Negotiation skill
Shao-heng Chiang
Customer Service & Inventory Management
Phuket
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
4
4
Languages
Work History
Inventory Management Exectuive
Anantara Vacation Club
02.2023 - Current
- Led change management initiatives to drive cultural shifts towards continuous improvement mindsets.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Organized due diligence in preparation for sale of business unit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented cost-saving measures through reevaluation of supply chain management practices.
- Conducted business forecasts to identify recent developments.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Senior Customer Service Supervisor
Anantara Vacation Club
11.2019 - 02.2023
- Handling serious complain and offer reasonable solutiuons
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Increased customer satisfaction by implementing new strategies to improve service quality and efficiency.
- Implemented quality assurance measures to maintain consistency in service delivery across the team.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Interceded between employees during arguments and diffused tense situations.
- Trained team members on new hotel services and products to support promotional efforts.
- Analyzed customer feedback and data to identify trends, implementing changes that led to improved customer retention rates.
- Kept high average of performance evaluations.
Club Marketing Agent
Wynn Palace
04.2018 - 01.2019
- Optimized email campaigns to increase open and click-through rates.
- Developed creative briefs for internal teams and external agencies, ensuring consistent messaging across all marketing materials.
- Streamlined internal communication channels by creating a central repository for important documents such as style guides, templates, and project updates.
- Captured new customers by optimizing business strategies and launching products to diversify offerings.
- Over 120+ new membership enrollment monthly
- Keep long term relationship with 200+ members
- Giving professional advice to each client for all promotional package
Education
MBA - Hotel Management
Hotel Institute Montreux
Switzerland 04.2001 -
Postgraduate Diploma - Hotel Management
Swiss Hotel Management School
Switzerland 04.2001 -
Skills
Data Management
Distribution Management
Finance and Accounting Oversight
Business Case Development
Interpersonal Skills
Price Structuring
Strategy Development
Partnership Building
Software
Inventory management
Fast learning
Detail orientated
Communication skill
Timeline
Inventory Management Exectuive
Anantara Vacation Club
02.2023 - Current
Senior Customer Service Supervisor
Anantara Vacation Club
11.2019 - 02.2023
Club Marketing Agent
Wynn Palace
04.2018 - 01.2019
MBA - Hotel Management
Hotel Institute Montreux
04.2001 -
Postgraduate Diploma - Hotel Management
Swiss Hotel Management School
04.2001 -