HEATHER (HYUNAH) JO

Work History

Booking.com BV

Seoul, Korea

11.2019 - Current

Trained staffs on operating procedures and company service.
Took over escalation call, case to maintain high standards of customer service. Handled challenging situations with ease.
Resolved conflicts and negotiated mutually beneficial agreements between customers and accommodation partner.
Assisted customer's unrecognized, incorrect billing issue by partner.
Reviewed customer, partner's complaint and provided proper compensation via objective perspective.
Facilitated inter-departmental communication to provide better customer support. Worked cross-functionally with various members of other department such as IT, legal, Health&safety, or Fraud team.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Reviewed guest and property reports that appeared suspicious and forwarded to relevant team to uncover possible fraudulent activity.
Organized and performed KPI-related project plans covering objectives, resources to team success.

Booking.com BV

Seoul, Korea

12.2017 - 10.2019

Contributed to settle high quality standard as founding member of Korean branch.
Liaising between guests and partners to resolve issues via phone and email on various topics such as modifications, cancellations or confirmation of reservations, special requests, etc.
Provided excellent customer service with satisfactory answers to client questions within set standards.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Maintained 90% of customer satisfaction, managed multi works at once, and regularly exceeded KPI target.
Maintained 90% of customer satisfaction, regularly exceeded KPI target, and awarded as top5 performing agent in 2nd and 3rd quarter of 2018.
Provided feedback on procedure updates to improvement of service quality.

The Plaza, Marriot Autograph Collection

Seoul, Korea

02.2016 - 02.2017

Handled guest complaints and offered complimentary services to enhance customer loyalty to 5-Star Brand.
Managed VOC (Voice of Customer) webpage and maintained customer's satisfaction.
Managed incoming calls with customer's inquiries and resolved complaint by clarifying customer's concern.
Created and modified guests' room reservation and answered email inquiries.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Awarded as most excellent new employees in 2016.

PJ hotel

Seoul, Korea

02.2014 - 11.2015

Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
Used internal software to process reservations, check-ins and checkout.
Managed room rates, occupancy, and promotion for hotel's revenue.
Prepared monthly employee work schedules for team members.
Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.

Gaja Hawaii Travel Agency

Honolulu, Hawaii

08.2012 - 12.2013

Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
Maintained courteous and effective working relationships with vendors.
Implemented long-term growth initiatives with vendors by developing sales strategies.
Worked closely with management staff to create new and lucrative tours.
Developed tour programming to enhance guest experiences.
Increased local product sales ratio by 30%.
Educated newly joined personnel to adopt with products, and service.