Edmond Hui
Room 807, Tower 7, 8 Castle Peak Road
Summary
I am a Business Improvement Specialist with experienced record at Cathay, who enhancing customer experience through effective troubleshooting and system optimization. Also, as a Barista previously, I experienced for how to maintain a business run (Cafe) and assist for hosting small events.
Overview
7
7
years of professional experience
Work History
Business Improvement Specialist
Cathay Pacific Airways
04.2023 - Current
- Connecting point between the customer /users, Technical side.
- Optimized customer experience by delivering Support and System Improvement to CCD Contact Centre and effectively troubleshooting issues in system issues.
- Helped meet changing demands from Contact Centre by recommending improvements to business systems or procedures.
- Handling UAT, system fix and regular deployment.
- Using Jira and Confluence to raise stories and handling the issue fix and new stories.
Analyst - System and Automation
Cathay Pacific Airways
04.2022 - 04.2023
- Delivering Support and System Improvement to CCD Contact Centre
- Handling UAT, system fix and regular deployment
- Optimized documentation for call/chat flow
Barista
Cross Oak Proj. Ltd
08.2018 - 05.2021
- Maintain coffee shops daily operation
- Adjust the setting to tune coffee beans according to the bean conditions.
- Assisting the hosting of private event parties (e.g., birthday parties, women's day, Microsoft lunch gathering, 10 anniversary for son's defunct and more)
- Attend coffee festival and knowledge sharing events
Education
Bachelor of Arts - International Tourism And Airline Management
Edinburgh Napier University
Edinburgh07-2021
Skills
- System Maintenance and repair
- Documentation management
- Troubleshooting techniques
- Analytical thinking
Timeline
Business Improvement Specialist
Cathay Pacific Airways
04.2023 - Current
Analyst - System and Automation
Cathay Pacific Airways
04.2022 - 04.2023
Barista
Cross Oak Proj. Ltd
08.2018 - 05.2021
Bachelor of Arts - International Tourism And Airline Management
Edinburgh Napier University
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