Van L

A people-centred professional with a diverse background spanning aviation, photography, and remote customer support. Skilled in building rapport across cultures, reading emotional cues, and holding space for clients navigating high-pressure situations. Currently supporting professional photographers worldwide at an AI start-up, where empathy and clear communication are as essential as technical knowledge. Seeking to formalise these instincts through graduate training in counselling.

Customer Support Specialist (remote) - Imagen AI - Remote

(2023-04)

• Provided specialist support to professional photographers worldwide via Zendesk, live chat, and video calls; consistently ranked among top performers in response time, resolution rate, product knowledge, and procedure accuracy
• Worked independently across time zones, making sound judgement calls without immediate team support
• Collaborated cross-functionally with R&D, Product, and Marketing teams to advocate for user needs and translate client feedback into actionable insights
• Recognised for turning frustrated client interactions into positive outcomes through active listening and emotional attentiveness

Photographer & Founder - Not Just a Headshot

(2020-10)

• Founded and manage a full-service personal branding photography business serving executives, legal professionals, and creative clients
• Conduct in-depth pre-shoot consultations to understand clients' personal narratives, career goals, and self-image; clients regularly describe sessions as unexpectedly therapeutic
• Manage all aspects of business operations including client relations, B2B/B2C communication, and project logistics

Flight Attendant - Cathay Pacific Airways

(2019-05 - 2020-10)

• Delivered high-quality service to diverse international passengers, demonstrating cultural sensitivity and adaptability under pressure
• Trained in crisis response, de-escalation, and team-based operations in high-stakes environments
• Maintained composure and professionalism during difficult passenger interactions

Bachelor of European Studies - German Stream - HONG KONG BAPTIST UNIVERSITY (2014 - 2018)

Exchange - Social Sciences - UNIVERSITY OF GÖTTINGEN (GERMANY) (2016 - 2017)