2019 - 10.2021
Corporate Travel Consultant
BCD TRAVEL
01.2018 - 01.2019
Assistant Manager
HONG THAI TRAVEL SERVICES PTE LTD
01.2008 - 01.2018
Senior Tour Consultant
IMPERIAL TOURS & TRAVEL PTE LTD
01.2003 - 01.2008
Diploma in Hotel & Resort Management -
Institute Teknologi Tun Abdul Razak, Malaysia - ITTAR
SAP -
Sekolah Menengah Taman Pelangi, Malaysia
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