Hsiao-Chen (Jean) Chou
Cedar Park,USA
Summary
Dynamic professional with a strong background in customer relations and office management, dedicated to delivering exceptional service and ensuring passenger satisfaction. Skilled in communication, conflict resolution, and problem-solving with a calm, empathetic approach under pressure. Known for reliability, teamwork, and adaptability in fast-paced environments. Experienced in coordinating operations, managing administrative tasks, and maintaining a polished, service-oriented demeanor that aligns with airline standards of safety and hospitality.
Overview
9
9
years of professional experience
Work History
Admin and Office Manager
Concord New Energy
02.2025 - Current
- Streamlined office operations by implementing efficient scheduling and resource allocation systems.
- Managed documentation workflow for executive sign-off.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Coordinated team meetings and maintained agendas to improve communication across departments.
- Trained new staff on office procedures, fostering a collaborative work environment.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
Customer Service
NYIS Law Firm
11.2022 - 01.2025
- Facilitated sending contracts and documents to clients.
- Managed meeting for the attorneys and clients.
- Developed training materials for new team members, improving onboarding process effectiveness.
- Managed customer inquiries and resolved issues efficiently to enhance satisfaction.
Senior Front Desk Agent
Shangri-La Hotels and Resorts
06.2020 - 10.2020
- Managed guest check-in and check-out processes efficiently, ensuring high satisfaction levels.
- Representative of Guest History to support customers for their membership and fly frequent program issues.
- Communicated with Shangri-La Circle member center for customers’ points issues.
- Addressed guest inquiries and resolved issues promptly, enhancing overall guest experience.
- Assisted guests with travel arrangements, including transportation bookings and local activity recommendations.
- Trained new front desk staff on operational procedures and customer service standards.
- Coordinated with other departments to address any guest needs or special requests during their stay.
Senior Guest Relations Officer
Shangri-La Hotels and Resorts
08.2018 - 06.2020
- Managed VIP customers in-room checking in, i.g. limousine customers, diplomats etc.
- Conducted the preference of upcoming customers, special attention to those customers who have allergy problems.
- Cooperated with related departments for some special occasions, such as corporate party.
- Direct experience with maintaining reservation system, room assignment.
- Arranged team member’s working schedule.
- Trained new staff on best practices for guest relations and service excellence.
Guest Service of Bell
Shangri-La Hotels and Resorts
03.2019 - 05.2019
- Performed delivering luggage, purchasing train tickets.
- Provided escorting foreign customers to Tokyo Station platform.
- Supported bi-language ability (Mandarin and English).
- Offered nearby tourism information.
- Managed time efficiently in order to complete all tasks within deadlines.
Senior Guest Service Associate
Shangri-La Hotels and Resorts
03.2017 - 07.2018
- Assisted in managing front desk operations, streamlining check-in and check-out processes.
- Monitored available lounge seats during Breakfast and Happy Hour on peak season.
- Provided professional secretarial service such as FedEx and business center.
- Collaborated with housekeeping to maintain high cleanliness standards across guest rooms and public areas.
- Monitored inventory levels of supplies, coordinating timely reorders to ensure operational efficiency.
- Developed strong relationships with clients through consistent communication and excellent service delivery.
Education
Bachelor - English Language And Literature
National Kaohsiung Normal University
Kaohsiung, Taiwan06-2014
Skills
- Opera PMS proficiency
- Proficient in organizing events
- Bilingual communication in Mandarin and English
- Experienced in Word, PowerPoint and Excel
- Effective teamwork
- Inventory control
- Client engagement
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Languages
English
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Timeline
Admin and Office Manager
Concord New Energy
02.2025 - Current
Customer Service
NYIS Law Firm
11.2022 - 01.2025
Senior Front Desk Agent
Shangri-La Hotels and Resorts
06.2020 - 10.2020
Guest Service of Bell
Shangri-La Hotels and Resorts
03.2019 - 05.2019
Senior Guest Relations Officer
Shangri-La Hotels and Resorts
08.2018 - 06.2020
Senior Guest Service Associate
Shangri-La Hotels and Resorts
03.2017 - 07.2018
Bachelor - English Language And Literature
National Kaohsiung Normal University