Chloe Wong

Handling inbound and outbound calls and emails, also through different channels such as livechat, facebook.

Conduct surveys and customer panels to collect customer feedbacks and provide analysis reports on the area for improvements

Handling all complaints and compliments from all channels and departments

Create tailor-made training materials and tests for internal parties to enhance product knowledge

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Complaint handling through all channels, including phone calls, livechats and emails.

• Handled sensitive situations involving upset or dissatisfied guests professionally and efficiently to restore positive relations.
• Ensured smooth communication with security personnel regarding visitor access, enhancing safety measures within the property.
• Plan, organize and promote recreation activities and supervises the daily operation of club house.
• Handle all kinds of enquiry and complaints throughout all phone calls and in person

• Created monthly reports on guest feedback trends, providing valuable insights to guide improvements in operations and services.
• Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
• Streamlined check-in processes, reducing wait times and improving overall guest satisfaction.
• Maintained detailed records of guest preferences, enabling tailored service offerings upon future visits.
• Collaborated with outside departments to coordinate solutions and retain guest satisfaction.

• Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
• Handled guest complaints with professionalism, working to find satisfactory resolutions in a timely manner.
• Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
• Contributed to revenue growth by identifying opportunities for upselling additional services during the booking process or at check-in/check-out times.

• Managed group bookings to ensure seamless organization of events and accommodations.
• Streamlined check-in process to decrease wait times and increase customer satisfaction.
• Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
• Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
• Improved guest experience scores by consistently delivering exceptional service through active listening skills.