Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic
JUBAILYN S. ANG

JUBAILYN S. ANG

York,ON

Summary

To be part of a progressive company where my ability, skills and experience in the field will contribute the firm and further enhance my well - being. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.

Overview

9
9
years of professional experience

Work History

Aftersales Service Executive

Autobahn Motors (S) Pte Ltd
10.2016 - 03.2020
  • Overall in-charge of administration & documentation department
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Manage daily office operations in effective and efficient manner and supervised receptionist and junior administrative Staff
  • Oversee proper functioning of office premises, facilities and procurement of office supplies
  • Ensure professional and timely administration support is provided to customer
  • Responsible for car loan application; substantially liaising with insurance department for quotations
  • Monitors road tax expiry and cars due for exportation
  • Maintain organized and updated filing system
  • Key person for Sales & Purchase Agreement preparation
  • First personnel to engage with customers for documentations who are interested to buy or sell car
  • Act as main local liaison person in respect of IT support and related matters
  • Work closely to Managing Director as personal assistant
  • Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions
  • Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles
  • Prepares repair orders by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures
  • Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation
  • Maintains automotive records by recording problems and corrective actions planned
  • Provide support to Finance and Operations team when required
  • Maintenance of proper documentation of staff personal records, health insurances, leave system, expenses claims, medical claims and other incidental matters

Customer Support Engineer

Premium Automobiles, Audi Cars Singapore
11.2014 - 10.2016
  • Assist Service Advisor in dealing with customers coming for car repair, responsible for invoicing
  • Attend to phone enquiries and feedback on newspaper and magazine subscriptions, promotions and delivery issues
  • Handle email correspondences
  • Manage customer relationship through effective follow-up and appropriate resolutions
  • Actively contact customers for unpaid orders, collect customer demand, fulfill order, improve customer service experience
  • Assist in administrative duties and ad-hoc projects
  • Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions
  • Prepares repair orders by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures
  • Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation
  • Maintains automotive records by recording problems and corrective actions planned
  • Deal with customers’ complaints timely and improve customer’s satisfaction
  • Ensure correct and accurate processing of car parts orders, payments and other documentation.
  • Answered incoming support inquiries via chat, phone and email.

Department Manager

Cold Storage - Supermarket Singapore
04.2014 - 11.2014
  • Diligent to follow through with good documentations
  • Keep records of customers’ interactions and transactions
  • Communicate and coordinate with internal departments
  • Responsible in ensuring that all cashiers are customer-oriented, efficient and that standard operating procedures are being implemented
  • Manage checkout clerks, e.g
  • Training, assigning, scheduling, coaching, counseling, and disciplining employees
  • Handles customer queries and complaints and to perform service recovery if necessary
  • Overall in charge of check out counters; includes cashier closing and general money matters
  • Managing team of customer service staff, trainers and proactive service staff in order to achieve experience our customers require
  • Keep records of customer interactions and transactions as well as details of inquiries, comments and complaints, and actions taken to resolve issues
  • Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from order fulfillment process
  • Responsible for managing of work roster to achieve optimum staffing levels
  • Lead staff members by coaching, disciplining and monitoring their performance
  • Assist with cashiering duties and retail associate duties when necessary
  • Provide training and coaching on customer skills and product knowledge to staffs
  • Perform regular audit checks to ensure all standards are in check according to Organization’s expectations.
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
  • Communicated with managers of other departments to maintain transparency.

Front Office Executive

Fragrance Hotel
09.2013 - 04.2014
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Collected room deposits, fees, and payments.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.

Guest Services Agent

Swissotel Merchant Court
08.2011 - 07.2012
  • Welcome each guest with a smile and answer their questions as required
  • Interpret reservation details, discuss booking and payment method, block and assign rooms, issue key/keycard, process guest registration, check-in and other related procedures;
  • Collect, validate, organize, compile and follow up documents, update records and complete guest folio to ensure guest smooth check-out;
  • Assist in processing requests on the use of safety deposit box
  • Handle inquiries, assess customer needs and requirements, clarify availability of rooms to properly and strategically offer, sell, assign and upgrade rooms to guests;
  • Count and balance cash (deposits), perform cashier duties, process credit cards, cash travelers' cheques and exchange foreign currency
  • Print downtime reports
  • Check, print and solve traces (endorsements)
  • Provides on-the-job training to newly hired staffs and ensuring that proper procedures are being implemented
  • To carry out the responsibilities including an up-to-date knowledge about the promotions and reservation handling procedure
  • Handle inquiries, assess customer needs and requirements, clarify availability of rooms to properly and strategically offer, sell, assign and upgrade rooms to guests;
  • Guest Services Agent (Front Office Department)
  • Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
  • Collaborated closely with other departments to meet guest needs and provide best possible experience.

Student Intern

The Ritz-Carlton Millenia
11.2010 - 05.2011
  • 6 Months international student internship in hospitality industry - Food and Beverage department
  • Gained operational knowledge and supported departmental needs.
  • Taking orders through phone from the hotel guests
  • Doing table setup for particular food orders
  • Serving guests personally in a polite manner attaining hotel standards
  • Ensuring smooth operation
  • Maintaining work station clean and stays in order
  • Deliver amenities to the guest’s room.

Education

On-Going - Global Business Management

Fleming College Toronto
Toronto, ON

Bachelor of Science - Tourism

University of Santo Tomas
Philippines
04.2011

High School Diploma -

St. Mary's College, Baliuag
Philippines
03.2007

Skills

  • Having professional manner with emphasis on hospitality and guest service
  • Calm, efficient and organized
  • Is capable of accomplishing tasks with minor supervision
  • Friendly disposition with clear English fluency
  • Can handle pressure at work
  • Computer Literate: Knowledge in Windows Applications:
  • MS Office (Word, Excel, PowerPoint), Internet
  • Advance knowledge in Opera5 System
  • Good interpersonal and intrapersonal skill

Additional Information

Date of Birth: October 16, 1990

Age: 33 years old

Civil Status: Married

Height: 5'6

Weight: 121 lbs

Timeline

Aftersales Service Executive

Autobahn Motors (S) Pte Ltd
10.2016 - 03.2020

Customer Support Engineer

Premium Automobiles, Audi Cars Singapore
11.2014 - 10.2016

Department Manager

Cold Storage - Supermarket Singapore
04.2014 - 11.2014

Front Office Executive

Fragrance Hotel
09.2013 - 04.2014

Guest Services Agent

Swissotel Merchant Court
08.2011 - 07.2012

Student Intern

The Ritz-Carlton Millenia
11.2010 - 05.2011

On-Going - Global Business Management

Fleming College Toronto

Bachelor of Science - Tourism

University of Santo Tomas

High School Diploma -

St. Mary's College, Baliuag

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JUBAILYN S. ANG