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Energetic Guest Relation Officer with work experiences in Serviced Apartment front desk plus property management duties. Well-groomed with present character

  • Fluent in English & Cantonese speakings. Good Mandarin
  • Well-communicate diversify culture background people 
  • Customer-focused Service Orientated
  • Proficient in MS Word & Excel
  • Knowledge in R & M
  • Complaint Handling
Guest Relation Officer Mar 2017 to Current

Respond to guests inquires, complaints, serve as Concierge duties.
Conduct guest check-in & check-out.
Take room bookings & follow up the leasing duties
Draft of leasing documents. Bring in customer to sign hence explain clearly list of terms enclosed
Check all inventory, room cleanliness prior to move-in
Report all room defects , handover to technician for fixing. Monitor the progress along till finish
Register visitor details, record the time of leaving for security purpose
Record any significant incidents in occurrence book and report to superior  Co-ordinate maintenance on common facilities WITH CONTRACTORS to ensure its safely conditions of use  

Reasons to Leave: Look for a sizable organization to work in. Secondly, work hours are too long in current job, 12 hrs per shift

Overseas Property Specialist Apr 2010 to Dec 2016
Provide high quality overseas property consultation service to clients
Give mortgage information and guide clients throughout the purchasing process
Manage the whole selling process including closing deals, contract signing and settlement issues etc
Attend company marketing events and drive sales to potential buyers Work with the team to achieve team sales target
Other ad hoc duties assigned by Manager
Provide professional after-sales service in order to maintain client relationship     

Reasons To Leave: 
Home Loan Sales Consultant May 2006 to May 2007
Pro-actively seek new clients to make home loan business. Interview with them to gather credit information 
Answer loan enquires, follow up existing client account in providing continues services​
Summaries each case application and write up proper structure loan proposal for approval
Order of valuation report, to work out ratio analysis to calculate its capacity to repay 
Co-ordinate with house-selling department in making referrals 
Reasons To Leave:  After >25 yrs overseas living, I decided to go back H.K. for permanent living & working. So therefore quit this job
Lending Manager Jan 2003 to Mar 2006
Build-up referral network & maintain relationships with business partners 
Pro-actvely seek for customers in writing commercial & home loan plus mortgage refinance
Monitor loan progress from application till approval stage. Keep in-touched with client
Collect required documents for submission. Gather Client together to go via others legal documents, e.g. letter of offer, interest rate & charges 
Reasons To Leave: Changed into a China-Based Finance Company - (Aims Home Loan), in where I can open-up the Asian Home Loan Market

Customer Service Representative Feb 2000 to Dec 2002
Process counter transactions for customers including deposit, withdrawal, telegraphic transfer, issue of bank cheque & demand draft 
Preparing necessary documents for opening and closing of accounts 
Balance off counter account in end of day 
Promote of credit cards & saving accounts
Reasons To Leave: Finished of position after gained of solid client service experience. Decided to progress into Mortgage sector in same industry 
Summer Trainee Mar 1999 to Jun 1999
Communicate with guests in front desk, carry luggage & call up transport 
Assist in housekeeping duties, changing bed liens, vacuum rooms 
Provide wake up calls & general room services 
To learn motel operations by visiting other departments 
Reasons To Leave: Gained of substantial hospitality experience after university graduated

物業管理禮賓服務基礎證書 2018 循道衛理中心
Certificate in Property And Maintenance Management 2016 HONG KONG MANAGEMENT OF ASSOCIATION
Postgraduate Diploma in Accounting 1998 MACQUARIE UNIVERSITY AUSTRALIA
Bachelor of Arts major in Computer Science & chinese 1996 THE UNIVERSITY OF NEW SOUTH WALES AUSTRALIA



Job References

Ms. Lam Wai Yee, Senior Manager
Tel: (852) 9
Ms. Jane Fong, Assistant HR Manager
Tel: (612) 9
Mr. Daniel Leung, Manager
Tel: (61) 402-213-645
1 month notice in advance
CURRENT SALARY: $14,000 p.m.
EXPECTED SALARY: $14,500 - $16,000 p.m.
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Professional Summary

Energetic and reliable service professional with experience in customer and social service settings seeking a new and challenging growth opportunity. Excellent interpersonal skills, effective problem solver with great attention to detail.

Work History
Tufts Health Plan - Commercial Member Services Representative
Watertown, Massachusetts 01/2018 - Current
  • Ensure superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
  • Proficient with CMT, CCMS, RadMD, Macess, PeopleSafe, and CAS
  • Trained in multiple queues: GIC, Pharmacy, Secured and Employee, ART, PPO+, Tufts Health Freedom Plan and US Family Health Plan
  • Effectively work with partner departments to solve problems
  • Maintain a high quality of customer service
  • Assist and support team with member issues
  • Assist new hire class with mock calls
  • Assisted during virtual training for various queues and new hire classes
  • Assist with side by sides for various queues and newly hired representatives
  • Team primary care physician backdate reviewer
  • Assisted with GIC training
  • Completed corporate training's such as "Business Writing" and "Time Management"
The Home for Little Wanderers - Direct Care Counselor / Advocate
Plymouth, MA 06/2016 - 12/2018
  • Supervise and oversee daily routines, schedules and activities
  • Coach and support students in development of independent living, communication and social skills
  • Utilize cognitive behavioral techniques to address issues and interpersonal conflicts
  • Provide input to interdisciplinary team for individual student care plans
Dunkin' Donuts - Crew Member
Buzzards Bay, MA 06/2014 - 04/2016
  • Maintained high standards of service in a fast-paced environment
Awards and Recognition

2018 Customer Service Awards

"Unsung Hero"

Awarded for high standards in customer service, willingness to help others and going above and beyond for member issues.

