Spearheaded a major overhaul of the Service Team with improvement measures like:- the introduction of the “Expected Performance Guidelines for Service Technicians”; - the design of individual KPIs with measurable metrics; - full adoption of software to modernize work coordination;- a rationalized service fee structure based on job location and equipment type; & - the launch of “Service Membership” as the answer to the overwhelming demand for regular maintenance and repair service package.Scheduled service requests in under 15 minutes for over 20,000 customers across the GTA during regular office hours. Job assignments were dispatched strategically for 4 Service Technicians to optimize the available manpower as well as to contain the operating expenses in gas and unnecessary strains on the Company’s resources. Kept the customers informed proactively on the repair status and explained technical matters in layman’s terms for easy understanding.Pre-empted issues before they became problems, and resolved complaints diplomatically without the need for unnecessary escalation.Chaired regular meetings with the Service Technicians to foster mutual understanding, acknowledge achievements, and motivate career-enriching growth. Collaborated with the entire Company to deliver top-class customer care for relationship building. KEY ACHIEVEMENTS:• Built the legacy of a highly effective customer relationship-driven Service Team as evidenced by over 1,100 positive reviews earned over the tenure and constantly achieved at least 4.8 stars in Google Review & 97% HomeStars Score, respectively. • Drove the Team's annual revenue growth to constantly exceed 20% in average ticket price over the past few years amid and after the COVID-19 pandemic.• Contributed an annual turnover of at least $32,000 individually as a manager in the back office through the success to secure new and recurring Service Membership subscriptions since its maiden launch in Oct 2020.

Established and nurtured customer relationships as an ambassador of Volvo with a view to winning sales and service business opportunities.Provided exceptional service by making every effort to address enquiries and concerns professionally and to recommend value-added services to foster the customers’ positive experiences.Served as a bridge between the customers and the Technicians/Service Manager to ensure the customers’ concerns were correctly conveyed to the service experts’ attention; and subsequently to deliver the repair recommendations to the customers for their understanding and consideration.Prioritized incoming vehicles at the Drive-Through to the Service Centre and pacified resentful customers at the lineup during peak hours by managing their wait time expectations. Whenever possible, proactively assisted the Lot Attendants to expedite the completion of the vehicle check-in procedure. Participated in off-site product and skills training to familiarize with all new products and service standards.KEY ACHIEVEMENT:• Attained the competence on the basic car mechanics after a short training spell to address common symptoms in simple terms for about 10 customers daily, achieved an average monthly turnover of $30,000 with over 90% individual customer satisfaction rating.

Founding manager of the “Business Planning Team” in 2012, mandated to collect and analyze the leasing data and to benchmark against prevailing market information to improve performance (rental revenues and tenant mix) as well as to identify and prevent “unusual transactions” from the then 7 commercial developments in China and several others in Hong Kong.Managed 2 Business Analysts to develop analytical tools focusing on dominant parameters (e.g. comparable mall sales growth, per square meter productivity, the profitability of operations by geographical areas) to facilitate the top management’s business performance evaluation and to streamline their decision making.Maintained frequent dialogues with different teams to set out agreed tasks and data submission deadlines.Advised the Project Planning Department on market positioning, development mix, and other key design details of all the new projects during their respective planning stage from marketing and leasing perspectives.KEY ACHIEVEMENTS:• Led a successful campaign to streamline the performance of the Leasing & Management Department by standardizing report templates and optimizing internal report lines.• Advocated the groundbreaking conversion of the upper 19 floors of a 67-storey office tower into “Conrad Shenyang”, the Company’s first luxury hotel in China (opened in September 2019), to strategically realize the full potential of this iconic mixed-use commercial complex as the undisputed market leader.

