Hoi Yan Chow
Markham,ON
Summary
Enthusiastic client services professional with a strong background in directly interfacing with industry customers. Proficient in products, services and consumer trends. Dependable achiever committed to holding the highest ethical standards and maintaining positive customer relationships.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Operation Officer
Airport Authority Hong Kong
Hong Kong
02.2018 - 07.2021
- Collaborated and communicated with airline partners to provide comprehensive training on the new system, optimizing our passenger flow initiative through coordinated simulations.
- Researched new technologies, processes, and best practices to enhance passenger travel experience.
- Executed innovative proof-of-concept exercises to enhance travel experience quality through cross-functional collaboration.
- Collaborated with various departments to improve efficiency and customer satisfaction.
- Successfully managed all logistics for a simulation exercise, including booking transportation, reserving food and beverages and acquiring all required permits.
- Worked closely with 80+ airline partners to improve their self-check-in system and facilitate system migration.
- Aided in the management of contracts including assisting in tender preparation and service agreement execution, overseeing budget preparation, outlook, and monitoring aging lists
Cargo Reservation Staff
EVA Air
Hong Kong
04.2015 - 02.2018
- Provided excellent service and attention to customers through professional phone conversations.
- Enhanced customer satisfaction through proficient and friendly phone service, effectively resolving issues with expertise.
- Collaborated effectively with coworkers from various international stations to achieve objectives and resolve product and service-related concerns.
- Oversaw the management of flight space for outbound journeys originating from Hong Kong and their respective connecting flights.
- Effectively managed booking inquiries and disseminated real-time flight schedules through both phone and email communication channels on a daily basis.
- Maintained updated knowledge through continuing education and advanced training.
- Communicated with clients regarding schedule changes in a professional manner.
- Demonstrated proficiency in identifying customer needs and effectively troubleshooting complex issues, utilizing advanced technical skills.
Education
Diploma - Creative Adversiting
Seneca Polytechnic
Toronto, ON04-2024
Bachelor of Science - Bachelor of Science (Hons) in Tourism Management
The Hong Kong Polytechnic University
01-2015
Skills
- Customer Relations
- Travel Planning
- Multi-Task Management
- Professional telephone demeanor
- Problem Solving
- Report Generation
- Complaint resolution
- Computer Proficiency
Languages
English
Full Professional
Cantonese
Native/ Bilingual
Mandrain
Native/ Bilingual
Certification
Completion Certificate of Project Management Professional (PMP) - Informatics Academy Pte Ltd (2020)
Timeline
Operation Officer
Airport Authority Hong Kong
02.2018 - 07.2021
Cargo Reservation Staff
EVA Air
04.2015 - 02.2018
Diploma - Creative Adversiting
Seneca Polytechnic
Bachelor of Science - Bachelor of Science (Hons) in Tourism Management
The Hong Kong Polytechnic University
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