Bridgewater State University Bridgewater, MA 2015 Bachelor of Science: Criminal Justice with Minor in Sociology Graduated Cum Laude
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Personal Information


HEIGHT: 5'6"

WEIGHT: 125 lbs


Style Proficiency

Contemporary | Heels | Technical Jazz | Graham + Horton Modern | Ballet | Street Jazz | Vogue Femme | Commercial Hip Hop 

  • 18 Month Broadway Dance Center Trainee mentorship with YANIS MARSHALL.
  • Mentored in Contemporary with Ginger Cox.

(Notable Teachers include: Omari Mizrahi, David Thomas, Brice Mousset, Miguel Zarate,

Shirlene Quigley, Danielle Polanco, Jonte Moaning,  Amy Gardner, and Mike Esperanza) 

Technical Training
Commercial Dance Certificate Aug 2016 to Jul 2018
Broadway Dance Center New York, NY


Training Program

Full time, diverse training at the world-renowned commercial dance studio in New York City. Recognized with the OUTSTANDING STUDENT AWARD in May of 2017. This award honors only 2 distinctive artists amongst BDC's numerous programs every season. It is given to those who are diligent in their dance training and diversify themselves in many styles. 

Summer Credits Jun 2015
University of California, Los Angeles Los Angeles, CA


Dance/Performing Arts 

Admitted to train alongside selected artists for credited courses at UCLA's Dance and Performance Art courses with strong focuses on Modern, Lyrical, Hip Hop Fundamentals, Choreography Building, and House Dance.

Dance Major May 2016 to May 2016
The Osceola County School for the Arts Orlando, FL


Graduated one of Florida's highest rated art schools with a concentration and training in Modern, Ballet, and Choreography Building.

  • Roller Skate/Inline Skate
  • Dancing in Heels
  • Contemporary Partnering
  • Comedic Acting
  • Trained Theatre Technician (Lighting, Sound, Carpentry)
  • Film Editing
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Professional Summary

Partner on strategic and operational matters, bringing with me solid leadership supported by strong interpersonal skills, business acumen, financial  expertise, and a non-stop dedication to continuous improvement and process efficiency.

  • Strategic thinking/ advising
  • Decision making and guiding skills
  • Commercial acumen; highly analytical and reliable
  • Ability to identify and understand value-driving activities and propositions
  • Risk management skills to mitigate or capitalize on risks and opportunities
  • Leadership and people skills
Work History
Director, Commercial And Finance, 12/2017 to Current
Keolis Grand RiverWaterloo, ON

Active strategic partner to the General Manager on business and financial issues;

Leading the Commercial/ Finance team and managing a portfolio of activities in the Finance, Commercial and Business Performance areas, by:
- Developing and implementing policies and processes with respect to the areas above, in line with the corporate international standards
-Leading budgeting, forecasting and management reporting and all necessary financial analysis to support strategic decision making

- Coordinating the development, implementation and delivery of the strategic business plan; providing robust business insights to the operational departments to support achievement of strategic goals
- Supporting performance delivery by ensuring the development and implementation of the System Assurance and Performance Monitoring Plan across core areas of the business (maintenance, operations, finance, and HSQE)

- Ensuring the financial performance of the business by providing timely, accurate information and coaching operations into optimizing budgets and investments
- Coaching, mentoring and managing the performance of the mid-management team

Director Of Finance And Accounting, 01/2014 to 01/2017
St. Jerome's UniversityWaterloo, ON
  • Managing the Accounting, Planning, Reporting and Payroll functions
  • Providing information for decision making to the senior leadership, the Board of Governors and the Finance Committee of the Board
  • Coordinating the investments strategy and partnering with investment managers to ensure the portfolio's financial and ESG goals align with the University's goals and needs
  • Working closely with the Advancement department to ensure the fundraising efforts are aligned with the financial needs of the institution and in compliance with CRA regulations
  • Liaising and managing relationships with external partners
Manager, Accounting And Institutional Analysis, 01/2012 to 01/2014
St. Jerome's UniversityWaterloo
  • Responsible for managing the Accounting, Reporting, Institutional Planning and Payroll functions
Finance Director, 02/2008 to 05/2011
Europharm Holding
  • Portfolio: Accounting, Planning and Reporting, Credit Control, Cross-functional work Major project: Job Rotation, to National Sales Manager for a year and a half.
Analysis And Reporting Manager, 08/2003 to 02/2008
Europharm Holding
  • Budgeting, forecasting, financial reporting, performance reporting
CPA CMA: 2014
Chartered Professional Accountants of Ontario - Toronto, ON, Canada
BA: Finance Accounting Bucharest University of Economic Studies - București, Municipiul București, Romania
Additional Professional Development

2018: GST/ HST fundamentals, for practitioners, recovery issues - CPA
2016-17: Tableau Dashboards, beginner, and intermediate levels
2016: Driving Lean for Not for Profit
2015: Best Value Procurement; Choosing by Advantages
2015: Enterprise Risk Management Certificate