Jacob Lam
Sydney,NSW
Summary
Customer Services Professional with strong experience in driving customer satisfaction and operational efficiency. Skilled in problem-solving, process improvement, and strategic planning. Known for fostering team collaboration, adapting to changing needs, and consistently achieving results. Expertise includes conflict resolution and team leadership. Reliable and results-focused, ready to make a significant impact.
Experienced with financial records and transaction management, ensuring accuracy and compliance. Utilizes financial software to streamline processes and support budgeting tasks. Knowledge of analytical skills to enhance financial operations and improve efficiencies.
Demonstrates a strong commitment to understanding and meeting client needs, with a proven ability to adapt and exceed expectations. Seeking a challenging role with a dynamic employer where I can continue to grow professionally, expand my skill set, and contribute meaningfully to the team’s success.
Overview
13
13
years of professional experience
Work History
Finance Coordinator
Meriton Suites
01.2024 - Current
- Prepare financial reports for the Finance Manager and Executive team and maintain open communication with direct manager of daily responsibilities.
- Provide financial and operational support to the hotels within your responsibility.
- Process hotel invoices and follow up any outstanding invoices in a timely manner.
- Send out E-commerce payment requests and ensure application upon receipt while using good judgment to manage risk of credit card fraud.
- Ensure Debt Ledgers remain in current credit standing.
- Conduct Credit Checks as required.
- Reconcile bank accounts daily ensuring all payment methods are settling and correctly allocated, to the appropriate cost centre and ledger in a timely manner.
- Process and complete daily batch journals for hotels.
- Assist with auditing merchant service fees and bank charges.
- Communicate to Merchant Acquirer any support ticket items impacting Hotel operations and AR operations.
- Respond to credit card disputes as required and provide adequate documentation if needed.
- Respond in a timely manner to general enquiries from customers, internal departments, suppliers and external agencies.
- High volume of data entry and tracking, validating, and processing invoices accurately to the appropriate cost centre in a timely manner.
- Process refunds accurately as required
Guest Agent Service
Meriton Suites
02.2023 - 01.2024
- Will be responsible for the daily operation of the Front Desk (Check-in/out, Telephone calls, guest queries and assistance).
- Ensure all Guest requests are dealt with in a prompt and professional manner, those requests not completed on your shift are to be handed over and followed up personally.
- Ensure the handling of any complaint is done in a calm and professional manner. Be sure to show empathy, listen, repeat, advise what action will be taken and apologise.
- Follow up complaints within your control, ensure they are dealt with as soon as possible and resolved to the guest’s satisfaction. Escalate those outside your authority.
- Ensure any untidiness, damages or maintenance issues within your property are reported and followed up.
- Ensure you are following Meriton Suites standards and procedures.
- Ensure all daily reports including the emergency reports are printed each day at the set times, and forwarded to the correct personnel.
- Ensure the correct collection and monitoring of revenue at the collection points and resolve any differences daily
Food and Beverage Supervisor
Crown Hotel Sydney
03.2022 - 02.2023
- Provide branded customer service and products to ensure customer experience is consistent with the outlet workplace instructions (WPI).
- Recommend and up-sell as per customer needs.
- Ensures outlet team delivers on Crown’s service values consistent with the customer segment.
- Role models and aligns customer service values within the outlet.
- Customer satisfaction measures met or exceed targets.
- Understands customer segment and creates short term initiatives to build the customer base.
- Anticipates specific departmental challenges and works with the Managers to resolve within the outlet.
- High visibility in outlet during peak periods of business.
- Maintains outlet workplace instructions (WPI) as minimum standards in outlet.
- Offers recommendations and initiatives to
- Outlet workplace instructions are followed in order to deliver consistency of standards, products and service to enhance customer experience.
- Ensure the outlets’ presentation and employee grooming are at all times maintained to the established standards.
- Policies and procedures are followed and adhered to.
Food and Beverage Attendant
Crown Hotel Sydney
02.2021 - 02.2022
- Greeting customers in a confident and professional way before taking their orders, serving items and cleaning away used crockery, cutlery and glasses.
- Understanding all food and beverage items on the menu and be able to explain particular products to customers and offer personalised recommendations.
