Shanthi Ayavoo Bethune
Singapore
Summary
Throughout my professional career, I have worked in the finance, client services, and hospitality industries. A highly energetic and self-motivated team player with multitasking abilities. A dynamic professional aiming for assignments in Operations Management/ Project management with an organization of repute, preferably in banking sector & Client Service. A people leader with strong performance leadership skills. Strong ability to multitask and confidence in leading project teams and willing to work under pressure as an effective communicator & negotiator with strong analytical, problem solving and organizational abilities.
Overview
39
39
years of professional experience
Work History
Guest Services Officer
Studio M Hotel (Millenium Group)
02.2025 - Current
- Greet guests and handle check-in/check-out
- Manage reservations for room assignments and cancellations
- Liaise with other departments (housekeeping, maintenance, F&B) to resolve issues
- Arrange transportation and restaurant reservations.
- Process payments and issue invoices and prepare daily reports for management
- Ensure smooth handover between shifts
- Maintained a 95% guest satisfaction score over 4 months consecutive
- Resolved 90% of guest complaints on the spot, ensuring positive outcomes
- Built rapport with repeat guests, increasing customer loyalty by 20%
Front Office Supervisor
The Sultan Heritage Hotel (Singapore)
07.2023 - 10.2023
- Arrange special accommodation for guests to enhance visitor experiences
- Daily check in/out process, payment processing and generating invoices to guests
- Handled phone lines and emails efficiently
- 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
- Support clients mainly from Australia & Singapore
- Handle inbound and outbound calls via Salesforce system as well as emails and Live chat.
- Work closely with stores client advisors’ team, back-office team (handles delivery)
- Consistently meet target sales
- Achieved 100% SLA & KPI targets for Chats & Messaging
Senior Client Advisor
Louis Vuitton
01.2021 - 08.2022
- Salesforce for all inbound & outbound calls. Handle live chats, emails and social media
- Monthly basis clientele informing on new products
- Work closely with our stakeholders (supply chain and logistic department).
- Assist customers in making purchases through omni channel (Oracle)
- 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 (Travel & Lifestyle Services)
11.2018 - 12.2020
- Assist clients with flight reservations, event tickets, dining and hotel bookings
- Prepare itineraries with additional information of the destination that clients are visiting
- Provided client service to Platinum, Signature, and Infinite card holders.
- Communication methods include email, chat, and Salesforce for inbound calls
- Meet Cardholders SLA in recommending their request timely manner
- Handle CH (cardholder’s) escalation to meet their expectations
- Achieved 100% SLA & KPI targets
Assistant Vice President
Credit Suisse (Singapore)
06.2008 - 09.2018
- Oversight to team in India (Wipro) managing day to day task related to Interest Claims and Bank Interest.
- Confirming all KPI& KRI of process are met as per set standards and reflect correct capacity utilization in capacity model
- Preparing Monthly and Quarterly Business Report (MBR and QBR) & publishing to senior management.
- Validating payments for all payable claims through MINT system.
- Client Money reporting and Segregation working closely with Cash Management team.
- 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 Officer
Societe Generale Bank
08.2002 - 05.2008
- Provide funding to cover FX positions with front office
- Validate trades via Reuters and authorize payments via SWIFT
- KYC checks for new account opening
Senior Settlements Officer
Royal Bank Scotland
05.1992 - 06.2002
- Oversaw processing of FX & MM for Asia-Pacific Financial Markets, including Singapore, Hong Kong and Tokyo
- Assisted with the Transition of FX & MM transactions from NatWest Bank to RBS Bank’ and Part of Operations team responsible for migrating FX & MM from Midas to Wall Street system.
Settlements Officer
Republic National Bank of New York
02.1987 - 03.1992
- Validate Banknotes payments via SWIFT system
- Input and validate trades via Midas system
Education
GCE N Level -
Skills
- Communication and interpersonal skills
- Invoice Processing & General Ledger Reconciliation
- Adaptability & Strong Negotiator
- KPI management & Projects & Funding
- Process Enhancement/Management with High Level Escalation
- Payments Specialist & Trade Validation
Awards
Perfect attendance awards in 2002/2003 in RBS, Received Awards for Up and Beyond for payments, Best Customer Service Award Key Achievements & Top Performer in Sales
Training
Client Services: Jul 2015, Client Money Training: Aug 2016 & Leadership Training - May 2017
Timeline
Guest Services Officer
Studio M Hotel (Millenium Group)
02.2025 - Current
Front Office Supervisor
The Sultan Heritage Hotel (Singapore)
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 (Travel & Lifestyle Services)
11.2018 - 12.2020
Assistant Vice President
Credit Suisse (Singapore)
06.2008 - 09.2018
Senior Officer
Societe Generale Bank
08.2002 - 05.2008
Senior Settlements Officer
Royal Bank Scotland
05.1992 - 06.2002
Settlements Officer
Republic National Bank of New York
02.1987 - 03.1992
GCE N Level -
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