Zoe Yim
Summary
Experienced Customer Care Executive brings 8+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs and maintain customer loyalty. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
14
14
years of professional experience
10
10
years of post-secondary education
Work History
Customer Care Executive
Cathay Pacific Airways
10.2018 - Current
- Work under Diamond member team (Premium Member)
- Responsible for handling special cases, such as small claims, consumer councils, and legal cases
- Work closely with other departments within company to ensure proper handling of customer issues
- Analyse and report complaint trends to identify potential areas of improvement
- Assist on training/job shadowing new joiners
- Yellow belt- Template review.
Brand ambassador
Ovolo Hotel
08.2018 - 10.2018
- Assist with front office day-to-day operations
- Liaise with other teams to ensure that facilities and hotel rooms are fully furnished to accommodate guests' needs
- Update reports and internal records daily to ensure smooth operation
- Encourage customers to join the loyalty program
- Gather customer feedback and share it with themanagement team.
Clerk (Cruise department)
Lotus Tour Ltd, Hong Kong
04.2018 - 05.2018
- Assist with analyzing customer data
- Sort and distribute emails and documents to different departments.
Front Office Team Member
Accor Hotels Group- Ibis Hotel (Sheffield), United Kingdom
10.2016 - 10.2017
- Responsible for front desk operations
- Assist with data analysis of the customer loyalty program
- Monitor the corporate loyalty program and share customers' insights with the head office.
University ambassador and Enrolment team member
Sheffield Hallam University, United Kingdom
09.2015 - 12.2015
- Handle internal reports for the enrollment office of the university
- Enroll students in the university
- Show new students around the campus and the city.
Customer Service Representative
Travelzen.com, Hong Kong
02.2011 - 06.2013
- Credit card risk management
- Handle bookings and transactions
- Share monthly updates with the head office.
Marketing Executive
BestHotelOnline.com, Hong Kong
09.2012 - 11.2012
- Design promotional plans and build customer loyalty through regular meet-ups
- Analyze their spending patterns and share their comments with the Company.
Merchandise Host 2
Hong Kong Disneyland, Hong Kong
06.2010 - 10.2010
- Direct customers to the places they want to go
- Handle transactions, stock inventory, and count inventory.
Education
MSc International Hospitality and Tourism Management -
Sheffield Hallam University
United Kingdom 09.2014 - 05.2016
BSc International Hospitality and Tourism Business Management -
Sheffield Hallam University
United Kingdom 09.2013 - 05.2014
Higher Diploma in Travel and Tourism -
Hong Kong Institute of Vocational Education
Hong Kong 09.2009 - 05.2013
Hong Kong Certificate of Education Exam -
Immaculate Heart of Mary College
Hong Kong 09.2005 - 05.2009
Skills
Interpersonal skills
Problem-solving
Communication
Loyalty building
Professional writing
Complaint handling
Data analysis
Customer Support
Complaint Handling
Otherqualifications
Certificate in Big Data Analytics with Excel and Power BI (In progress and will be completed in June 2024)
Timeline
Customer Care Executive
Cathay Pacific Airways
10.2018 - Current
Brand ambassador
Ovolo Hotel
08.2018 - 10.2018
Clerk (Cruise department)
Lotus Tour Ltd, Hong Kong
04.2018 - 05.2018
Front Office Team Member
Accor Hotels Group- Ibis Hotel (Sheffield), United Kingdom
10.2016 - 10.2017
University ambassador and Enrolment team member
Sheffield Hallam University, United Kingdom
09.2015 - 12.2015
MSc International Hospitality and Tourism Management -
Sheffield Hallam University
09.2014 - 05.2016
BSc International Hospitality and Tourism Business Management -
Sheffield Hallam University
09.2013 - 05.2014
Marketing Executive
BestHotelOnline.com, Hong Kong
09.2012 - 11.2012
Customer Service Representative
Travelzen.com, Hong Kong
02.2011 - 06.2013
Merchandise Host 2
Hong Kong Disneyland, Hong Kong
06.2010 - 10.2010
Higher Diploma in Travel and Tourism -
Hong Kong Institute of Vocational Education
09.2009 - 05.2013
Hong Kong Certificate of Education Exam -
Immaculate Heart of Mary College
09.2005 - 05.2009
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