Kai Yan Dorothy Chow
Summary
Dynamic customer service professional with extensive experience at Rolex (Hong Kong) Limited, excelling in complaint resolution and training. Proven track record in enhancing customer satisfaction through effective workflow management and inter-department collaboration. Adept at maintaining high-quality service standards while mentoring teams to achieve operational excellence.
Overview
25
25
years of professional experience
Work History
Assistant Customer Service Manager
Rolex (Hong Kong) Limited
Central
01.2023 - Current
- Directed a team of over 20 receptionists in daily service operations, ensuring compliance with brand standards and protocols.
- Oversaw monitoring of service effectiveness and quality through KPIs, delivering actionable insights to enhance service performance.
- Assisted in evaluating team performance to determine training requirements for team members and retail partners. Supported the implementation of new or improved workflows through training sessions. Provided coaching and constructive feedback to promote professional development.
- Formulated innovative scripts and guidelines for team members to enhance messaging consistency.
- Resolved customer issues with professionalism and diplomacy while guiding them through the resolution process. Supported continuous improvement initiatives to enhance service quality.
Customer Service Receptionist Supervisor
Rolex (Hong Kong) Limited
Central
09.2011 - 12.2022
- Directed service center operations to enhance customer satisfaction through in-depth product and service knowledge.
- Assisted in coordinating receptionist schedules to maintain smooth office operations. Helped prepare reports to support management decisions. Aided in initiatives to enhance service systems and improve appointment scheduling.
- Developed and executed comprehensive training programs for new receptionists, ensuring mastery of reception procedures.
- Directed transition to new workflows during system migration to enhance operational efficiency.
- Spearheaded collaboration with service manager to analyze and resolve customer complaints efficiently.
Service Representative
Rolex (Hong Kong) Limited
Central, Hong Kong
06.2005 - 08.2011
- Ensured consistent adherence to productivity and quality standards.
- Addressed customer concerns with friendly, knowledgeable service, ensuring prompt and effective issue resolution.
- Guided and mentored junior team members to enhance customer service skills and professional development.
Customer Service Officer
Cathay Pacific Airways
Chek Lap Kok
11.2002 - 04.2005
- Enhanced customer satisfaction by efficiently handling check-in and boarding processes.
- Provided exceptional customer service during irregular operations such as flight cancellations or rebooking situations.
- Reduced passenger complaints through active listening, empathetic communication, and prompt problem resolution.
Cultural Representative
The Walt Disney Company
Florida, USA
07.2001 - 07.2002
- Cultivated an inclusive environment for international visitors to engage with China's rich heritage. Guided guests through historical and cultural insights to foster appreciation of local customs. Championed initiatives that promoted cultural understanding and exchange.
- Enhanced merchandise displays to highlight unique cultural elements, fostering customer engagement.
Hotel Intern
Mandarin Oriental Hong Kong
Central
06.2000 - 01.2001
- Coordinated efforts with team members to uphold service excellence and maintain high standards across all departments.
- Supported restaurant staff during high-traffic periods to ensure seamless guest service and satisfaction.
- Elevated overall guest satisfaction through comprehensive understanding of hotel offerings and nearby points of interest.
Education
Bachelor of Arts - Hotel And Catering Management
The Hong Kong Polytechnic University
Hung Hom, Hong Kong06-2006
Higher Diploma in Hotel And Catering Management
The Hong Kong Polytechnic University
06-2001
Skills
- Streamlined workflow processes
- Project execution
- Skilled in organizing schedules
- Cross-functional teamwork
- Coaching and guidance
- Customer issue resolution
- Proficient in MS Office
- Fluent in Cantonese, English and Mandarin
Timeline
Assistant Customer Service Manager
Rolex (Hong Kong) Limited
01.2023 - Current
Customer Service Receptionist Supervisor
Rolex (Hong Kong) Limited
09.2011 - 12.2022
Service Representative
Rolex (Hong Kong) Limited
06.2005 - 08.2011
Customer Service Officer
Cathay Pacific Airways
11.2002 - 04.2005
Cultural Representative
The Walt Disney Company
07.2001 - 07.2002
Hotel Intern
Mandarin Oriental Hong Kong
06.2000 - 01.2001
Bachelor of Arts - Hotel And Catering Management
The Hong Kong Polytechnic University
Higher Diploma in Hotel And Catering Management
The Hong Kong Polytechnic University