Open to opportunities

Sherilyn Leow

@sherilynleow

Message

Dedicated customer service specialist passionate about hospitality.

Malaysia

Message

What I'm looking for

I am looking for a role in a growing team that values customer satisfaction and offers opportunities for professional growth.

I am a passionate customer service specialist with a strong dedication to providing quality care in the hospitality industry. My experience includes working with Singapore Airlines, where I handle incoming calls and provide essential information about airport facilities, ensuring customer satisfaction through enthusiasm and accuracy.

Previously, I worked at Agoda International Sdn Bhd as an Accommodation Service Specialist, where I assisted hotel partners with various issues, maintaining the highest integrity and quality in support. My bilingual skills in Mandarin and English allow me to effectively manage and resolve customer complaints, acting as a vital link between hotels and customers.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Specialist

Current

TDCX Singapore

Jun 2024 - Present (1 year)

Working as customer service for Singapore Airlines, handling incoming calls and providing information about airport facilities, including lounge access or airport transit transport options. Resolving customer complaints or concerns about flight cancellations, delays, connections, or missing baggage.

Customer Service Communication Skills

Accommodation Service Specialist

Agoda International Sdn Bhd

May 2023 - May 2024 (1 year)

Assisted hotel partners in investigations related to finance, system issues, and connectivity-related issues (Channel Manager, YCS extranet). Handled support tickets from partners and market managers with the highest integrity and quality.

Partner Support System Troubleshooting Channel Manager YCS Extranet

Customer Service Specialist

Agoda International Sdn Bhd

Sep 2019 - May 2023 (3 years 8 months)

Answered incoming calls and responded to customer emails in both Mandarin and English. Managed and resolved customer complaints and inquiries, acting as a middle agent between hotels and customers to provide assistance.

Customer Service Multilingual Communication Hotel Relations

Education

Degrees, certifications, and relevant coursework

William Angliss Institute

Diploma of Hospitality Management, Hospitality Management

Completed a Diploma in Hospitality Management with a focus on hotel operations. Gained comprehensive knowledge in customer service, front office management, and food and beverage services.

SMK USJ 4

SPM, General Studies

Completed secondary education, achieving the Sijil Pelajaran Malaysia (SPM) qualification. Developed foundational academic skills across various subjects.