Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Willingness to take on added responsibilities to meet team goals.
Hi, I’m
Sumram Kaur
Hong Kong
Summary
Overview
4
years of professional experience
2
Certification
Work History
Plaza Premium Group
Guest Service Officer
07.2023 - Current
Job overview
- Customer Interaction & Service Excellence: Spearheaded the welcoming and farewell process at the front reception, ensuring a memorable first and last impression for guests. Excelled in engaging with customers to understand and fulfill their requirements, providing detailed information on services, menus, and promotions with a personal touch that enhanced customer satisfaction.
- Operational Efficiency & SOP Compliance: Vigilantly conducted routine inspections of shower rooms and toilets to uphold the highest standards of cleanliness and hygiene. Expertly managed opening and closing shifts in strict adherence to Standard Operating Procedures (SOP), guaranteeing accurate cash handling and seamless shift transitions with comprehensive handover records.
- Revenue Growth & Cross-Promotion: Played a pivotal role in driving revenue growth through strategic upselling of outlet packages and cross-selling of various services within the Plaza Premium Group. Demonstrated exceptional knowledge of currency conversion rates to facilitate smooth transactions for international guests.
- Team Collaboration & Multi-Departmental Support: Actively supported the Food & Beverage (F&B) team by assisting in the clearance of utensils during peak times, showcasing versatility and commitment to team success. Collaborated closely with all lounge departments to contribute to the development and improvement of quality management systems.
- Flight Assistance & Technical Support: Provided critical flight information assistance to passengers, drawing on an in-depth understanding of flight schedules. Offered technical support for computer, email, and Internet services, ensuring a seamless and stress-free experience for guests.
- Quality Assurance & Continuous Improvement: Conducted thorough checks to ensure buffet food quality met stringent standards regarding appearance, texture, flavor, and presentation, contributing to an exceptional dining experience. Proactively identified and participated in continuous improvement initiatives to enhance service quality and operational effectiveness.
- Additional Responsibilities: Undertook various tasks as assigned by superiors, demonstrating flexibility and a willingness to contribute beyond the traditional scope of duties.
HSBC
Customer Service Ambassador
11.2022 - 07.2023
Job overview
- Exceptional Customer Service: Delivered outstanding service at HSBC branch, serving as the primary contact. Ensured journeys were highly satisfactory by addressing needs with warmth, thus reducing complaints and boosting loyalty.
- Community Liaison: Acted as a key bridge for the ethnic minority community, enhancing communication in languages including Hindi, Urdu, Punjabi, and Nepali. This role facilitated a deeper understanding and meeting of diverse customer needs.
- Guidance and Resolution: Directed customers to appropriate branch services, improving their satisfaction. Played an integral role in issue escalation, maintaining the bank's high standard of customer service.
- Promotional Engagement: Championed HSBC's new services within the community, spotlighting the bank's welcoming stance for Hindi, Urdu, Punjabi, and Nepali speakers, aiding in market expansion and diversity.
Standard Charted Bank
Green Bond & Silver Bond Helper
04.2022 - 08.2022
Job overview
- Sustainable Investment Promotion: Actively promoted Green and Silver bonds to potential investors, utilizing leaflets and direct engagement to educate customers on the benefits of sustainable investing, significantly raising awareness and interest.
- Customer Service Excellence: Provided exceptional front desk service, addressing customer inquiries and needs with professionalism and efficiency, enhancing the overall customer experience at the branch.
- Support and Coordination: Supported Relationship Managers by scheduling and managing appointments, ensuring a seamless and organized flow of customer consultations and meetings.
- Investment Education: Developed and distributed educational content on the importance of Green and Silver bonds, contributing to increased customer knowledge and investment interest.
- Collaborative Teamwork: Worked closely with the marketing and sales teams to strategize and implement effective promotion campaigns, resulting in a notable uptick in bond sales during the tenure.
Teleplus GSM Ltd Co.
Junior Accountant, Sales Assistance
04.2019 - 07.2021
Job overview
- Financial Reporting & Reconciliation : Spearheaded monthly bank reconciliation processes to detect and rectify discrepancies, enhancing the accuracy of financial records. Proficient in utilizing Xerox and QuickBooks for journal entries and financial data management.
- Accounts Receivable & Invoicing : Effectively managed accounts receivable schedules and terms, generating and issuing invoices to streamline cash flow operations.
- Accounts Payable Efficiency : Optimized accounts payable procedures by verifying and reconciling vendor invoices against purchase orders and contracts, resulting in improved operational efficiency.
- Supplier Relationship Management : Successfully maintained and strengthened supplier accounts, fostering robust, long-term partnerships through effective account management strategies.