Oversaw the development of the various project planning strategies for 7 residential, retail, and columbarium developments, respectively, by undertaking a leadership role in collaboration with different professional consultants engaged to assess the feasibility of the new project initiatives.Prepared regular status report to the top management with pragmatic recommendations covering budget, supply-demand analysis, risk review, approach strategy, development program, and potential partner profile; and actively communicated business development progress directly with the Chairman and different peer groups to derive consensus and support.KEY ACHIEVEMENT:• Made a tactically timed submission of an optimized development alternative to the Hong Kong Government at the Company’s prime harbor-front site to support both the then newly completed international cruise terminal directly across the harbor and the planned public waterfront promenade abutting the site’s northern boundary to effectively end the dormancy of over a decade concerning the conformity of an approved industrial development at the site, and laid the foundation for the statutory planning approval granted in February 2019.

Proposed different marketing strategies for 3 residential developments in the United Arab Emirates (UAE) and a commercial project in China based on each of their respective features and target customer profiles. Created a strong brand identity and broadened the Company’s outreach in the UAE through the design of a website with contents to give the Company a greater public appeal, and to represent the Company to attend overseas real estate exhibitions. Monitored the changing market circumstances and recommended viable marketing strategies to support the management’s decision making and/or to contain risk exposure.KEY ACHIEVEMENT:• Succeeded in persuading the UAE Government and the master developer to agree to a total land price reduction of about $22.6 million for the three plots the Company held in the Emirates, and to realign project delivery schedule by mutual consent upon persevering with the negotiation for over a year.

Managed a team of two research professionals and led the entire research function of the Firm’s Hong Kong branch to provide market intelligence support to over 220 brokers through the production of property market publications covering the office, residential, retail, and industrial sectors, respectively. Pursued business development opportunities and CRM initiatives by providing customized market analyses to foster partnerships with various stakeholders. Oversaw the overall preparation, and in collaboration with the Corporate Communications Team, for the Firm’s bi-annual press conferences on Hong Kong property market performance and engaged as one of the panel speakers to present before journalists from over 20 different regional and local media.Advocated succession planning by pioneering a strategic research focus group comprised of prospects nominated by various business line leaders to explore any ideas on how the existing research deliverables could be enhanced to accommodate different needs. This platform was also a means to encourage collaboration and experience-sharing for the professional development of those talented junior staff members. Coached the Team to improve service standards by recognizing achievements openly and giving constructive feedback on underperformance privately. Initiated and closely monitored the progress of the business plan to optimize the operation with a view to managing the Team's expenditure effectively and within the assigned budget.KEY ACHIEVEMENTS:• Earned recognition from renowned international and local mass media like Bloomberg, TVB News, and South China Morning Post as a guru to comment on the prevailing Hong Kong property market topics, and was invited as a speaker on Hong Kong luxury residential market opportunities in "SMART Investment & International Property Expo" in 2008. • Promoted from Assistant Manager to Associate Director leading the Hong Kong Research Team in only two and a half years' time.

Contributed to the tailor-made marketing plans for international developers to market their luxury residential projects in Hong Kong with a view to maximizing the net profit.Assisted in creating and promoting brand identity through different planned publicity and launch activities, followed by providing responsive transaction management services for various luxury residential projects including Park Hyatt Residences in Beijing, Gending Kedis in Bali, Parkview Eclat in Singapore, Residence 8 in Shanghai, and Tianjin Centre Residences in Tianjin, respectively. Coordinated the international project marketing activities in Hong Kong and worked closely with the UK and Asia Pacific Residential Project Marketing Group.Identified feasible property investment opportunities across Asia for high net-worth individuals and institutional clients and formulated effective solutions from selection, acquisition to divestment.KEY ACHIEVEMENTS:• Achieved an exceptional individual turnover of $8.6M in a 2-day exhibition of Residence 8 in Shanghai and won recognitions from the developer, Shanghai Apartments (Mauritius) Company, and the purchasers for delivering attentive after-sales services. • Assumed key editing responsibilities for several editions of the popular “Privilege” magazine, the team leader's brainchild that attracted considerable subscriptions from many luxury residential market players across Asia.

Pursued to represent institutional clients to acquire and/or dispose of investment-grade assets in the Greater China Region and other emerging markets through the prudent evaluation of opportunities against the preset criteria and specific market characteristics to deliver the winning solutions.

