Lai Shan Rachel Yung
Richmond
Summary
Accomplished Activity Coordinator and Customer Service Team Manager with a proven track record at S.U.C.C.E.S.S and Jardine Aviation Services, enhancing operational efficiency and resident/ passenger satisfaction. Expert in project planning and problem resolution, demonstrating strong leadership and exceptional interpersonal skills. Fluent in English, Cantonese, and Mandarin, consistently achieving goals with a friendly, positive attitude.
Overview
27
27
years of professional experience
Work History
Activity Coordinator
S.U.C.C.E.S.S.
07.2021 - Current
- To create a stimulating and varied programme of leisure activities and social event, inside and outside of the home, for senior resident to enjoy
- To motivate, encourage & participate in activities with resident
- To build and maintain good relationships with resident and their families
- To evaluate with each new resident to understand their likes/dislikes, abilities and needs to put together and individual social care plan and to review regularly
Passenger Check-in Agent
Jardine Aviation Services
10.1997 - 08.2020
- Greet passengers and provided boarding instructions
- Collected baggage charge and accept baggage for check-in
- Delivered exceptional service to every passenger through active engagement, effective listening and well-developed interpersonal skills
Passneger Services Team Manager
Jardine Avaiation Services
08.2018 - 06.2020
- Monitor daily flight operation
- Staff coaching and training
- New staff recruitment
- Handling airline and passenger complaint
- Team management
- Real time manpower deployment
- Handling flight disruptions
- Focus daily operation to account management on Singapore Airlines, Finnair, Virgin Atlantic, China Eastern Airlines and Royal Jordanian
Customer Service Team Manager
Jardine Aviation Services
09.2013 - 07.2018
- Monitor daily flight operation
- Real time manpower deployment and monitoring
- Handling flight disruption
- Team management
- Staff coaching and training
- Handling passenger complaint
Team Supervisor
Jardine Aviation Services
01.2004 - 08.2013
- Ensure smooth daily flight operation at check-in counter and boarding gate
- Handling passenger complaint
- Staff coaching
- Monitor team member's performance and customer service standard
- Handling flight discuption
Team Leader
Jardine Aviation Services
09.2000 - 12.2003
- Responsible in flight monitoring, control seat plan and catering order
- Sent telex to downline station for alert special passenger handling after flight departure
- Assist flight supervisor for the general staff management
- Handling passenger complaint
- Handling flight disruptions
- Ensure smooth check-in and boarding activities
Education
Diploma of Activity Assistant
Drake Medox College
Vancouver, BC08.2022
Certificate of Administrative And Management Skill
The Hong Kong Management Association
Hong Kong02.1994
High School
Lok Sin Tong Young Ko Hsiao Lin Secondary Schoool
Hong Kong07.1993
Skills
- Agility drills
- Stretching experience
- Strong leadership skills
- Coaching experience
- Project planning
- Problem resolution
- Excellent peoples skills and customer services
- Reliable and Trustworth
- Monitoring and organization
- Friendly, positive, attitude
- Fluent in English, Cantonese and Mandarine
Languages
English
Professional Working
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Activity Coordinator
S.U.C.C.E.S.S.
07.2021 - Current
Passneger Services Team Manager
Jardine Avaiation Services
08.2018 - 06.2020
Customer Service Team Manager
Jardine Aviation Services
09.2013 - 07.2018
Team Supervisor
Jardine Aviation Services
01.2004 - 08.2013
Team Leader
Jardine Aviation Services
09.2000 - 12.2003
Passenger Check-in Agent
Jardine Aviation Services
10.1997 - 08.2020
Diploma of Activity Assistant
Drake Medox College
Certificate of Administrative And Management Skill
The Hong Kong Management Association
High School
Lok Sin Tong Young Ko Hsiao Lin Secondary Schoool
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