Reny Sam

Experience

• 

  Rest. MALAY

  Mar 2004 - Apr 2005

  Front Desk Executive

  Responsible for checking guests in and out of the hotel.Posts charges to guestrooms, verifies credit cards & balance sheet.General assistance and billing with a view to achieving customer delight.Distributes mail and information to guests in a timely manner.Customer satisfaction and quality controller.

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  Embassy Suites

  Jan 2005 - Dec 2009

  Administrative Assistant

  • Monitor customer complaints through survey raise mal action items for each of them and assign to the group for resolution scheduling daily standup meeting.• Communicating with BOD, partners and vendors on behalf of the Directors and archiving classified confidential documents in company coded sequence.• Ensure all systems are patched regularly, Inventory is up-to-date and assign risk levels to patch exceptions advising users Do’s and Don’ts’s.• Creation of login credentials, access card, seating arrangement and welcome pack for new joiners ensure they complete on boarding checklist and company induction. Show less

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  ICVolunteers Conferences

  May 2008 - Oct 2008

  Networking Executive

  Managed Logistic staff for timely delivery of complex project requirements ensuring to cost, schedule and quality are met. Responsible for Coordinating and controlling the order cycle and associated the movement of staff between the suppliers and various sites. Update and maintain accurate sales and stock database (data entry and crosscheck). Work within a budget set by the logistics manager and be able to account for all expenditure.

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  KGL Logistics

  Nov 2009 - Feb 2010

  Call Centre Supervisor

  Analyzing, reporting, giving recommendations and developing strategies on how to improve quality and quantity. Supervision & training personnel on softwares and system function which also invloes employee perfomance management. Software support to the concerned department. Handled customer queries, reservations & executed operations. To serve every client to the best and provide adequant solution on unpleasant situations.

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  RR Donnelley

  Jun 2010 - Sept 2010

  Process Associate

  Maintain quality levels and monitor office staff and work performance

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  GCX

  May 2011 - Aug 2015

  • Managed complete lifecycle of POCs and Pilot batch - Initiation to Closure. Created project plan, tracking milestones, activity schedules, risk register, resourcing and cost.• Monitor the progress of the projects, stand up war-room for escalations reporting unplanned outage and necessary action for restoration.• Coordinated planned changes with clients, improved change management process and ensure activity completion notification is sent to all users including customer and conduct post implementation review documenting project learnings.• Assist the team in clearing the backlogs and ensure all implemented sites go through Quality check and are being monitored by Pro Active Monitoring. Show less • Review on boarding of clients to ensure quality benchmarks are consistently high and meeting contractual SLAs. Review the detractors & improve delivery quality• Analyze monthly feedback Including 1:1’s, Personal Development Plans and team meetings and rate engineers based on KPI achievement, area to focus for next quarter.• Created selection criteria for screening and on-boarding process, setting of KPI’s plus provide frequent feedback and address client escalations accountable for SSAT• Tracked team performance by ensuring staff appraisals are scheduled and completed providing feedback area of improvement with target date. Show less • Processed client change, brief the SOW to engineers, facilitate communication to stakeholders regarding the ordering of deliverables, project concepts, and implementation of new as well as relocation of sites.• Created change management strategies and plans for change initiative to support adoption of the change and drives to project and business outcomes.• Reviewed completeness and quality of information entered the change management system and works with change owners to correct deficiencies• Ensured implemented sites are processed for Quality Audits thereby moved to proactive monitoring handover to Service Assurance team Show less

  • Service Delivery Manager

    Jun 2014 - Aug 2015

  • Customer Service Team Lead

    Jun 2013 - May 2014

  • Technical Coordinator in French Language

    May 2011 - May 2013
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  Brennan

  Sept 2015 - now

  • Improved client experience by tweaking gaps and removing waste like double holding adding automation to onboarding• Built Project Plan in consultation with internal & external stakeholders in line with the contractual dates• Exercised PM power of resource alignment, cross training, shift roaster, and team briefings• Migrated end-of-life products removing risk and high maintenance fee savings of 15k dollars per year• Audited the inventory ensuring no revenue leakage and hardware’s in stock Show less • Resolved customer complaints, identify trends, make recommendations, influence decisions based on reports, observations, and graphs.• Improved in building the Brennan Core 2.0 with minimal impact and cost constraints, focusing on Optimization and Centralization of resources.• Drive Implementing, Managing and Delivering quality services that fits best to the client’s requirement and fulfilling commitment to the business.• Improved turn around time, work with 4P’s to streamline the gaps, drive client satisfaction and raise flag for potential issues through WIP calls/meetings.• Identified, tracked, and managed activities, updating client RAID and reporting on client health status to the internal stake holders. Show less • Created Voice and Data Transition workflow and leading the transition project from inception till steady state (post Go-Live), ensure successful knowledge transfer and work-shadowing between the teams delivering faster nutshell track Progress to Date highlight issues/roadblocks.• Organized internal and external kick off to agree the timelines, scope of work in line with contracted line items, run risk remediation analysis & give recommendations.• Define, build, and implement workable components to Service Transition, identify risk with the mitigation plan, prepare risk responses, track progress against the project plan with daily scrum as well as work in progress (WIP) calls to highlight current status of overall project. Show less

  • Project Manager

    Apr 2022 - now

  • Service Manager

    Jul 2016 - Mar 2022

  • TRANSITION CO-ORDINATOR

    Sept 2015 - Jun 2016