> Be responsible for the integrity and accuracy of products’ information selling in B2C platforms. Load, maintain and update products’ information, including content, photos, descriptions, pricing, etc.> Act as account manager (POC) for Chinese marketplaces and Ecommerce platforms/partners such as Trip.com and Meituan Dianping on product loading, maintenance and booking inquires.> Translate and proofread all attractions products from English to Chinese.> Handle Customer inquires from both B2B & B2C via emails, chats, calls, WhatsApp, WeChat and Slack.> API testing and feedback to Tech department.> On-board, train and support operators of attractions, tours and activities using BMG systems

> Headed the Asia-Pacific Acquired Inventory Project, implemented many new processes to help the department accurately loaded tens of the thousands of acquired inventories for sale for APAC regions yearly> Chaired the team in a translation project of 234 Resorts' Profile into Simplified Chinese for the organisation's Chinese website in 2019> Developed the Monthly and Yearly Departmental KPI Dashboard for the Director to present in SLT meetings> Composed and streamlined more than hundreds of department’s Standard Operational Procedures across APAC regions and multiple product lines> Trained and mentored new employees during the onboarding process for both departmental and Call Centre Greenhouse> Attained the Count On Me award in 2019 in recognition of outstanding service and support given to the organisation> Recognised as the Top Level Key Contributor for seven years consecutively > Administered the database & system maintenance daily, accurately maintained the resorts' profile including content, photos, descriptions, pricing, etc. in all systems and platforms> Built and sustained excellent relationships with all internal & external customers and oversaw all inquiries from the members and affiliates via multiple channels with high service standard and achieve Service Level Agreement> Led and facilitated different tasks based on functionality> Successfully promoted to Senior Specialist as a result of countless initiatives in leading several projects, assignments and teams in 2018 and 2019

> Successfully ensured accuracy in documentations, quotations and invoicing at all times> Consistently handled customer enquiries effectively> Managed daily administration work and maintained the customer database> Liaised and co-ordinated with freight stakeholders such as forwarders, customers and vendors

> Consultated members on leisure travel and accommodation worldwide via telephone conversations> Consistently provided excellent customer service and service recovery> Daily administration work include accommodation booking, membership enrollment & promotion, payment collection

> Headed the team located at the Singapore Press Holdings (SPH) building branch and managed store products, service and, successfully maximising the sales and achieved the monthly revenue targets> Monitored products’ movement, replenishment and ordering on a daily basis> Oversaw all customer service related issues and provided service recovery wherever necessary> Trained and mentored new employees during the On-the-Job Training (OJT)

> Trained and mentored the Front Office Department during Hotel pre-event and soft opening launch> Supervised the On-the-Job Training (OJT) Team and ensured all staff are properly briefed and trained on the operational procedures and policies > Headed all activities on the Executive Floor, including but not limited to escorting and check-in of VIP guests, provided attention to guests from their arrival through their departure

> Facilitated the Floor Manager in supervising daily operations on the Executive Floor and ensured a consistent high standard of service> Responsible for escorting and check-in of VIP guests and 'Golden Circle' Members , paying prompt attention to guests from their arrival through to their departure > Awarded membership to the Hotel's 'Premier Club' and 'Customer Delight Team' in recognition by hotel management for providing excellent service