Chanh Son

Experience

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  Air New Zealand

  Aug 2011 - Jul 2013

  Customer Service Agent

  • Dangerous Goods & Security checks to be able to access terminals as staff• Customer Service and Sales; upselling customers to upgrade to the business class• Customer Service• Check-in International & Domestics• Passport Checks & Documents• Immigration & Customs Forms check• Data Entry: making sure correct flight details are in, checking availability flights, making sure all passengers are on flight to be able to give dispatch a call to finalise the flight.• Meet and Assist passengers needing help within the terminal• Face to Face interactions with passengers• Visa Checks on non-New Zealand or Australia passports will enquire if that passenger is able to travel or leave the country• Ticket checks • Disrupts Handling – flights cancellations • NZ Domestic Link Gate Check-Flights: boarding calls on the P.A• Airside Safety Awareness: Tarmac tasks Show less

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  Qantas

  Nov 2011 - Jul 2012

  Customer Service Agent

  • Dangerous Goods & Security checks to be able to access terminals as staff• Customer Service and Sales; upselling customers to upgrade to the business class• Customer Service• Check-in International & Domestics• Passport Checks & Documents• Immigration & Customs Forms check• Data Entry: making sure correct flight details are in, checking availability flights, making sure all passengers are on flight to be able to give dispatch a call to finalise the flight.• Meet and Assist passengers needing help within the terminal• Face to Face interactions with passengers• Visa Checks on non-New Zealand or Australia passports will enquire if that passenger is able to travel or leave the country• Ticket checks • Disrupts Handling – flights cancellations • NZ Domestic Link Gate Check-Flights: boarding calls on the P.A• Airside Safety Awareness: Tarmac tasks Show less

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  Queensland Motorways

  Sept 2012 - Nov 2013

  Customer Service Representative

  • Providing customer service over the phone• Setting up accounts for New Customers• Updating account details such as address, contact details, adding vehicles onto account, topping up the account for existing customers• Taking payments; processing over the phone via credit cards/BPAY payments• Used SAP system; a system which holds all information to search up vehicle plates and customer accounts• Setting up casual passes for non-frequent toll customers• Data entry• Dealing with notice fees and writing off fees• Ordering new tags and clips• After calls recorded notes; for the next customer service representative to read if any cases there is a situation with customer they can see what the issue the first time is• Problem solving Show less

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  Flight Centre Travel Group

  Jan 2014 - Jan 2018

  Retail & Refunds Specialist Consultant

  RETAIL SPECIALISTS CONSULTANT• Maintain and build customer relationship by owning all interaction and providing outstanding customer service; Email communications with the Indonesian Team Inbound and Outbound• Multitasking role – daily task of managing calls, emails, bookings, ticketing including statement queries from agents and airlines• Solving Travel Agents Statements and Finance• Specialists in providing best value fares and related air services (ie ancillary) and actively looking for ways to maximise travelling customer value, consultant commission & amp; airline contracts • Operating bookings downloaded on Queues in the Oasis system• GDS – working in Galileo/Sabre ticketing system• Invoicing bookings accurately• Problem Solving written and verbally with agents• Always provide first contact solutions via all business communication streams (ie. Phone, GDS, Email) • Fares and ticketing knowledge REFUNDS CONSULTANT• Processing all refunds from all Flight Centre brands and consolidations• Data processing – payout accounts sheet/billings report/profit variance• Managing emails queries Training and Support to off-site refunds consultants• Managing refund tracker on a spreadsheet for Travel agents• Maintenance of Refund reports weekly reconciliation of Billings• Assist agents with refund enquiries within minimum standards.• Working with Agent - Airlines and External Businesses to help understand all aspects of the business Show less

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  Airtickets®

  Mar 2018 - Apr 2021

  Fares and Ticketing

  TICKETER EXPERT IN FARES & TICKETING • Maintain and build customer relationship by owning all interaction and providing outstanding customer service to Hello World agents • Multitasking role – daily task of managing calls, emails, bookings, ticketing including statement queries from agents and airlines• Solving Travel Agents Statements and Finance• Specialists in providing best value fares and related air services (ie ancillary) and actively looking for ways to maximise travelling customer value, consultant commission & amp; airline contracts • Operating bookings downloaded on Queues in ticketing wizard system• GDS – working in Galileo/Sabre/Amadeus ticketing system• Invoicing bookings accurately• Problem Solving written and verbally with agents• Always provide first contact solutions via all business communication streams (ie. Phone, GDS, Email) • Fares and ticketing knowledge• Assisting with Refund processing from 7th April to present• BSPlink Refund processing system to the Airlines• Providing fast and consistent Airline policies updates to our agents Show less

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  RACQ

  Apr 2021 - now

  • Contribute to the achievement of service standards in a multichannel environment by performing member engagements including face-to-face, phone, email and other member transactions.• Provide effective communication with members to determine, understand and deliver on member needs.• Creating an honest, open and engaging environment where members feel comfortable in sharing.• Maintain a thorough understanding of RACQ policies, procedures, systems and products for assistance and insurance services to ensure compliant and confidence when assisting members.• Ensure KPI’s were being met and delivering positive member experiences.• Demonstrate a proactive approach to awareness and implementation of legislative changes in the areas of financial services.• Ensures relevant technical and product knowledge in relation to RACQ policies, procedures, processes and systems.• Collaborate with others in direct team to achieve the required goals.• Identify and report risks encountered and apply controls as required in policy, procedures or directions such as lodging feedback as per protecht.• Identify solutions for member inquiries within the authorised scope of RACQ policy, guidelines and process. • Effectively determine members needs and the assist with influence/negotiate outcomes to achieve sales results. Show less • Provide end to end claim ownership inclusive of lodgement of claims of a straight-through or moderate complexity. • Triaging, management and recovery claim costs. • Act as a referral for claim decisions and processing. • Providing proactive, timely, quality and efficient claims outcomes. • Act as a referral for claims above team member’s delegations. • Manage claims in accordance with RACQ policies and procedures and other relevant acts and codes as applied throughout RACQ. • Manage overflow of triaging and claim complexities in line with the incumbent’s knowledge, skills and abilities. • Provide and act as a referral for professional, proactive and efficient customer service & claims management in conjunction with accurate & compliant information in line with our values, ensure all members are treated in an honest, fair and equitable manner. • Proactively striving to understand member’s needs, and ensuring members are always at the forefront of what we do. • Build and maintain successful working relationships with our partners to ensure a seamless claim experience. • Actively display the RACQ values, by working in a collaborative manner with others, seeking ways to participate in employee engagement and continuous improvement initiatives. • Participate in training to enable to improve members experience and claims outcomes Show less

  • Personal Lending

    Feb 2025 - now

  • Member Engagement Consultant

    Jul 2024 - Feb 2025

  • Property Claims Management Officer

    Apr 2021 - Jul 2024