- Collaborative Financial Closures : Played a key role in month-end closing procedures in collaboration with senior accounting staff, contributing to the punctual and accurate delivery of financial reports.
- Payroll Administration Support : Assisted in payroll processing by accurately reviewing timesheets, calculating paychecks, and administering deductions for taxes and benefits, ensuring compliance and employee satisfaction.
- Financial Statement Preparation : Supported the preparation of monthly financial statements, ensuring comprehensive and timely financial reporting to stakeholders.
Census & Statistics Department
Interpreter
07.2020 - 08.2020
Job overview
- Data Collection & Analysis : Led the acquisition of statistical data through comprehensive field visits and strategic telephone interviews, ensuring the collection of accurate and reliable information.
- Case Management : Diligently followed up on self-enumerated cases via telephone to verify data integrity and completeness, enhancing the overall quality of statistical reporting.
- Customer Service & Communication : Handled a wide range of telephone inquiries and efficiently managed appointment requests, demonstrating exceptional communication skills and a strong customer service orientation.
- Translation & Cultural Competence : Provided essential translation services for ethnic minority populations, facilitating effective communication and data collection, and demonstrating a commitment to inclusivity and cultural sensitivity.
JSL Ltd Company
Passenger Service Assistant
07.2019 - 08.2019
Job overview
- Passenger Support & Enquiry Resolution : Provided comprehensive assistance to passengers with inquiries within both restricted and unrestricted areas of the airport, ensuring a seamless and positive travel experience.
- Customer Service Excellence : Delivered outstanding customer service by proactively addressing passenger needs, demonstrating empathy, and maintaining high service standards.
- Queue Management & APM Assistance : Effectively managed queues and provided platform assistance for the Automated People Mover (APM) system, optimizing passenger flow and enhancing safety and efficiency in airport operations.
- Language & Communication Facilitation : Utilized multilingual abilities to facilitate effective communication between airline staff and non-English speaking passengers, ensuring clear understanding and support throughout the travel process.
Education
The Hang Seng University of Hong Kong Shatin, NST
BBA from Marketing
05.2024
University Overview
Mentee and Mentorship Program | 2022 - 2024
- Leadership & Development : Engaged actively in a mentorship program, serving both as a mentee and mentor, to foster personal and professional growth. Guided peers through academic challenges and career decision-making processes, while also benefiting from the wisdom and experience of senior mentors.
- Skill Enhancement : Developed and honed leadership, communication, and interpersonal skills through regular interactions and feedback sessions, contributing to a supportive learning environment.
Ethnic Minority Team Member | 2022 - 2024
- Diversity & Inclusion Advocacy : Represented the interests and perspectives of ethnic minorities within the organization, advocating for inclusivity and cultural competence among peers.
- Community Engagement : Participated in organizing and facilitating events and discussions that promoted cultural awareness and understanding, fostering a sense of community and belonging.
Skills
- Cross-cultural sensitivity
- Customer Service
- Collaboration and Teamwork
- Computer Skills
- Payment Processing
- Inventory Monitoring
- Basic accounting
- Problem-solving skills
- Time Management
- Hospitality services
- Bank Reconciliation
- Payroll Processing
- Training and mentoring
Activities
Activities
- JA Company Program
- DIY Jewelry
- Certificate of Achievement - Leadership
Hobbies and Interests
Hobbies and Interests
- Fitness
- Photo & videography
- New innovations - Technology
Certification
- Email Marketing Certified by HubSpot (Dec 03 2023 - Jan 01 2026)
- Inbound Marketing Certified Licensed by: HubSpot (Dec 03 2023 - Jan 01 2026)
Languages
English, Punjabi, Hindi
Native language
Chinese (Cantonese)
Upper intermediate
B2
Chinese (Mandarin)
Elementary
A2
Timeline
Guest Service Officer
Plaza Premium Group
07.2023 - Current
Customer Service Ambassador
HSBC
11.2022 - 07.2023
Green Bond & Silver Bond Helper
Standard Charted Bank
04.2022 - 08.2022
Interpreter
Census & Statistics Department
07.2020 - 08.2020
Passenger Service Assistant
JSL Ltd Company
07.2019 - 08.2019
Junior Accountant, Sales Assistance
Teleplus GSM Ltd Co.
04.2019 - 07.2021
The Hang Seng University of Hong Kong
BBA from Marketing
- Email Marketing Certified by HubSpot (Dec 03 2023 - Jan 01 2026)
- Inbound Marketing Certified Licensed by: HubSpot (Dec 03 2023 - Jan 01 2026)
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