Chung Hin David Law

• Supervised and trained customer service staff to ensure excellent customer service delivery.
• Provided guidance and support to junior customer service representatives, including coaching and mentoring.
• Developed and implemented departmental policies and procedures for efficient operations.
• Monitored daily performance of team members to ensure compliance with company standards.
• Analyzed customer feedback data to develop strategies for improving service levels.
• Conducted weekly meetings with team members to discuss goals and objectives.
• Maintained comprehensive records of employee attendance, performance reviews, and disciplinary actions taken.
• Identified training needs among staff members and provided appropriate coaching sessions.
• Provided feedback on employee performance based on observed results during training sessions.
• Conducted onboarding sessions to orientate new staff members about company policies and procedures.

• Performing Flight Control Duties

- Daily pre-flight editing

- Real-time flight monitoring

- Post-flight documentation

• Acting Customer Services Supervisor when needed

- Leading my team to perform flight check-in, boarding and arrival procedure

- Handled customer inquiries and complaints in a professional manner

- Ensure compliance with company policies and regulations related to customer service operations

• Provide check-in and boarding service
• Perform duty at arrival and departure area, assist passengers before they board and after they land
• Maintain a high level of customer satisfaction by providing accurate and helpful responses

• Performing Daily Flight Movement
• Prepare aircraft towing plan and parking bay assignment
• Monitor the company's daily operation to ensure sufficient manpower deploying
• Negotiate with concerned departments to minimize the chance of flight distribution to achieve OTP

• Manning arrival and departure gate for Cathay Dragon, Fiji Airways, Asiana Airlines, Royal Nepal Airlines
• Leading my team to perform flight boarding and arrival procedure
• Handling escalated customer inquiries and complaints
• Conduct regular staff training sessions on customer service policies and best practices