Tiffanie Leung
Lifestyle Relationship Management
Hong Kkong
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
AVP - Lifestyle Relationship Management
Citibank
08.2017 - Current
- Enhanced team productivity by providing training and mentorship to junior staff members.
- Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
- Helped VPs add value and growth to new card onboarding and cross sales volume.
- Managed projects efficiently, ensuring timely delivery and high-quality results.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Improved customer satisfaction by streamlining processes and implementing new strategies.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.
Senior Lifestyle Relationship Manager
Citibank
11.2014 - 08.2017
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Strengthened client relationships by actively listening to their needs and providing tailored lifestyle and travel solutions.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Associate Director of Events
Grand Hyatt Hong Kong
02.2010 - 11.2014
- Assisted senior leadership in managing all aspects of operations.
- Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Tracked key business metrics and made recommendations for proactive adjustments to policies and procedures.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Developed competitive pricing strategies based on extensive market research data analysis.
- Established team priorities, maintained schedules and monitored performance.
Education
Bachelor of Arts - Hospitality And Catering Management
Polytechnic University
Hong Kong 04.2001 -
Skills
Relationship Building
Operations Oversight
Problem-Solving
Analytical Thinking
Team Leadership
Customer Service
Sales Strategies
Teamwork and Collaboration
Program Management
Timeline
AVP - Lifestyle Relationship Management
Citibank
08.2017 - Current
Senior Lifestyle Relationship Manager
Citibank
11.2014 - 08.2017
Associate Director of Events
Grand Hyatt Hong Kong
02.2010 - 11.2014
Bachelor of Arts - Hospitality And Catering Management
Polytechnic University
04.2001 -