Amartham Ayavoo Bethune
Far Rockaway
Summary
Accomplished professional with a proven track record in process enhancement and KPI management, particularly recognized for recovering USD 25 million in claims at Credit Suisse. Excelled in roles requiring exceptional communication and negotiation skills, achieving top sales performer status at Louis Vuitton. Adaptable and results-oriented, consistently meets and exceeds performance targets.
Overview
37
37
years of professional experience
Work History
Front Office Supervisor
The Sultan Heritage Hotel
07.2023 - 10.2023
- Company Overview: A boutique hotel in Singapore culture and heritage, painstakingly put together 10 Grade A conservation shophouses to create a hotel that is a grand tribute to Singapore’s glorious and colourful past
- Housing 60 guest rooms across 8 room categories
- Provided exceptional customer service, addressing enquiries promptly and ensuring customer satisfaction
- Worked on front desk operations, serving as the initial point of contact for visitors, guests and employees
- Arrange special accommodations for guests to enhance visitor experiences
- Handle payment processing and provide customers with receipts, bills with changes
- Engage friendly conversations while conducting the check in/out process
- Handled multiple phone lines, handling high-volume calls professionally and efficiently
- Daily reporting to management on daily tasks
- A boutique hotel in Singapore culture and heritage, painstakingly put together 10 Grade A conservation shophouses to create a hotel that is a grand tribute to Singapore’s glorious and colourful past
- Housing 60 guest rooms across 8 room categories
- The monthly target has been met - 90% of the rooms are guaranteed to be booked
- Keep track of the hotel's ratings and rectify any issues to prevent recurrences
Senior Client Advisor
Gucci
09.2022 - 05.2023
- Company Overview: Gucci, a luxury fashion house based in Florence
- Founded in 1921 by Guccio Gucci, the company began as a leather goods and luggage retailer before rapidly expanding under the direction of Gucci’s sons and is now owned by the French multinational corporation Kering
- Support clients mainly from Australia & Singapore
- Deliver extraordinary service on inbound and outbound calls / emails / Live chat
- Work closely with stores client advisors’ team, back-office team (handles delivery)
- Managed and maintained customer accounts, fostering positive relationships
- Address enquiries from our clients as well as reach out for clientele on our new products
- Gucci, a luxury fashion house based in Florence
- Founded in 1921 by Guccio Gucci, the company began as a leather goods and luggage retailer before rapidly expanding under the direction of Gucci’s sons and is now owned by the French multinational corporation Kering
- Consistently meet target sales
- Achieved 100% SLA & KPI targets for Chats & Messaging
Senior Client Advisor
Louis Vuitton
01.2021 - 08.2022
- Company Overview: Louis Vuitton Malletier, commonly known as Louis Vuitton, is a French luxury fashion house and company founded in 1854 by Louis Vuitton
- The label's LV monogram appears on most of its products, ranging from luxury bags and leather goods to ready-to-wear, shoes, watches, jewellery, accessories
- Build sound knowledge of clients during interactions via the various channels on the platform and ensured a personalized interaction
- Establish a credible rapport with all clients to build long-term relationships
- Deliver extraordinary service on inbound and outbound calls / emails / social media servicing / chat messages
- Address general and product-specific inquiries from our clients and provide clear and concise information as needed
- Handle and resolve client’s queries, requests, and feedback (including complaints) promptly and professionally, using elevated service language
- Work closely with our stakeholders (supply chain and logistic department)
- Assist customers in making purchases through omni channel
- Louis Vuitton Malletier, commonly known as Louis Vuitton, is a French luxury fashion house and company founded in 1854 by Louis Vuitton
- The label's LV monogram appears on most of its products, ranging from luxury bags and leather goods to ready-to-wear, shoes, watches, jewellery, accessories
- Achieved top sales performer consistently month to month since 2021
- Post contact survey 4.9 month to date out of 5
- Achieved 100% SLA & KPI targets for Chats & Messaging
Duty Manager
John Paul
11.2018 - 12.2020
- Company Overview: JP is a lifestyle consultant company partnering with VISA in assisting clients to make dining reservations experience, flight quotations, concert tickets
