Jess T

I am currently employed as a Senior Project Officer at the Hong Kong Arts Centre, where I primarily manage course offerings, program administration, and logistics. With over 15 years of diverse experience in operational support, client engagement, customer service, admission, and administration across various sectors, including education, healthcare, and food and beverage, I have honed my ability to effectively engage with the public and lead teams at a supervisory level.

Senior Project Officer at Hong Kong Arts Centre (2023-01 – Present)

Managing children and adults' arts education programmes with focus on course management, event/programme management, customer service, education & learning centre, and administration.

• Handle inquiries about Short Courses and the Kids Corner hotline as the key contact person
• Oversee the Short Courses and Kids Corner email accounts, ensuring proper responses and timely follow-ups
• Focus on building relationships through positive experiences at all touchpoints, rather than simply making sales
• Provide backup support at the service counter when a counter service assistant is unavailable during the daytime, which includes tasks like engaging with customers and processing enrollments
• Manage student enrollment processes
• Oversee registration, waitlists, and course changes for students
• Collaborate with faculty to design, plan, and update course curricula, ensuring alignment with institutional and the standards
• Research and integrate current educational trends and best practices into course materials
• Manage programs, courses, and workshops for both kids and adults in the art sector, encompassing all aspects from planning and creation to scheduling, admissions, administration, and coordination of activities
• Monitor programme logistics, handle course-related inquiries, and support the resolution of operational challenges to enhance overall efficiency and learner experience
• Serve as the primary liaison between faculty and administration, facilitating effective communication
• Assist instructors with course-related questions, technology tools, and classroom management strategies
• Organize regular meetings with instructors to discuss course goals, challenges, and improvements
• Keep good relationships with tutors while effectively addressing inquiries from students and parents
• Provide timely support and guidance to students on course-related inquiries, academic policies, and resources
• Develop and distribute course announcements, updates, reminders, notices, and newsletters to keep students informed
• Facilitate open communication channels among students, instructors, and administrative staff
• Organize territory-wide events or projects for the Association from planning, promotion execution to evaluation
• Laise with different parties to facilities the cooperation
• Assist in supervising and mentoring part-time student service assistants and interns to enhance their development and contributions
• Assist with data collection, analysis, and report preparation for the Senior Manager
• Drive social media engagement by posting actively in the Facebook Mama / Education / Retire / Community groups
• Support the Senior Project Manager to prepare the Event, Exhibition, Showcase communication materials
• Responsible for the procurement and inventory control of project materials
• Perform small office administrative duties

Center Manager at Monkey Tree English Learning Center (2021-01 – 2023-12)

• Provide professional consultation, such as introducing course details and proposing suitable course packages, to prospective parents
• Be responsible and accountable for the center's performance and operation
• Monitor students' progress, & communicate with parents to retain a clear understanding of their needs, as well as to maintain good parent-teacher relationships
• Manage the center's class schedule to best satisfy students and teachers
• Handling walk-in inquiries, calls, and parent follow-ups
• Maintain the center's and classrooms' appearance as well as completeness to ensure a smooth working and teaching environment
• Supervise and train fresh staff on course details, administrative procedures

Customer Care & Administration Officer at Nu Pro Nurse Center (2019-01 – 2021-12)

Private Nursing Service role managing customer service, worker service, and administration management.

• Responsible for managing customer enquiries and requests via phone & walk in clients for PNS service
• Maintain the relationship with existing clients to build an overall rapport for extensive business relations
• Provide after-sales support, handle, and resolve customer complaints
• Provide worker matching service to End Users and Institutes
• Provide professional advice and guidance to both clients and workers on market trends
• Responsible for the recruitment process from job brief, sourcing, and assessing the right candidates
• Provide job matching to workers and keep a relationship with them
• Resource planning and roster management to ensure proper manpower
• Support the sales team with the ongoing business
• Assist with social media platforms (Facebook & IG page – PNS section), planning & ideas for weekly story or topic
• Prepare reports with accuracy and within a time frame
• Roster and worker personal information data entry
• Maintain an accurate database of customer information

Assistant Center Manager at Monkey Tree English Learning Center (2015-01 – 2019-12)

• Provide professional consultation, such as introducing course details and proposing suitable course packages, to prospective parents
• Monitor students' progress, & communicate with parents to retain a clear understanding of their needs, as well as to maintain good parents relationship
• Manage the center's class schedule to best satisfy students and teachers
• Handling walk-in inquiries, calls, and parent follow-ups
• Maintain the center's and classrooms' appearance as well as completeness to ensure a smooth working and teaching environment
• Provide assistance to teachers when needed
• Supervise and train fresh staff on course details, administrative procedures

Administration Officer at Kai Bo Food Supermarket (2013-01 – 2014-12)

Property & Admin Department role managing office administration, operations, and licensing.

• Handling and monitoring office administration, procurement of office equipment, furniture, and stationery, monitoring vendors' services, preparing simple disbursement reports, and other office administrative duties
• Assist in managing day-to-day operations of the Administration Service Team (Receptionist, Office Assistants, and Tea Ladies)
• secretarial & administration support to the Property Manager, and handling renewal service contracts and leasing matters
• Arrange a license for food retail shops and support shop's pre-opening requirements

Administration Assistant at Lucky House Catering Group (2011-01 – 2013-12)

• Provide secretarial & administration support for Operation Senior Management, including preparing various sales and promotion reports, drafting department meeting minutes
• Handling Licensing issues, including new applications, renewals, and transfers of licensing in respect of General Restaurant License, Liquor license etc
• Tenancy and Properties Management
• Handling General office administration

Own business at Pets Shop (2005-01 – 2009-12)

Sales & Customer Service Officer at Sunlight Employment Agency (1999-01 – 2005-12)

Domestic Helpers Service role handling customer service and business operations.

• Handle the customer inquiries & complains
• Provide the information for domestic helpers & selling agency fee package to our walk- in customers including after-sales service
• Follow-up the employment contract and the application documents
• Manage daily operation of branches
• Achieve sales & inventory target
• Staff management & motivation, maintain high level of customer service of the branches
• Perform general administrative duties to support daily operation

Department Assistant Secretary at Maxim's Caterers Limited (1995-01 – 1999-12)

• Provide secretarial support to Operation Manager and the Department with 16 staffs members
• Taking minutes and other secretarial duties

Diploma in Marketing and Business Management – HKMA (2014-01 – 2014-12)

Training in Secretarial Duties Training – VTC (1995-01 – 1995-12)

F.5 – Catholic Ming Yuen Secondary School (1995-12)