Tianyue Gao
Harbin, China
Summary
Dynamic professional with a strong background in customer service and IT, previously at HNA hospitality group’s hotels. Proven ability to enhance service quality through effective problem-solving and performance tracking. Skilled in staff training and development, with a computer science foundation that drives innovative solutions. Committed to delivering exceptional results in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Assistant Property Manager
Heilongjiang Rural Credit Union
07.2023 - Current
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Coordinated with General Manager in different operational issues.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
Guest Service Manager
Sanya Tangela Hotel(HNA Hospitality Group)
08.2022 - 03.2023
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
Guest Service Manager
Sanya Airport Hotel(HNA Hospitality Group)
07.2021 - 08.2022
- Managed team of front desk staff, fostering a supportive work environment and enhancing overall performance.
- Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
- Collaborated with other departments to coordinate guest services, resulting in seamless experiences for guests.
Programmer
Sanya Always Online(defunct), Dating Site & App
08.2018 - 07.2021
- To design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
- Designed intuitive user interfaces that enhanced overall product usability and customer satisfaction levels.
- Implemented robust security measures to protect sensitive data and prevent unauthorized access.
IT Technician
Aurora Ninja, Travel Agency
01.2017 - 07.2018
- Maintained office PCs, networks and mobile devices for tour guides.
- Provided booking website technical support, resolving issues quickly without requiring onsite visits whenever possible.
Logistics Coordinator
Walmart Canada
05.2016 - 01.2017
- Collaborated with sales and customer service teams to address client concerns and expedite orders when necessary.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Operated various types of warehouse machinery safely, adhering to all relevant guidelines and protocols.
Game Designer & Programmer
Mystery Room Toronto(defunct), Escape Room
07.2015 - 01.2016
- Design and programming different stages of game puzzles.
- Improved overall game quality through rigorous bug tracking, build and testing.
- Provide on-site maintenance to enhancing player immersion during the games process.
Education
Diploma - Aircraft Maintenance Engineering
Red River College
Winnipeg, Canada01.2015
Bachelor Of Engineering - Electronic Information Engineering
Heilongjiang Institute of Science And Technology
Harbin, China07.2012
Skills
- Customer service expertise
- Staff training and development
- Computer science educational background
- Innovation and creativity
- Performance tracking
- Problem-solving
- Excellent time management skills
- Verbal and written communication to coordinate with teammates
Languages
English
Chinese (Mandarin)
Chinese (Cantonese)
Timeline
Assistant Property Manager
Heilongjiang Rural Credit Union
07.2023 - Current
Guest Service Manager
Sanya Tangela Hotel(HNA Hospitality Group)
08.2022 - 03.2023
Guest Service Manager
Sanya Airport Hotel(HNA Hospitality Group)
07.2021 - 08.2022
Programmer
Sanya Always Online(defunct), Dating Site & App
08.2018 - 07.2021
IT Technician
Aurora Ninja, Travel Agency
01.2017 - 07.2018
Logistics Coordinator
Walmart Canada
05.2016 - 01.2017
Game Designer & Programmer
Mystery Room Toronto(defunct), Escape Room
07.2015 - 01.2016
Diploma - Aircraft Maintenance Engineering
Red River College
Bachelor Of Engineering - Electronic Information Engineering
Heilongjiang Institute of Science And Technology