- In addition to fine dining and luxury hotels, I assist clients with flight reservations and hard-to-get concert and event tickets
- My communication methods include email, chat, and telephone
- Worked with several hotels and hotel providers to obtain the best possible rates to provide to the clients
- Partnered with airlines and tour operators to negotiate for special package deals or plans to provide our clients to enjoy their holidays
- Prepare detailed itineraries with additional information of the destination that clients are visiting
- Provided client service to Platinum, Signature, and Infinite card holders
- JP is a lifestyle consultant company partnering with VISA in assisting clients to make dining reservations experience, flight quotations, concert tickets
- Meet Cardholders SLA in recommending their request timely manner
- Phone calls as well as chat request within the SLA time
- Handle CH (cardholder’s) escalation to meet their expectations
- Achieved 100% SLA & KPI targets
Assistant Vice President
Credit Suisse
Singapore
06.2008 - 09.2018
- Company Overview: Credit Suisse Group AG is a global wealth manager, investment bank and financial services firm founded and based in Switzerland
- Credit Suisse is known for its strict bank–client confidentiality and banking secrecy practices
- Credit Suisse was founded in 1856 to fund the development of Switzerland's rail system
- Oversight to team in India (Wipro) managing day to day task related to Interest Claims and Bank Interest
- Ensure recoveries of USD 20 - 30 million approx
- Annually
- Working meticulously with clients, various internal / external counterparties, and IT Dept
- To ensure efficient client service and process in placed
- Confirming all KPI& KRI of process are met as per set standards and reflect correct capacity utilization in capacity model
- Auditing and revising the process manuals for desired amendments along with necessary approvals
- Investigate P&L breaks in ledger vs the source feeder, large swings in the positions (daily, weekly, MTD and YTD basis)
- Responsible for integrity of financial reporting and commentaries on weekly basis for Balance Sheet positions
- Work closely with Cash Management team related to funding and cost adjustment queries and investigations
- Regular meetings with OCR related to outstanding breaks issue
- Preparing Monthly and Quarterly Business Report (MBR and QBR) & publishing to senior management
- Generating and redesigning appropriate internal controls around all processes and minimizing the aging cycle of outstanding claims
- Responsible for providing overall description & overview of the process to the new employees
- Accounting for resource allocation, ensuring completion of activities as agreed SLA
- Validating payments for all payable claims through MINT application
- Client Money reporting and Segregation
- Credit Suisse Group AG is a global wealth manager, investment bank and financial services firm founded and based in Switzerland
- Credit Suisse is known for its strict bank–client confidentiality and banking secrecy practices
- Credit Suisse was founded in 1856 to fund the development of Switzerland's rail system
- Recognized for setting benchmark in claim recovery worth USD 25 million
- Credited for reducing turnaround time for rollover aged breaks form 60 days to 30 days
- Claim recoveries of USD 20 to 30 million approx
- Annually
Senior Settlements Officer
Royal Bank Scotland
03.1992 - 06.2002
Settlements Officer
Republic National Bank of New York
02.1987 - 03.1992
Education
GCE N Level - High School
Skills
- Communication and interpersonal skills
- Invoice Management
- Adaptability
- Proficient in Negotiation
- KPI management
- Critical Situation Management
- Process Enhancement/Management
- Project Funding Strategies
- General Ledger Reconciliation
- Payments Specialist
- Trade Verification
Training
- Client Services, 07/01/15
- Client Money Training, 08/01/16
- Leadership Training, 05/01/17
Awards
- Perfect attendance awards in 2002/2003 in RBS
- Received Awards for Up and Beyond for payments
- Best Customer Service Award
- Top Performer in Sales
Timeline
Front Office Supervisor
The Sultan Heritage Hotel
07.2023 - 10.2023
Senior Client Advisor
Gucci
09.2022 - 05.2023
Senior Client Advisor
Louis Vuitton
01.2021 - 08.2022
Duty Manager
John Paul
11.2018 - 12.2020
Assistant Vice President
Credit Suisse
06.2008 - 09.2018
Senior Settlements Officer
Royal Bank Scotland
03.1992 - 06.2002
Settlements Officer
Republic National Bank of New York
02.1987 - 03.1992
GCE N Level - High School
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