Nansy Suet-Ying Leung
Toronto,ON
Summary
Experienced in customer service bringing 8 years of quality performance in customer support roles. Skilled in cooperate with team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
8
8
years of professional experience
Work History
Customer Relations Executive
Singapore Airlines Limited
05.2022 - 09.2024
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information
- Successfully managed escalated cases involving complex problems requiring collaboration across multiple internal departments in order to achieve favorable outcomes
- Proactively identified opportunities for upselling or cross-selling products during regular engagements with customers, contributing to revenue growth
- Initiate case investigations with the concerned departments to address customer feedback
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally
Member Service Executive
RCL Worldwide Limited, Royal Caribbean Group
11.2021 - 05.2022
- Handle inbound and outbound phone calls from VIP guests, and answer general and specific questions regarding groups, shipboard product offerings, programs, and reservation policies
- Capture, update and maintain the Database with accurate member information to ensure appropriate recognition on future sailings
- Supervise all aspects of VIP reservations, including cabin blockage arrangement, dining assignments, payment procedure, other related activities to ensure the passenger is prepared to sail
- Responsible for compiling and managing team meetings, minutes
Customer Services Officer
IDP Education Limited
05.2021 - 10.2021
- Contact new and existing customers in alignment to IDP campaigns, events, lead generation, appointment setting and general customer service tasks
- Monitor and respond to social channels answering queries IDP and its services
- Nurture existing leads through ongoing outbound calling campaign to maintain effective relationships between our customers and IDP
- Maintain the accuracy of IDP's CRM including updating all customer details where possible
Customer Service Officer
Evolution Wellness Holdings Pte. LTD. - Fitness First Hong Kong
06.2020 - 05.2021
- Provided customer services and front desk services
- Handling member enquiries and complaints through phone and email
- Performed general office duties and coordination with internal officers
- Operate computer software and perform administrative duties
Passenger Service Officer II
Jardine Airport Service, LTD.
09.2018 - 04.2020
- Handling passenger feedbacks and complaints regarding flight boarding procedure in both verbal and written forms
- Instructed over 400 hours on-job-training for new join colleagues
- Proofed flight logs and entered 100% accurate information into computer system with special commanding
- Achieved the highest percentage of on time departure within 30-45 minutes of an aircraft turnaround time
Passenger Service Agent
Jardine Airport Service, LTD.
09.2016 - 08.2018
- Provided customer assistance : answering questions and problem solving
- Completed pre-boarding checking procedures before passengers and flight board planes
- Identified, researched, and resolved customer issues using the computer system
Passenger Service Agent
Jardine Airport Service, LTD.
06.2016 - 09.2016
- Assisted over 500 tight scheduled passengers' flight transfer per day
- Completed pre-boarding checking procedures before passengers and flight board planes
Education
BA (Hons) - International Tourism and Airline Management
Edinburgh Napier University
Hong Kong01.2019
Higher Diploma - Aviation Studies
HKUSPACE Community College
Hong Kong01.2017
Hong Kong Diploma of Secondary Education Examination -
Hotung Secondary School
Hong Kong01.2014
Skills
- Strong interpersonal skills
- Problem-solving abilities
- Customer Engagement
- Complaint Handling
Certifications
- Certificate for Mentorship of Certificate in Airport Services and Operations Program, Hong Kong International Aviation Academy, 2017-2018
- Certificate of Junior Airport Management Course, Incheon Airport Aviation Academy, 2017
- Volunteer Service Award, St. James Settlement-Youth Service, 2012-2013
Languages
English
Full Professional
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Customer Relations Executive
Singapore Airlines Limited
05.2022 - 09.2024
Member Service Executive
RCL Worldwide Limited, Royal Caribbean Group
11.2021 - 05.2022
Customer Services Officer
IDP Education Limited
05.2021 - 10.2021
Customer Service Officer
Evolution Wellness Holdings Pte. LTD. - Fitness First Hong Kong
06.2020 - 05.2021
Passenger Service Officer II
Jardine Airport Service, LTD.
09.2018 - 04.2020
Passenger Service Agent
Jardine Airport Service, LTD.
09.2016 - 08.2018
Passenger Service Agent
Jardine Airport Service, LTD.
06.2016 - 09.2016
BA (Hons) - International Tourism and Airline Management
Edinburgh Napier University
Higher Diploma - Aviation Studies
HKUSPACE Community College
Hong Kong Diploma of Secondary Education Examination -
Hotung Secondary School
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