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Shirley Ng

Shirley Ng

Trainee

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location of Shirley NgSingapore

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  • Timeline

  • About me

    Head Of Customer Service at UrbanFox

  • Education

    • University of Dublin

      2021 - 2022
      Bachelor's degree of business studies (honours)(logistic and supply chain) management Logistics, Materials, and Supply Chain Management

    • Shatec Insititute

      2007 - 2010
      Diploma Hotel Management

      Activities and Societies: Bartender, Formula One Sky Suite, Singapore (7th September 2008 to 9th September 2008) Take beverage orders and serve customers in the most prestigious suites Service Staff, Singapore Air Show (19th February 2008 to 25th February 2008) Take orders, and serve food and beverages to VIP and their guests Charcoal / Rosette Training Restaurant (April 2008 to July 2008) Training includes Headwaitress, Captain, Server, Aboyuer, Pantry, Bartender and Sommelier

  • Experience

    • Mandarin Orchard, Singapore

      Apr 2009 - Apr 2010
      Trainee

      Attached to various department of the hotel Front Office – Where I learn how to check in and check out guest, using of Opera system handling of money/cashieringHouskeeping – where I learn how to clean the hotel rooms, make up bed and different type of chemicals for different type of stain and dirt Room Reservation – where I learn how to create new reservation and receive different source of guest booking eg. Internet, Travel Agent Food and Beverages – Where I learn how the full operation of a restaurant in hotel is run Show less

    • Shangri-La Hotel, Singapore

      May 2010 - Jan 2012
      Rooms Controller/ Service Leader

      To assign rooms, follow up on Traces and arrange room move. Handle guest complain on room issues and assisting to close the hotel 100% sometimes requiring to farm out guest together with Duty Manager. Working closely with Engineering and Housekeeping departments to ensure that facilities in the hotel room are in perfect working conditions.In Shangri-La Hotel Singapore, I have assisted to cover Reception Manager and BOST (Back Office Support Team) when needed. Reception Manager – Where I oversee the operation of the reception and handle guest billing issue. To assist and train new staff and Guest Service Agents. Working closely with Accounts and Reservation Departments as well as Travel Agencies. BOST includes Guest History Manager, Mice Specialist and Guest Relation Team. Guest History Manager – Where I assisted with the enquires of guest loyalty program for the entire hotel from Reservation, Front Office to Food and Beverages outlets. Handling of Frequent Flyer program points as well as Loyalty points for our in-house guest. Updating guest complains to guest profile and ensure all high tier members are enjoying the right benefits. Working closely with membership centre located in Hong Kong daily to ensure all membership cards are sent to guest and coordinate with them on guest point issues. MICE Specialist – Where I assisted with group resumes, meeting and conference charges and room billings. Ensure that all billingws is correct before closing each and every account. In charge of making sure all company account is closed on scheduled time by working closely with Account and Sales/Events departments. Guest Relation Team – Where I assisted to ensure VIP request and preferences are met and room is in good working condition before each and every VIP arrivals. Prepare Keys for VIP arriving and Daily Brief of VIP arrival, Departures and in-house for next day for roll call daily. Show less

    • Sage Software Solution Pte Ltd

      Apr 2012 - Aug 2012
      Sales Executive

      To do cold callings and manage existing clients. Assist with sending quotations and resolve pricing issues as well as technical issues. Working closing with small enterprise to sell them software to assist them with their Payroll processing as well as HR Management.

    • Riverview Hotel, Singapore

      Sept 2012 - Apr 2013
      Guest Relation Executive

      Supervise the reception, assigning room for arrivals, checking traces and doing follow ups on billing issues. To assist and train new staff. Handling of guest complain hand in hand with our Duty Managers.

    • Shangri-La Hotel Singapore

      Apr 2013 - Apr 2014
      Reception Manager

      Supervise the reception, handle billing issue and guest complain. Ensure daily billings to Travel Agent and Guest is correct. To provide Excellent customer service to both internal and external guest.

    • Central Provident Fund Board

      Apr 2014 - Dec 2014
      Customer Service Executive

      Handle daily call enquires on the members’ CPF matters eg Nomination, Investment, Education, Medisave, Medishield/Eldershield and Housing.

    • DBS Bank

      Dec 2014 - Feb 2016
      Customer Service Executive - Contact Centre

      Handle daily call enquires on Unsecured Lending enquires on Credit Card eg. Fee waiver, application status and replacement of lost cards

    • Singapore Post

      Feb 2016 - Jul 2019

      • Customer Care Operations Manager

        Feb 2017 - Jul 2019

      • Customer Service Executive

        Feb 2016 - Jan 2017

    • UrbanFox Asia (Permanently Closed)

      Aug 2019 - now
      Customer Service Manager

  • Licenses & Certifications

    • TSA Upselling Certificates