CHAN WING CHING CHLOE
FLAT C 3/F OPULENT HOUSE 33 TSING CHUNG KOON RD,AFFLUENCE GARDEN TUEN MUN NT,HONG KONG
Summary
Manages membership engagement and satisfaction through effective communication and problem-solving. Implements innovative strategies to attract new members and enhance the membership experience. Commits to delivering exceptional service and driving the success of membership programmes.
Overview
8
8
years of professional experience
Work History
MEMBERSHIP SALES SUPERVISOR
Waterfall Exquisite Wellness - Sheraton
, Tsim Sha Tsui
12.2024 - Current
- Supported members in achieving personal goals, boosting retention and generating referrals.
- Maintained accurate database of membership leads, notifying staff of follow-up actions to enhance lead conversion.
- Monitored member engagement, identifying strategies to enhance satisfaction and loyalty.
- Dealt with questions, information requests and complaints regarding membership to find satisfactory resolutions.
- Monitored competitor activity to ensure competitive pricing and offerings.
- Prepared detailed reports on membership sales performance for senior management.
Senior Membership Officer
Waterfall Exquisite Wellness - Sheraton
Kowloon, Tsim Sha Tsui
12.2022 - 11.2024
- As a Senior Membership Officer at Waterfall Exquisite Wellness - Sheraton, I have successfully managed and maintained a high level of membership engagement and satisfaction.
- With my strong interpersonal communication skills and creative problem-solving abilities, I have been able to effectively address member needs and concerns, resulting in increased retention rates.
- Utilised interpersonal communication skills to address member needs and resolve issues promptly.
- Implement creative problem-solving strategies to enhance the membership experience and ensure member satisfaction.
- Built and maintained positive relationships with members through regular communication and personalised service.
- I have also implemented innovative strategies to attract new members and enhance the overall membership experience.
- Collaborated with cross-functional teams to coordinate and execute successful member events and promotions.
- Provide ongoing support and assistance to members, addressing any inquiries or concerns in a timely and professional manner.
- Handled customer complaints calmly and professionally, resolving customer issues in a timely manner.
Assistant Clubhouse Officer
Mantex Service Limited
New Territories, Long Ping
08.2021 - 08.2022
- Developed a comprehensive event timeline and checklist that ensured all tasks were completed on time and within budget.
- Coordinated setup and breakdown of meetings and events, supporting seamless operations.
- Supported meeting and event setup and breakdown to ensure efficient operations.
- Created and maintained event bulletin boards and club promotion notices to promote the event.
- Addressed resident inquiries and complaints promptly, ensuring satisfaction and trust.
- Welcomed guests warmly, fostering a positive atmosphere.
- Trained staff in various roles to enhance departmental collaboration.
Gym Receptionist
Genesis Training Center
Kowloon, Whampoa
11.2020 - 07.2021
- Answered and managed incoming and outgoing phone calls, providing accurate information and resolving customer inquiries.
- Resolved customer complaints calmly and professionally, ensuring timely resolution of issues to enhance customer satisfaction.
- Drafted and sent personalised emails to customers for appointment confirmations and follow-ups, fostering better communication and engagement.
- Operated cash register, credit card machine, and other electronic equipment accurately and efficiently.
- Addressed individual needs and learning styles of members to enhance engagement.
- Organised and maintained filing systems to streamline data storage and improve retrieval times.
- Produced reports and documents for the office manager.
Membership Relation Officer
The Hong Kong Jockey Club
New Territories, Sha Tin
09.2018 - 10.2020
- Resolved customer complaints calmly and professionally, enhancing customer satisfaction through timely issue resolution.
- Provided a positive first impression to enhance customer experience.
- Answered incoming phone calls and emails, delivering accurate and timely responses to enhance customer experience.
- Monitored and managed daily operations, ensuring efficient scheduling, effective inventory control, and strong customer relations.
- Scheduled appointments and meetings, ensuring the smooth flow of daily operations.
- Created reports and documents based on office manager requests.
Education
Higher Diploma - Leisure Management
Hong Kong Institute of Vocational Education
Kowloon09-2019
Heung To Middle School
Kowloon Tong, New Territories08-2016
Skills
- CRM Software
- Membership sales
- Sales Strategy
- Member Retention
- Membership Engagement
- Customer Service
- Problem-Solving
- Innovative Strategies
- Ability to Work in a Team
- Teamwork
- Communication
- Interpersonal Communication
Languages
Cantonese
English
Mandarin
Hobbies and Interests
Travel
Timeline
MEMBERSHIP SALES SUPERVISOR
Waterfall Exquisite Wellness - Sheraton
12.2024 - Current
Senior Membership Officer
Waterfall Exquisite Wellness - Sheraton
12.2022 - 11.2024
Assistant Clubhouse Officer
Mantex Service Limited
08.2021 - 08.2022
Gym Receptionist
Genesis Training Center
11.2020 - 07.2021
Membership Relation Officer
The Hong Kong Jockey Club
09.2018 - 10.2020
Higher Diploma - Leisure Management
Hong Kong Institute of Vocational Education
Heung To Middle School