Customer Service Specialist/ Hospitality
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Customer Service Specialist with over 7 years of experience in high-performance, international service environments. Proven expertise in driving customer satisfaction, improving operational efficiency, and delivering measurable business results. Adept at managing customer inquiries, leading cross-functional teams, and enhancing service processes to meet organizational goals. Known for exceeding KPIs, including maintaining a 95%+ customer satisfaction rating and consistently achieving first-call resolution rates of 90%+. Fluent in Mandarin and English, with a business-level proficiency in Spanish
WebBeds — Shanghai, China
June 2023 – Present
Delivered a 95% order processing accuracy rate, significantly enhancing customer satisfaction and reducing operational errors by 25%.
Reduced customer issue resolution time by 30% through effective cross-departmental collaboration, directly improving customer retention.
Consistently exceeded departmental targets with a 90% first-call resolution rate, enhancing service delivery efficiency.
Lowered customer complaints by 15% through proactive issue management, strengthening the brand’s reputation and improving customer loyalty.
LingCheng Lantern Group — Zigong, China
July 2022 – February 2023
Drove a 30% increase in overseas market engagement by leveraging data-driven market research and aligning internal strategies.
Reduced product time-to-market by 20% through strategic planning and efficient project coordination, enhancing client satisfaction.
Delivered detailed performance reports that empowered senior management, resulting in a 10% increase in operational profitability.
Identified and implemented cost-saving measures, reducing operational costs by 15% while improving service delivery and resource allocation.
Booking.com — Shanghai, China
April 2018 – May 2022
Achieved a 95% customer satisfaction rating by resolving inquiries promptly and fostering long-term client relationships.
Collaborated with internal teams to reduce service response times by 20%, streamlining workflows and improving the customer experience.
Spearheaded customer feedback initiatives that resulted in actionable insights, cutting complaint resolution times by 15%.
Contributed to a 10% increase in repeat bookings by offering personalized support and rapidly addressing customer needs.
800 Teleservices (Shanghai) Information Service Co., Ltd. — Kunshan/Shanghai, China
December 2014 – January 2017
Maintained a 98% accuracy rate in reservation processing, enhancing customer satisfaction and reducing booking errors by 20%.
Increased repeat bookings by 20% through personalized service, boosting company revenue and customer loyalty.
Managed complex rooming requests with cross-departmental collaboration, ensuring service consistency and achieving a 95% satisfaction rate.
Created and presented monthly performance reports that identified service gaps and led to a 10% improvement in operational efficiency.
Troy University — Troy, AL
Bachelor of Science in Finance
Beijing US College of English — Beijing, China
Associate of Science in Foreign Trade
