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Zoe Yu

• Five years of MNC experience in the aviation and hotel hospitality industry.
• Trained extensively in CRM related aspects, service & customer-oriented.
• Customer complaint handling and resolving skills.
• Balancing multiple tasks under high pressure and fully committed to meeting deadlines.
• Company adherence, flexible with schedule, and relocate as necessary.

Customer Service Representative
TW
[email protected]

Work Experience

TutorABC, General Consultant, Aug 2020 ~ Present

1. Company image representative
Welcome and guided tours of various activities in the flagship store.
2. Bilingual advisory sales
Analyze the language level of customers, provide customers with effective English learning suggestions, and complete subsequent transactions.
3. KOL operation
Contact the social media influencer and maintain follow-up cooperation.
4. Marketing activities support
Implementation of diverse marketing projects (Including lectures, campus activities, cross-industry alliances, etc.)

Cathay Pacific Airways, Cabin Crew, Dec 2019 ~ Jun 2020

1. Cabin Safety Awareness
- Conducted safety procedures to maintain cabin safety during the whole flight period.
- Administered medical rescue to passengers if required.
2. Cabin Customer Service
- Implemented high standard cabin service to ensure customer satisfaction.
- Reassure, control, and comfort passengers during any unexpected situations.

Nokscoot Airline, Cabin Crew, Apr 2016 ~ Oct 2019

1. Communication & Negotiation
- Facilitated communication between the flight deck and cabin to promote smooth operations.
- Managed customer complaints and tricky issues, handling passengers with particular needs.
- Maximized the sales figures of in-flight meals and duty-free products based on customers' preferences.
2. Leadership
- Motivated juniors as a mentor role, also assisted the matters assigned by the flight supervisor.
- Composed the training material and instructed with related procedures.

The Sherwood Taipei, Front Desk/ Receptionist , Oct 2014 ~ Sep 2015

1. Organized hotel booking reservations, be responsible for guest billing transactions.
2. Contributed to sales revenues by accomplishing related up-selling processes as needed.
3. Handled customer inquiries, complaints, and questions to ensure high standard satisfaction.
4. Supported business lounge operation, provided secretary and meal service upon requests.

Education

National Chengchi University, Bachelor of Arts (BA), Department of Korean Language and Culture, 2009 ~ 2014

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