Jessica Chen Email & Phone Number

Vernon, British Columbia, Canada

Oversaw the administration, data entry and night front desk responsibilities of 3 resort properties and 11 vacation homes at SilverStar Mountain Resort as a part of their seasonal staff (seasonal contract).• Compiled and organised daily record sheets, guest accounts, and receipts to prepare and complete hotel operating reports.• Maintained room inventory and guest balances while checking and correcting work from front desk agents.• Answered enquiries by email, telephone and in person to provide resort information and resolve guest complaints.• Ensured guest and hotel safety by leading emergency procedures and performing security checks

Hokkaido, Japan

Taught English as an Assistant Language Teacher as a part of the competitive JET Programme, a Japanese government initiative to promote cultural exchange. • Worked across four schools in collaboration with co-teachers to plan and create lesson activities and materials • Planned and organised curriculum for the Kindergarten and Elementary School and led language classes• Supervised and ran two weekly after-school English Clubs to foster language skills and interest in English• Supervised triannual national English examinations while assisting in grading and proof-reading work • Integrated cultural knowledge to promote intercultural exchange and awareness in students

Brisbane, Queensland, Australia

• Practised flexible problem-solving and trouble-shooting to solve banking issues, complaints and queries• Maintained extensive knowledge of banking processes, products and services (online and offline) to assist customers and make effective recommendations while working towards KPIs• Collaborated and communicated effectively with colleagues from multiple, separate departments• Provided exceptional customer service that created value and trust in the institution while working to protect customer privacy and account security• Proficient in contact centre headset system (Avaya) and banking systems (Verified by Visa and RSA SecurID)

Brisbane, Queensland, Australia

• Ensured the smooth operation of the store throughout the day including: opening and closing tasks, balancing the float, preparing profit for banking and keeping meticulous notes on store operations• Maintained an extensive knowledge of products to make effective recommendations• Consistently worked toward store key performance indicators, communicated with and co-operated with my peers to provide excellent service and maintained visual displays in the store and executed cash handlings and Point-Of-Sale operations

Orlando, Florida, United States

• Acted as the initial point of contact for guests and facilitated check-in upon arrival• Maintained extensive knowledge of the Disney World property and its offerings to answer guest queries• Guided guests to their table while contributing towards the guest experience by utilising themed language• Managed bar operations and the dining room by communicating with peers and multitasking effectively• Worked toward KPIs, maintained visual displays in the store, executed cash handlings and Point-Of-Sale operations and adapted quickly to rotating store locations• Recognised 19 times for demonstrating excellent guest service with “Four Key Card” awards from multiple leadership teams

Brisbane, Queensland, Australia

• Responsible for training, assisting, monitoring and managing the shifts and breaks of my team members • Addressed customer queries escalated to me by my team members and managed up to ten registers at a time by monitoring the float balances and performing cash-out procedures • Assisted my team in general duties such as greeting and serving guests and operating the cash register in high pressure environments

Brisbane, Queensland, Australia

• Completed senior duties such as balancing the float, preparing the profit for banking, completing regular stocktakes, ensuring smooth store operations, training and supporting team members and making roster alterations• Performed general operations such as preparing meals, operating the register and interacting with guests

Brisbane, Queensland, Australia

• Greeted and assisted guests with account queries, invoicing, payments and order inquiries while managing frequent calls on multiple lines and emails• Input and maintained accurate company ledgers, data entry and filing for all orders and expenses• Prioritised responsibilities and multitasked to successfully meet deadlines for multiple projects• Received, organised and distributed all incoming mail and correspondence while being entrusted to complete errands to deliver and collect packages, files and contracts from partners and clients• Maintained the professional standards of the office space through general organisation and cleaning

Master Of Applied Linguistics

Graduate Certificate In Applied Linguistics, 6.75

Celta Certificate, Teaching English As A Second Or Foreign Language

An intensive ESL training course designed by Cambridge University. It includes 120 hours of class time and 6 hours of teaching practicum.

Bachelor Of Arts - Ba, Japanese Language And English Literature, 5.28

The Study In Kyoto Program, Japanese Language And Culture

Activities and Societies: Study in Kyoto Program Student RepresentativeA year-long study abroad program focusing on Japanese Language.

Winter Abroad In Yonsei Program, Korean Language

A summer semester study abroad program focusing on the Korean language. Electives were also taken in Psychology.