Cherwis Chi Hin Tso
STUDENT
Hong Kong
Summary
Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
Reservation Agent
Harbour Plaza Hotel North Point
Hong Kong
07.2022 - 08.2023
- Provided exceptional customer service through timely responses to emails and phone calls from potential guests.
- Prepared daily reports on reservations activity for management review and analysis.
- Handled reservations and answered questions from interested patrons for busy 719-room hotel.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
Customer Service Cashier
Hazukido
Hong Kong, 50
04.2022 - 06.2022
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Monitored self-checkout systems and provided help in resolving complex problems.
- Redeemed coupons to discount purchases.
- Worked with floor team and managers to meet wide range of customer needs.
Customer Service Representative
Yoshinoya
Hong Kong
09.2021 - 04.2022
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Representative
Ocean Park Hong Kong
Hong Kong, 50
10.2020 - 04.2021
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
Bachelor of Arts - Design And Visual Communications
RANGSIT UNIVERSITY
Thailand 08.2023 - Current
High School Diploma -
HKICC LEE SHAU KEE SCH OF CREATIVITY
HONG KONG 09.2020 - 07.2023
Skills
Telephone reception
Problem-Solving
Professional Demeanor
Data Entry
Phone and Email Etiquette
Adaptability and Flexibility
Phone Etiquette
Issue Resolution
Telephone reception
Computer Reservation Software
Timeline
Bachelor of Arts - Design And Visual Communications
RANGSIT UNIVERSITY
08.2023 - Current
Reservation Agent
Harbour Plaza Hotel North Point
07.2022 - 08.2023
Customer Service Cashier
Hazukido
04.2022 - 06.2022
Customer Service Representative
Yoshinoya
09.2021 - 04.2022
Customer Service Representative
Ocean Park Hong Kong
10.2020 - 04.2021
High School Diploma -
HKICC LEE SHAU KEE SCH OF CREATIVITY
09.2020 - 07.2023