Ke Yao Chou
Vancouver,Canada
Summary
I hold an MBA from University Canada West and bring a strong background in customer service, communication, and organizational skills. My experience includes managing complex travel arrangements, addressing passenger inquiries with care, and ensuring a seamless and comfortable experience for customers. I excel at working in fast-paced environments, collaborating with diverse teams, and handling multiple responsibilities with attention to detail. Proficient in problem-solving and maintaining professionalism under pressure, I am dedicated to ensuring safety, comfort, and satisfaction for every passenger. With a passion for creating positive experiences, I am eager to contribute to the success and reputation of the airline.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Passenger Sales & Service Agent
China Airlines
08.2024 - Current
- Managed the SD mailbox, responded to customer inquiries, and maintained detailed records for ticket changes.
- Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
- Maintained accurate records of ticket transactions, inquiries, and special requests in internal systems.
- Handled telex communications, compiled documents, and coordinated resolutions for QTQ and QCICE cases.
- Organized travel arrangements for unaccompanied minors and special assistance passengers, ensuring smooth communication with guardians and teams.
- Participated in regular meetings to discuss performance metrics, identify areas for improvement, and develop strategies to achieve goals.
Client Advisor
Armani
12.2023 - 06.2024
- Shared product knowledge and sales techniques with new team members, aiding in their development and the overall team's success
- Assisted customers with sales and service needs
- Provided management with customer preferences and market trends to help build the brand's products
- Strengthened client relationships through regular communication and proactive follow-up on inquiries.
- Enhanced client satisfaction by providing personalized advice and tailored product recommendations.
Customer Service
Shianmu Shabu Shabu
12.2019 - 03.2022
- Developed strong relationships with clients through exceptional customer service skills.
- Exceeded sales goals through exceptional customer service and product knowledge.
- Processed payments, entering sales in register for prompt customer service.
- Resolved issues and maintained customer service standards.
- Trained newly hired employees on routine tasks and customer service.
- Met customer service expectations through problem resolution, daily communication, and follow-up, boosting customer service scores 90%.
Education
Master of Business Administration -
University Canada West
Vancouver, BC06.2024
Bachelor of Information Management -
Chinese Culture University
Taipei, Taiwan07.2021
Skills
- Workflow management
- Service scheduling
- Call center operations
- Sales expertise
- Stress tolerance
- Conflict resolution
- Performance goals
- Complaint handling
- Team collaboration
- Patience and calmness
Certification
- Python 101 for Data Science, IBM, 03/01/24
- Certified Digital Marketing Associate, Digital Marketing Institute, 08/01/23
- Serving It Right, Responsible Service BC, 03/01/23
Languages
Chinese (Mandarin)
Native or Bilingual
English
Full Professional
Timeline
Passenger Sales & Service Agent
China Airlines
08.2024 - Current
Client Advisor
Armani
12.2023 - 06.2024
Customer Service
Shianmu Shabu Shabu
12.2019 - 03.2022
- Python 101 for Data Science, IBM, 03/01/24
- Certified Digital Marketing Associate, Digital Marketing Institute, 08/01/23
- Serving It Right, Responsible Service BC, 03/01/23
Master of Business Administration -
University Canada West
Bachelor of Information Management -
Chinese Culture University
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