- Collecting payment and operating the point of sale system.
- Provide superior F&B service to our Conference guests in line with Luxury Brand standards.
- Deliver personalised service to our guests in a variety of outlets, from casual day dining to fine dining
- Maintain hygienic food service techniques during service and promote a safe workplace by recognising hazards and promoting general OHS practices.
- Excellent communication skills and the ability to work closely with all Hotel colleagues
- Friendly, outgoing personality and a high standard of personal presentation
- Maximise sales opportunities by upselling items.
- Use Micros to place orders.
Client Advisor
David Jones
03.2019 - 06.2020
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
- Handled credit and debit card payment processing to complete purchasing experience.
- Supported sales personnel with technical solutions, costing and client presentations.
- Answered customer’s questions regarding products, prices and availability.
- Increased number of return customers by through effective problem solving and conflict resolution.
- Networked to build client base and promote products to new and existing clients.
- Reset store displays for special events and seasonal merchandise changes.
- Used product knowledge to assist customers and suggest products.
- Maintained well-stocked and organized sales floor with latest merchandise to drive sustained sales revenue.
- Fostered relationships with customers to expand customer base and enhance loyalty and retention.
Food and Beverage Attendant
Primus Hotel Sydney
05.2017 - 02.2019
- Guided guests through the menus while demonstrating thorough knowledge of the food, beverages and ingredients.
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.
- Effectively listened to, understood and clarified guest concerns and issues.
- Provide friendly and attentive services.
- Moved and arranged tables, chairs and place setting and organized seating for groups with special needs.
- Consistently provided professional, friendly and engaging service.
- Resolved guest complaints quickly and efficiently.
- Developed and maintained positive working relationships with others to reach business goals.
Member Services (receptionist)
California Fitness and Yoga Centre Vietnam
09.2014 - 03.2016
- Greet, welcome, interact and check-in members and guest professionally at all times.
- Ensure consistent self-development by actively participating in meetings with own team for updates and functional training.
- High level of customer satisfaction by attended to in timely manner.
- Contribute ideas to personal and team development program always.
- Collecting and solving members and customer’s feedbacks.
- Keep the fitness always safeness and cleanliness.
Sale Assistant
Nike (Vietnam Store)
11.2012 - 07.2014
- Responsible for welcoming customers to the store, talking, helping them and generally making their shopping trip memorable.
- Also, supporting the store in meeting its sales targets by recommending products to customer and making sure the shelves are stocked with the things they want to buy.
- Ensuring the correct display, cleanliness and tidiness of merchandise and promotions
- Resolving customer complaints in a sensitive & polite manner.
- Accepting stock deliveries and then processing them.
- Recommending additional products to customers.
- Creating a safe shop floor environment for shoppers & staff.
- Helping with all areas of security and stock management.
Education
Travel and Tourism Management
Academies Australasia Polytechnic Sydney
01.2020
Hotel Management
SaigonTourist Hospitality College
01.2014
Skills
- Customer interaction
- Customer complaint resolution
- Team leadership skills
- Microsoft, Excel, Words, PowerPoint
- Point of Sale (POS) system operation
- Interpersonal Skills
- Bank reconciliation
- Account reconciliation
- Time management
- Attention to detail
- Multitasking and organization
- Self motivation
- Accounts receivable management
- Cash flow management
Languages
English (Fluent)
Vietnamese (Fluent)
Timeline
Finance Coordinator
Meriton Suites
01.2024 - Current
Guest Agent Service
Meriton Suites
02.2023 - 01.2024
Food and Beverage Supervisor
Crown Hotel Sydney
03.2022 - 02.2023
Food and Beverage Attendant
Crown Hotel Sydney
02.2021 - 02.2022
Client Advisor
David Jones
03.2019 - 06.2020
Food and Beverage Attendant
Primus Hotel Sydney
05.2017 - 02.2019
Member Services (receptionist)
California Fitness and Yoga Centre Vietnam
09.2014 - 03.2016
Sale Assistant
Nike (Vietnam Store)
11.2012 - 07.2014
Hotel Management
SaigonTourist Hospitality College
Travel and Tourism Management
Academies Australasia Polytechnic Sydney