- Translated company strategy into daily operations for customer service, enhancing service delivery across Hong Kong and the APAC region. - Processed orders, exchanges, returns, and warranty claims using Salesforce, ensuring all inquiries were addressed within 24 hours so that increasing customer satisfaction ratings, and reducing return rates. - Collaborated closely with cross-functional teams (B2C and B2B customer service, customer experience) to identify and implement targeted solutions for recurring customer interaction challenges.- Managed daily operations alongside the team, fostering a synergistic work structure to effectively address everyday challenges, including processes, communication, and IT infrastructure.- Collaboration Tools by using Slack, Microsoft Teams that facilitated communication and collaboration with cross-functional teams

Manage the daily operations and deliver exceptional quality customer service to guest / patient. Develop and maintain guest relationships and obtain guests' loyalty.Provide quality front line guest relations services and diligently attend to all requests and feedback from guests to ensure highest level of patient experience.Assist in maintaining all guest databases with updated notes and insight. Partake in and run routine trainings to improve guest experience and maximize covers.Act as first point of contact for complaints, ensuring issues are properly escalated and resolved in a timely fashion.Support daily administration, logistics and coordination with 3rd parties.

Manage daily operations, including scheduling of Guest Relations Department coverage based on operational needs, assigning duty to department staff to address various VIP requests and enhance their experienceProvide quality front line guest relations services and diligently attend to all requests and feedback from guests to ensure highest level of patient experienceAct as liaison between Operational department and marketing team to set up any special VIP needsInput and maintain the VIPs database to provide a seamless experience in the future and readily cater to special requests Devised new initiatives to further enhance patient experience, such as a new and simplified hospital admission process for patients, and a new COVID19 triage station to ensure patients safetyLiaised with other business and hospitality providers to form corporate partnerships and further enhance guest experience.Developed various KPIs to analyse the department's performance, quantify growth and development, identify weaknesses, and improve overall operational efficiencyAnalysed department operations and associated costs to provide accurate budget forecasts

4+ Years of professional experience in handling aircraft ground operations and services Skilled in providing effective customer service with excellent communication skills in multilingual environmentAbility to respond to emergency situations in a quick and effective manner Highly effective in presenting information in one-on-one and small group situations to customers, clients, and other employees of the organization