Jing Yi Zhang
Simpsonville,SOUTH CAROLINA
Summary
With over 13 years of experience in the hospitality industry, I have honed my leadership skills and expertise in customer relations.
As a customer service professional, I have successfully led teams to deliver exceptional service and exceed customer expectations. My ability to build strong relationships with customers, anticipate their needs, and resolve issues effectively has been instrumental in driving customer loyalty and satisfaction.
I thrive in dynamic environments, where my leadership and customer-centric approach have consistently contributed to the success of the organizations I have been a part of.
I am dedicated to delivering excellence in leadership and customer relations to achieve mutual success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Receptionist
Sheraton Hotels
Taipei, Taiwan
06.2010 - 09.2011
- Successfully resolved guest issues and complaints in a timely and professional manner, ensuring high levels of guest satisfaction and loyalty.
- Maintained clear and effective communication with guests, colleagues, and management to ensure smooth operations, address concerns, and uphold a positive reputation for the hotel.
- Demonstrated strong time management skills by efficiently handling check-ins, check-outs, reservations, and other front desk tasks to provide a seamless and stress-free experience for guests.
- Collaborated with various departments to coordinate guest requests, handle emergencies, and optimize guest experiences, showcasing a proactive and solution-oriented approach to hospitality management.
Sales Team Leader and Customer Representative
Green International Study Group
Taichung, Taiwan
05.2012 - 01.2014
- Interacted with customers in a friendly and professional manner, addressing inquiries, providing information, and assisting with bookings to ensure a positive customer experience and increase sales revenue.
- Conducted research on destination countries' local laws, customs, and cultural norms to prepare tour groups and provide accurate guidance on travel regulations and safety measures.
- Managed groups of up to 30 students during guided tours, ensuring their safety, engagement, and satisfaction by coordinating activities, monitoring behavior, and adapting to unexpected situations.
- Provided personalized recommendations and tailored solutions to meet customers' specific needs and preferences, enhancing their travel experience and fostering long-term relationships.
- Collaborated with tour operators, vendors, and local guides to coordinate logistics, confirm arrangements, and deliver seamless and memorable tours, showcasing strong organizational and communication skills in a fast-paced environment.
Sale Team Leader and Customer Representative
Sunday Travel
Taichung, Taiwan
02.2014 - 11.2019
- Led a team of tour guides by providing clear direction, setting goals, and fostering a collaborative and supportive work environment.
- Ensured an exceptional customer experience by consistently exceeding expectations, addressing customer concerns promptly, and creating memorable and personalized tours.
- Implemented company policies and processes effectively to ensure compliance, streamline operations, and maintain high standards of service quality
- Organized team-building activities and training sessions to enhance communication, build trust, and foster a strong sense of teamwork among tour guides.
- Demonstrated strong leadership skills by making sound decisions, resolving conflicts efficiently, and motivating team members to achieve individual and collective goals.
Travel Consultant
AAA Carolinas
Greenville, SC
06.2021 - 01.2022
- Facilitated customer vacation bookings by researching and presenting tailored travel packages, itineraries, and accommodation options to meet individual preferences and budget requirements.
- Established and maintained strong relationships with Chinese-speaking customers by providing personalized assistance, communication in Mandarin, and cultural insights to enhance their travel experience and satisfaction.
- Contributed to organizational goals by achieving and exceeding sales targets, promoting travel packages, and maximizing revenue through upselling and cross-selling strategies.
- Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring a smooth booking process from start to finish, earning positive feedback and referrals for the travel agency.
Customer Service Representative
Delta Air Lines, Inc
Greenville, SC
01.2022 - Current
- Demonstrated a commitment to Delta's values of integrity, respect, and excellence by upholding company policies, fostering a positive work culture, and delivering exceptional customer service experiences.
- Displayed patience and empathy when interacting with customers in challenging situations, resolving issues, and addressing concerns with a calm and understanding demeanor to ensure customer satisfaction.
- Thrived in a fast-paced environment by multitasking, prioritizing tasks, and adapting quickly to changing circumstances to meet customer needs and uphold service standards.
- Provided top-notch customer service by actively listening to customer inquiries, offering solutions, and following up to ensure customer expectations were met or exceeded.
- Collaborated with team members and departments to streamline processes, share best practices, and maintain a cohesive approach to delivering consistent and high-quality customer service at Delta.
Education
Bachelor of Science - Hospitality Administration And Management
HUNGKUANG UNIVERSITY
Taiwan06-2007
Skills
- Excellent Communication
- Leadership and delegation
- Negotiation and teamwork
- Positive and Professional
- Schedule Management
- Strategic Planning
- Multitasking and Prioritization
- Travel Coordination
- Microsoft Office
- Mandarin-Chinese Language Proficiency
Languages
Chinese (Mandarin)
Native/ Bilingual
English
Full Professional
Japanese
Limited
Certification
- Tour Manager License / Taiwan
- TCSOL- International Teaching Chinese to Young Learners Taiwan
References
References available upon request.
Timeline
Customer Service Representative
Delta Air Lines, Inc
01.2022 - Current
Travel Consultant
AAA Carolinas
06.2021 - 01.2022
Sale Team Leader and Customer Representative
Sunday Travel
02.2014 - 11.2019
Sales Team Leader and Customer Representative
Green International Study Group
05.2012 - 01.2014
Receptionist
Sheraton Hotels
06.2010 - 09.2011
Bachelor of Science - Hospitality Administration And Management
HUNGKUANG UNIVERSITY
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