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
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
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