Nicole LEUNG
Liverpool,New South Wales
Summary
Detail-oriented professional with more than 9 years of expertise in Customer Service and Communication. Experienced freelance Eng-Chi Interpreter and social media content Copywriter. In-depth understanding of cultural nuances to effectively convey intended messages. Accomplished Barista adept at producing quality drinks while managing a high-volume store with composure and efficiency. Successful at creating repeat customers with excellent service and beverage preparation.
Overview
8
8
years of professional experience
Work History
Barista - All Rounder
Sharetea Australia Pty Ltd
Sydney, NSW
08.2022 - Current
- Made & served 200+ wide variety of beverages with speed, quality & consistency.
- Memorized recipes for 70+ specialty beverages & seasonal offerings.
- Engendered customer loyalty by remembering personal preferences and allergy information, which improved sales.
- Worked fullly independent from opening to closing shift.
- Conducted successful cash audits at the end of each shift.
- Prioritised drink requests while managing interruptions.
- Maintained and operated boba machines, blenders, milk steamer etc.
- Controlled line and crowd with quick, efficient service.
Guest Relations Specialist
FWD Life Insurance Company (Bermuda) Ltd
Hong Kong
05.2019 - 07.2022
- Managed guests bookings, queries & complaints via phone, email & in-person.
- Liaised with Marketing Managers on corporate events planning & execution.
- Remedied issues quickly and effectively through active listening, conflict resolution & dynamic communication skills.
- Worked closely with VIP/top management with high degree of respect for privacy and accomplished work with quality & accuracy.
- Typed up professional business correspondence, reports & other documents.
- Trained 5+ new personnel regarding company operations, policies & services.
Senior Guest Service Officer
Plaza Premium Group
Hong Kong
04.2017 - 05.2019
- Supervised front desk operation
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Planned & conducted training to the team (E.g. job knowledge, CS skills and complaints handling procedures)
- Arranged rosters for Housekeeping and F&B Associate team
- Developed and maintained courteous and effective working relationships.
- Prepared monthly report & review team performance
Guest Service Officer - First Class Lounge
Plaza Premium Group
Hong Kong
09.2015 - 03.2017
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Oversaw fast-paced front desk operations & guests' needs at busy facility.
- Memorised preferences of top tier members for personalised experience.
- Resolved members complaints and discrepancies in prompt & courteous manner.
- Liaised with housekeeping staff to verify service & maintenance of F/C standards.
Education
BA (Hons) - International Business
Coventry University
United Kingdom07.2015
Higher Diploma - Human Resource Management
Hong Kong Institute of Vocational Education
Hong Kong07.2014
Skills
- Professional Demeanor
- Exceptional Customer Service
- Strong Communication Skills
- Highly Organised
- Adaptive and Creative
- Quick Learner
- Self-Motivated
- Team Player
- POS System Operations
- Computer Proficient
language
- Cantonese - fluent
- English - fluent
- Mandarin - fluent
- Japanese - intermediate (JLPT N3)
Timeline
Barista - All Rounder
Sharetea Australia Pty Ltd
08.2022 - Current
Guest Relations Specialist
FWD Life Insurance Company (Bermuda) Ltd
05.2019 - 07.2022
Senior Guest Service Officer
Plaza Premium Group
04.2017 - 05.2019
Guest Service Officer - First Class Lounge
Plaza Premium Group
09.2015 - 03.2017
BA (Hons) - International Business
Coventry University
Higher Diploma - Human Resource Management
Hong Kong Institute of Vocational Education
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