Mike Lui

• Established a welcoming and reliable point of contact for clients, offering helpful, empathetic, and clear communication about their case statuses and documentation needs.
• Listened carefully to client questions and concerns, guiding them step-by-step through required paperwork and reducing stress during complex procedures.
• Handled high-volume client inquiries via phone and in-person, ensuring each individual felt heard and supported, which contributed to improved client satisfaction.
• Managed confidential client records accurately and coordinated time-sensitive document deliveries reliably and safely.
• Gathered necessary information from clients for cases, facilitating smoother processing and resolution.
• Delivered customer service by addressing inquiries, fulfilling requests, and solving issues efficiently.
• Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
• Provided high level of service to clients, strengthening relationships and fostering opportunities for future business.

• Provided specialized customer service and product knowledge on propane systems to residential, commercial, and industrial customers, enhancing customer satisfaction.
• Streamlined daily delivery routes between Key West and Miami, improving timely and safe product distribution.
• Implemented strict hazardous material safety protocols during transport, handling, and client-site transfers to ensure compliance and safety.

• Collaborated with team to resolve communication gaps, ensuring timely processing and delivery of client documents.
• Assisted clients and staff by organizing files and answering questions, ensuring smooth and positive experiences.
• Welcomed diverse clientele, providing friendly service to enhance comfort during visits.

• Delivered premium hospitality and brand advocacy for VIP Mercedes-Benz clients at Brickell Icon property, enhancing overall client experience.
• Addressed customer inquiries promptly on-site to enhance service quality. swiftly on-site, reinforcing positive brand image and upholding strict presentation standards.
• Developed brand strategies to enhance market presence and customer engagement.
• Collaborated with marketing teams to create promotional materials and campaigns.
• Conducted market research to identify trends and consumer preferences.

• Crafted targeted lesson plans that empowered international students to overcome language barriers and enhance confidence.
• Employed patience, active listening, and adaptive communication techniques to effectively engage and support diverse populations.
• Facilitated interactive classroom activities to enhance student participation.

Front of House & Hospitality Intern | Conrad Miami Downtown
Month Year – Month Year

• Cross-trained across Front Desk and Food & Beverage (F&B) operations during a comprehensive one-year internship.
• Welcomed guests during check-in, managed reservations, and resolved inquiries to deliver premium front desk customer service.
• Maintained high service standards in F&B environments, coordinating with team members to ensure seamless dining experiences.
• Anticipated guest needs and swiftly resolved complaints to maintain the luxury brand's reputation for excellence.

• Led team in providing exceptional guest service at luxury hotel.
• Provided high-touch hospitality and beverage service in a fast-paced, high-volume environment.
• Provided fast, friendly, and knowledgeable service, effectively addressing routine questions and service complaints.
• Assisted guests with inquiries and resolved complaints promptly.
• Organized daily stock, handled cash, and maintained clean, welcoming customer area to enhance guest experience.
• Handled customer inquiries and complaints in a professional manner.
• Consulted with customers regarding needs and addressed concerns.
• Provided expertise on product knowledge, services, policies and procedures to customers.
• Analyzed customer feedback to identify improvement opportunities in products and services, enhancing overall satisfaction.
• Developed and implemented customer service policies and procedures to improve quality of customer experience.
• Developed strategies for improving customer satisfaction levels.
• Developed strong customer relationships to encourage repeat business.