Oi Yan Janet Yam
Customer Service Professional
Hong Kong
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
20
20
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Customer Service Officer
Blackbird Work Supply Co Ltd
04.2022 - Current
- Responded to customer calls and emails to answer questions about services.
- Acted as first point of contact and set appointments for prospective clients.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Hospitality Assistant
Canossa Hospital
Hong Kong
01.2022 - 02.2022
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Comforted anxious patients before procedures and listened to concerns, offering support and compassion.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
Senior Purser
Hong Kong Dragon Airline Ltd
Hong Kong
05.2013 - 10.2020
- Managed team of flight attendants to offer excellent and efficient service to customers, handled challenging situations with ease.
- Facilitated communication between flight deck , ground personnel and cabin crew prior to and during flights to promote smooth operations.
- Maintained and completed administrative records and documents to meet company requirements.
- Ensured safety and comfort of customers onboard aircraft.
Flight Purser
Hong Kong Dragon Airline Ltd
Hong Kong
07.2005 - 03.2013
- Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
- Held flight attendants accountable to service expectations to meet company and regulatory standards.
- Ensured safety and comfort of customers onboard aircraft.
Flight Attendant
Hong Kong Dragon Airline Ltd
Hong Kong
10.2000 - 07.2005
- Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
- Ensured safety and comfort of customers onboard aircraft.
Education
Matriculation -
Caritas Bianchi College of Careers
09.1998 - 06.2000
Form 5 To Form 6 -
New Method College
09.1996 - 06.1998
Form 1 To Form 5 -
Tung Wah Group of Hospitals Wong Fut Nam College
09.1991 - 06.1996
Skills
Service standard compliance
Guest services
Verbal and written communication
Complaint resolution
Clerical Support
Computer literacy
Certification
Certificate in First Aid (Hong Kong St. John Ambulance)
Timeline
Customer Service Officer
Blackbird Work Supply Co Ltd
04.2022 - Current
Hospitality Assistant
Canossa Hospital
01.2022 - 02.2022
Certificate in First Aid (Hong Kong St. John Ambulance)
10-2021
Certificate of International Kikisake-shi (Sake Service Institute)
09-2021
WSET Level 1 Award in Wines (Wine Spirit And Education Trust)
05-2021
Senior Purser
Hong Kong Dragon Airline Ltd
05.2013 - 10.2020
Flight Purser
Hong Kong Dragon Airline Ltd
07.2005 - 03.2013
Flight Attendant
Hong Kong Dragon Airline Ltd
10.2000 - 07.2005
Matriculation -
Caritas Bianchi College of Careers
09.1998 - 06.2000
Form 5 To Form 6 -
New Method College
09.1996 - 06.1998
Form 1 To Form 5 -
Tung Wah Group of Hospitals Wong Fut Nam College
09.1991 - 06.1996