Hong Kong, Hong Kong SAR
Bilingual customer experience professional with over 10 years of experience in contact centre operations and quality assurance across the travel, lifestyle, and tech sectors.
◆Conducted monthly service evaluations and coaching sessions across phone, chat, and email channels to identify performance gaps and ensure alignment with client’s standards. ◆Partnered with service delivery team leaders and training teams to translate audit findings into targeted coaching plans and corrective actions, directly improving individual and team service metrics. ◆Investigated customer complaints and compliments to identify root causes, driving improvements that enhanced the end-to-end service experience and ensured timely resolution. ◆Analyzed customer feedback and operational data to uncover friction points in the customer journey, presenting actionable insights that informed process improvements and training content. ◆Collaborated with operation and training departments to pilot and implement updates to service workflows, ensuring operational readiness and alignment with client’s values.
◆Delivered high-touch, personalized service to luxury clientele across voice and non-voice channels, building strong relationships and ensuring a premium customer experience. ◆Assessed complex travel and lifestyle requests to provide innovative, resourceful solutions, demonstrating a deep understanding of customer needs and operational standards. ◆Served as the first line of defense in identifying service gaps, consistently documenting customer pain points and escalating insights to leadership to inform quality improvements.
◆Planned, organized, and managed employee programs for 10+ clients, ensuring successful execution within scheduled timelines and allocated budgets. ◆Fostered strong working relationships with clients, enhancing staff satisfaction and retention by addressing concerns, providing proactive support, and identifying opportunities for improvement. ◆Collaborated with clients, internal teams, and vendors to ensure effective coordination and timely execution of campaigns, resulting in successful and on-time launches.
Company financial issues led to this position's termination.
◆Fully operated, set up and maintained coordination of Blueground properties (furnishings, supplies, services, etc.) according to brand style and guidelines. ◆Drove down operational costs and constantly improved processes while upholding Blueground's quality standards. ◆Liaised, managed, and negotiated with contractors, vendors, and external business partners to ensure that our guests enjoy high standards of the client experience. ◆Performed unit viewings, check-in and check-out inspections before and after every guest stay to ensure that the unit meets business standards. ◆Partnered with cross-functional support teams to improve the efficiency and effectiveness of guest experience services. ◆Supervised and inspected different types of work in the field (installation, cleaning, maintenance and repairs, furniture deliveries)
◆Operated and undertook duties related to the admission and discharge of persons staying in the Community Isolation Facilities. ◆Coordinated and communicated with relevant parties to facilitate their stay according to government policies.