Dewi Sakuntala Binte Ismail
Singapore
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Able to adapt to changes. Always eager to learn new things.
Overview
8
8
years of professional experience
Work History
Airport Customer Service Agent
Dnata
Singapore
03.2024 - Current
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
Customer Service Ambassador
P-SERV
Singapore
06.2022 - 03.2023
- Provide end-to-end customer service for passengers /member of public or callers and attending to their enquiries, feedback and proactively proposing solutions to assist them on their needs
- Perform end-to-end Lost and found duties, includes attending enquires, generating lost enquire report or found reports, assist with claimant and reconciling processes
- Being first line of response to incidents, medical and emergency cases, undertake appropriate mitigating measures on ground, and to escalate and activate relevant parties to follow up on cases
- Performing roving duties at both transit and public areas, proactive engagement of passengers to assist with flight related enquires, introduce and suggest facilities, retail and F&B options. Assist with queue combing at various key touch pointes and coordination with relevant airport partners
- Respond to all enquiries from all of Changi Airport Group official channels (e.g. calls, emails, chatbots and social media post) and register all enquiries (including Lost & found) and feedback (i.e compliments, complaints, suggestions etc.) from Changi Airport Group official feedback channels into Changi Airport Group CRM
- Conduct first level fact-finding from customer and categories all feedback and enquiries, and route the cases to the respective departments, track the follow up and case closures
Camp Trainer
SP Camps
Singapore
01.2017 - 01.2019
- Design, plan and deliver programmes in accordance to procedures with clients’ safety and learning as priority.
- Prepare and conduct youth camps
- Guide youths and help them build character through activities
- Impart skills and knowledge, making difference in their lives
- Facilitate fun and learning within groups
- Coordinate logistical needs with rest of the team to ensure smooth running of programmes. · Supervisory functions such as management of associate instructors and service worker
Education
Diploma - Retail Management
NATC Institute
Singapore06.2023
Fundamentals Certificate - Early Childhood Education
Advent Link
Singapore03.2021
No Degree -
First Toa Payoh Secondary School
Singapore04.2015
PSLE -
First Toa Payoh Primary School
Singapore12.2012
Skills
- Microsoft PowerPoint
- Microsoft Word
Languages
Malay
Upper intermediate (B2)
English
Upper intermediate (B2)
Timeline
Airport Customer Service Agent
Dnata
03.2024 - Current
Customer Service Ambassador
P-SERV
06.2022 - 03.2023
Camp Trainer
SP Camps
01.2017 - 01.2019
Diploma - Retail Management
NATC Institute
Fundamentals Certificate - Early Childhood Education
Advent Link
No Degree -
First Toa Payoh Secondary School
PSLE -
First Toa Payoh Primary School