LIN-JU MIN
Ryde,NSW
Summary
Highly experienced customer service professional with a proven track record in managing frontline operations and delivering exceptional service in fast-paced, high-pressure environments such as luxury retail and hospitality. Demonstrated ability to remain calm and solution-focused during incidents, applying sound judgment, empathy, and effective de-escalation techniques. Skilled in Microsoft Office and CRM systems, with a strong focus on customer safety, cultural sensitivity, and collaborative teamwork. Passionate about creating seamless travel and service experiences, and committed to upholding safety protocols and operational standards in every interaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Manager
Jo Malone London
11.2022 - Current
- Led a frontline team in a fast-paced luxury retail setting, delivering top-tier customer experiences and achieving No.1 national sales performance.
- Achieved a personal conversion rate of 90% through empathetic communication and tailored product recommendations.
- Captured over 90% CRM data monthly, driving client retention and personalized service strategies.
- Took ownership of first-line incident response on the shop floor, resolving service disruptions and customer escalations swiftly while ensuring team adherence to safety procedures.
- Responded promptly to customer concerns, using sound judgment and empathy to resolve issues calmly while maintaining brand standards and customer trust.
- Oversaw daily operations including rostering, inventory, POS systems, and compliance reporting, ensuring accuracy and continuity.
- Coached team members on brand-aligned service behaviours, fostering a collaborative and performance-driven culture.
- Partnered with the Store Manager to analysis data, identify trends, and implement strategies to enhance team efficiency and customer satisfaction.
- Maintained clear communication with Head Office and clients, demonstrating confidence using Microsoft Office tools.
Casino Attendant
Crown Sydney
06.2022 - 12.2023
- Delivered high-standard customer service in a 24/7, high-pressure hospitality setting, supporting diverse guest needs across rotating shifts and ensuring compliance with strict safety protocols.
- Responded calmly and professionally to distressed or intoxicated patrons, applying de-escalation strategies and empathy to diffuse incidents.
- Adapted to physically demanding conditions, including extended standing, dynamic crowd flow, and quick decision-making under pressure.
- Communicated with clarity and cultural sensitivity to assist guests, creating a welcoming and inclusive service environment.
- Collaborated with team members during peak traffic periods to optimize operations and enhance guest satisfaction.
- Maintained a polished, customer-focused presence aligned with company standards and expectations.
Customer Service Specialist
Jo Malone London
04.2016 - 11.2019
- Recognized as “Best Service Staff” for outstanding customer satisfaction and long-term client relationships.
- Delivered personalized service experiences through active listening and a deep understanding of client needs.
- Ensured order accuracy, stock flow, and adherence to in-store procedures to maintain operational standards.
- Applied product expertise and brand knowledge to resolve customer concerns while upholding tone and service excellence.
- Adapted swiftly to changes in company policies, ensuring consistency and accuracy in client communication.
- Upheld in-store safety standards and escalated issues when necessary to maintain a secure, welcoming environment.
Education
Bachelor of Science - Industrial Engineering And Management
China University of Science And Technology
Taipei, Taiwan06-2016
Skills
- First-line Incident & Complaint Response
- Conflict Resolution & Emotional Resilience
- Shift Adaptability & Physical Stamina
- Microsoft Office & CRM Systems
- Bilingual Communication (English & Mandarin)
- Cultural Awareness & Inclusive Service
- High-Pressure Customer Service Delivery
Accomplishments
- Recognised as “Best Service Staff” by Jo Malone London for two consecutive years for service excellence and relationship building.
- Achieved 100% customer satisfaction in FY24 through calm issue resolution and tailored service.
- Maintained top national sales ranking in AUS & NZ region from 2023–2025 while leading a high-performing frontline team.
Certification
- Microsoft Office Expert Certification
- First Aid & CPR
- Responsible Service of Alcohol(RSA)-NSW
- Certificate in Business Management
Timeline
Assistant Manager
Jo Malone London
11.2022 - Current
Casino Attendant
Crown Sydney
06.2022 - 12.2023
Customer Service Specialist
Jo Malone London
04.2016 - 11.2019
Bachelor of Science - Industrial Engineering And Management
China University of Science And Technology
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