Shek Yuk Ying
Digital Product Owner
Summary
Dedicated and detail-oriented professional with over 8 years of customer service experience and 4 years in digital product development at Cathay Pacific Airways. Expertise in complaint case investigation and follow-ups, supported by strong analytical, investigative, and problem-solving skills. Proficient in report writing and skilled in Microsoft Office applications, particularly in bilingual word processing in Chinese and English. Excellent interpersonal skills and a solid command of spoken and written Chinese, including conversational Putonghua, contribute to effective support for the Office of The Ombudsman in achieving fair and accurate resolutions.
Overview
13
13
years of professional experience
3
3
Languages
Work History
Digital Product Owner
Cathay Pacific Airways
05.2021 - Current
- Thorough understanding of the eCommerce platform capabilities or limitations and propose solutions to the business
- Work across different stakeholders to understand and define business requirements to develop a new feature / product
- Responsible for incident investigation and follow up with IT to ensure a proper fix is in place and help communicate to the business on fix or workaround
- Provide training and guidance to the business for any new functionalities developed on the platform
- Collect and consolidate users feedback for the app/website enhancement
- Manage, maintain, enhance and develop airport performance database and systems (e.g. Qlikview & Qliksense)
- Compilation of performance dashboard & reports (eg.CMI / ORSAR report) and conduct airport performance analysis as required
- Lead a team to set up a promotion campaigns to boost ticket sales
Service Leader
Cathay Pacific Airways
08.2019 - 05.2021
- Be a team lead and provide on-job training to Customer Service Officers
- Supervisor and monitor the performance of Customer Service Officers
- Assist in the day-to-day airport management
- Solve passenger problems and complaints and prepare daily flight reports
Customer Service Officer
Cathay Pacific Airways
09.2013 - 08.2019
- Ensure the smooth transfer of online or interline connecting passengers
- Manage wide a variety of customer services, like check-in services / meal orders / seat arrangement of each flight
- Support administrative tasks, for examples, flight arrival and statistical reports
- Provide quick solutions in the face of disruption and unexpected issues
Education
Bachelor of Arts - Travel Industry Management
The Hong Kong Polytechnic University SPEED
Hong Kong08-2013
Associate in Business - Tourism and Recreation Management
The Hong Kong Polytechnic University HKCC
Hong Kong08-2011
Skills
Agile backlog management
Issue resolution
Cross-functional teamwork
Experienced in Microsoft Office applications
Mobile app development
Agile project management
Problem analysis
Award/Scholarship
2012 Winner of the HSMAI (Great China Case Study) Marketing Competition
2011 Scholarship of International Summer School Programme
Timeline
Digital Product Owner
Cathay Pacific Airways
05.2021 - Current
Service Leader
Cathay Pacific Airways
08.2019 - 05.2021
Customer Service Officer
Cathay Pacific Airways
09.2013 - 08.2019
Bachelor of Arts - Travel Industry Management
The Hong Kong Polytechnic University SPEED
Associate in Business - Tourism and Recreation Management
The Hong Kong Polytechnic University HKCC