In-House Reservations

• Feb 2022 - Present

Manage group & individual requests and maximise revenue from luxury travel account (AMEX, MasterCard, Virtuoso etc). Coordinate with clients' agenda for best accommodation plan; negotiating rates while maintaining client satisfaction ratings. In charge of business activities such as handling payments, perfecting policies, and managing corporate contract related disputes, etc. Manage group & individual requests and maximise revenue from luxury travel account (AMEX, MasterCard, Virtuoso etc). Coordinate with clients' agenda for best accommodation plan; negotiating rates while maintaining client satisfaction ratings. In charge of business activities such as handling payments, perfecting policies, and managing corporate contract related disputes, etc.

Sr Customer Service Specialist

• Nov 2018 - Feb 2022

- Support customer service glitch handling process, including complex and long overlooked problems in order to guarantee a positive customer experience. - Support constructing pre-sale & upsell process. - Monitor various payment processes, provide support on international payments and collaborate with external partners to guarantee proper routing. - Support dep managers / sales team to communicate target, identifying opportunities to boost revenue, and improve upsell strategies. -Create reports of issues arise in daily operation and analyse with management. - Contact preferred suppliers for group transportation, tour, and dining services on behalf of clients. Keep track of departmental budget in accordance with annual work plans - Support Event Sales department with hosting corporate meetings or other revenue boosting projects. -Share and develop help content for team to best improve Net Promoter Score. Show less

Front Office / Communication

• Mar 2017 - Oct 2018

- Ensure an all time positive customer experience with smart communication strategy. - Cultivate and maintain customer relations. - Identify area of improvements in customer service and develop support content to better operation. - Provide low friction onboarding experience for new employees with self developed onboarding content. - Improve customer service survey score and reach corporate target. - Support sales with price quotation / wholesale configurations. Show less

Operations Planner

• Apr 2014 - Jan 2016

- Assure flawless logistics operations on a daily basis. - Collaborate with Marketing department to create promotional campaign. - Investigate constructive customer feedbacks and resolve service glitches. - Assure flawless logistics operations on a daily basis. - Collaborate with Marketing department to create promotional campaign. - Investigate constructive customer feedbacks and resolve service glitches.

Finance Intern

• Oct 2010 - Apr 2011