•Oversee the office tower operations and support the Customer Experience Manager on daily operations and work issues• Lead and train 13 direct reports in the service concierge to achieve excellence with a service-centric mindset and provide work scope, guidelines, rostering• Assist with roster scheduling, resolve system errors with IT vendors and provide amenities for office tenants• Understand business units and dynamics to manage building access properly - guests, visitors, feedback, and issues via various platforms and channels• Guide the resolution of operational hiccups while driving efficiency and compliance• Collaborate with cross-functional departments to enhance tenant and visitor experience• Host customer service training to boost capability• Review SOP and enforce compliance with brand standards, policies, and proceduresKey Contributions / Career Highlights:• Acknowledged as an unsung hero to celebrate the achievement in the company newsletter• Developed and received an average of 10-30 feedback monthly through a customer feedback system, which previously didn’t exist and required visitors to send feedback manually

Customer Services & Business Administration o Provided safety and risk control duties by issuing entrance pass for visitors and tenant clients within the building; administered visitors’ personal information into the system by following the regulation and guidelineo Resolved any issues or complaints in regards with building maintenance or services through onsite support and face-to-face meeting with clients; constructed Health declaration form utilized Google form for visitorso Assisted with the senior manager to arrange the roster allocation of staffs; handled system issues whenever system error or problem by collaborating with IT vendor; prepared necessary amenities for office tenantsService Training & Education Planning/Developmento Played a pivotal role to provide training about customer service excellence by targeting new employees and junior staffs; developed training materials and ideas to advance service level & increase employee productivityo Developed a new training plan with new materials, instructions, and learning resources through a newly adopted training method such as role play by evaluating business needs, requirements and current practices

o Conducted various training and lessons on a freelance basis with various customer targets from children to adults by assessing current capacity; consulted/conducted new student interviews to provide a class that suits their levelo Planned language lesson strategy to support different learning style of individual student; introduced additional resources and assignments for students to advance their learning experience and evaluated students’ performance

o Managed VIP customer service by handling customized service with excellent customer service manner; resolved customer’s inquiries, issues and complaints in a timely manner by serving retail customers and overseas visitorso Directed the work allocation and duty record keeping for all internship students from the same university by utilizing excel spreadsheet and reported to internal management for their performance review and evaluation