Coordinated and completed the exclusive asset divestment and transaction management exercise for Malaysia Airlines involving a portfolio of commercial and residential properties of about 103,865 sq ft in total gross floor area across nine cities worldwide.Benchmarked capital growth opportunities against cost of debt, return, risk, and other considerations to advise the clients on which prospects that they should put their focus on and to develop optimal investment strategies thereafter.Provided data-based and objective research inputs and comparable to help the clients make informed investment and real estate decisions.KEY ACHIEVEMENTS:• Exceeded the overall revenue target of Malaysia Airlines in their asset divestment exercise through the skillful utilization of CB Richard Ellis’s strategic international property investment network as well as a careful and sensitive coordination – an exemplary globally integrated solution. • Elected to attend the “Taipan – The Making of Asian Giants” Conference held in Kuala Lumpur, Malaysia, in May 2007.• Secured close working relationships with Malaysia Airlines, Citigroup, Goldman Sachs, HSBC, Electra, and Nations Academy.

Prepared quarterly research publications on the luxury residential and industrial markets of Hong Kong and other ad hoc market study reports (e.g. an Annual Report specifically on Serviced Apartments, the first of its kind in Hong Kong). Maintained the accuracy of existing research databases and developed new ones as required so as to make flawless contributions to the Firm's Global, Asia Pacific and Greater China Region research coverage. Delivered tailor-made presentations and conducted in-depth workshop sessions to corporate and international clients on various real estate topics. Ghostwrote real estate articles and feature analysis reports on behalf of different business line leaders for publication in newspapers and financial magazines. Handled enquiries from all clients, including the institutional players, the mass media and the internal departments.KEY ACHIEVEMENT:• Won the CB Richard Ellis Asia and Hong Kong Circle of Excellence (Research) of the Year in 2005 for making remarkable improvements in the research service quality.

Developed a tourism master plan for the rural Sai Kung town with the strategic integration of the Company’s three core properties including a 40-room hotel of 25,000 sq ft, a multi-storey carpark cum retail mall of 265,800 sq ft, and a sea-side commercial complex of 15,290 sq ft, respectively.Conducted initial feasibility study on new development ideas with a view to recommending optimal strategies to maximize the business potentials of the Company's assets, resulting in the establishment of "Urban Marine Ltd.", a joint venture with an established vessel company targeting to run a local pleasure cruise operation along several planned routes from the Company's sea-side property as the home terminal. Managed the daily operation of the Company’s multi-storey carpark cum retail complex.Liaised with the Government and various stakeholders concerning different issues of Sai Kung as a genuine tourist destination in the making.

Oversaw the implementation and enforcement of the Environmental Impact Assessment Ordinance by reviewing and vetting statutory submissions with professional due diligence.Controlled the environmental impacts of projects by monitoring their environmental performance, ensuring the implementation of all the required mitigation measures, and investigating any non-compliance incidents. Assessed the environmental acceptability of the strategic planning and feasibility studies for major infrastructural and housing projects and established partnership with the project proponents and other stakeholders in promoting effective environmental management practices.Provided environmental inputs on town planning and land matters with a view to facilitating relevant authorities to make their respective decisions.Prepared briefing notes for the senior management to attend meetings and handled enquiries from the Legislative Council, the District Council, and the public.

Customized financial planning proposals for the customers by leveraging the Bank's various financial tools (primarily the insurance products) to address their medium-to-long-term needs.

Prepared Master Layout Plans for development projects in China's Yantian and Beijing, respectively.

Handled several small local development projects that had been in progress actively.Contributed to the marketing effort of the proprietary Intelligent Transportation System as a viable solution to overcome the limitation of GPS found in Hong Kong's dense skyscrapers-dominated cityscape.

Prepared town planning application submissions with inputs from the partnering consultants and oversaw the progress.Participated in assessing the environmental impacts of the planning proposals.Researched on prevailing town planning and land development matters for database update.Summarized the decisions of the Town Planning Appeal Board for publication.

Performed off-site property management duties in a supervisory role for several high-end residential developments and an industrial building.Handled complaints and undertook prompt follow-up actions to foster quality customer service experience.