MS Word, Excel, Powerpoint, Teams
Ka Yee, Jessica Hung
Strong In Customer Service And People Management, Target-oriented
Tuen Mun,HKSAR
Summary
Dedicated customer service and travel professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
19
19
years of professional experience
39
39
years of post-secondary education
5
5
Certificates
4
4
Languages
Work History
Assistant Shop Manager
Pizza Hut
Hong Kong
02.2013 - Current
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Created employee schedules to align coverage with forecasted demands.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
Premium Travel Executive
American Express - Travel and Lifestyle Services
Hong Kong
11.2015 - 07.2016
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
- Responded to customer comments and questions via Phone and email during shifts.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
Call Center Resource Management
HKT Limited - PCCW (Technical Support Department of Netvigator and NowTv)
Hong Kong
03.2013 - 11.2015
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Established and oversaw performance targets for call center associates.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Supervised and performed human resource management functions like real time call performance, rostering and handling emergencies issue to superiors
Passenger Service Officer
Hong Kong Airport Service Limited
07.2012 - 09.2012
- Oversaw ticketing, gate and ramp services.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Tagged baggage and routed to appropriate location for loading and screening.
- Escorted handicapped passengers from terminal to aircraft.
Member Service Executive
The Marco Polo Club and Asiamiles Service Centre by PCCW
Hong Kong
08.2010 - 06.2011
- Secured high-value accounts through consultative selling, effective customer solutions and make travel reservation to our premium member.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customer issues by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Troubleshooting and find appropriate solutions by phone and email callback.
Senior Customer Service Representative
Pizza Hut
02.2010 - 08.2011
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Cashier, Part Time
Pizza Hut
06.2006 - 09.2009
- Helped customers complete purchases, locate items and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Greeted customers entering store and responded promptly to customer needs.
- Addressed customer needs and made product recommendations to increase sales.
Customer Service Trainee
HongKong and Shanghai Bank Corporation (HSBC)
01.2007 - 05.2007
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided primary customer support to internal and external customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Arts - BA (Hons) in Marketing Management
Coventry University
Hang Seng School Of Commerce, Hong Kong 09.2008 - 08.2009
Associate in Business Administration - Marketing
Hang Seng School of Commerce
Hong Kong 09.2006 - 08.2008
Pre-Associate Degree - Business Administration
Hang Seng School of Commerce
Hong Kong 09.2005 - 08.2006
Secondary Education -
South Tuen Mun Government Secondary School
Hong Kong Sep 2000 - 08.2005
Skills
Staff training/development
undefinedSoftware
Certification
Hygiene supervisor by FEHD
Timeline
Sign Language Interpretation Traning Course in Hong Kong Sign Langauage - Certificate of Attendance
11-2022
Advanced Course in Hong Kong Sign Langauage - Certificate of Attendance
11-2020
Hygiene supervisor by FEHD
10-2020
Intermediate Course in Hong Kong Sign Langauage - Certificate of Attendance
07-2019
Elementary Course in Hong Kong Sign Langauage - Certificate of Attendance
03-2019
Premium Travel Executive
American Express - Travel and Lifestyle Services
11.2015 - 07.2016
Call Center Resource Management
HKT Limited - PCCW (Technical Support Department of Netvigator and NowTv)
03.2013 - 11.2015
Assistant Shop Manager
Pizza Hut
02.2013 - Current
Passenger Service Officer
Hong Kong Airport Service Limited
07.2012 - 09.2012
Member Service Executive
The Marco Polo Club and Asiamiles Service Centre by PCCW
08.2010 - 06.2011
Senior Customer Service Representative
Pizza Hut
02.2010 - 08.2011
Bachelor of Arts - BA (Hons) in Marketing Management
Coventry University
09.2008 - 08.2009
Customer Service Trainee
HongKong and Shanghai Bank Corporation (HSBC)
01.2007 - 05.2007
Associate in Business Administration - Marketing
Hang Seng School of Commerce
09.2006 - 08.2008
Cashier, Part Time
Pizza Hut
06.2006 - 09.2009
Pre-Associate Degree - Business Administration
Hang Seng School of Commerce
09.2005 - 08.2006
Secondary Education -
South Tuen Mun Government Secondary School
Sep 2000 - 08.2005
Similar Profiles
Eric EllardEric Ellard
District Manager at MUY Pizza Houston (Pizza Hut)District Manager at MUY Pizza Houston (Pizza Hut)
Kaleb WisebakerKaleb Wisebaker
District Manager at ADT Pizza/ Pizza HutDistrict Manager at ADT Pizza/ Pizza Hut
Lindsay FraserLindsay Fraser
Delivery Driver at Pizza Hut (Ayvaz Pizza)Delivery Driver at Pizza Hut (Ayvaz Pizza)