Ziyan Mao
Unadilla,GA
Summary
Driven Guest Service Representative with proven expertise in customer service and computer skills honed at Disney Cruise Lines. Excelled in enhancing guest satisfaction through effective resolution of complaints and inquiries, and adept at modifying reservations to meet guest needs. Skilled in documentation and first aid, demonstrating a detail-oriented approach and flexibility in scheduling to ensure exemplary guest accommodations.
Overview
4
4
years of professional experience
Work History
Guest Service Representative
Disney Cruise Lines
12.2018 - 08.2020
- Welcomed guests on arrival, displaying a professional and friendly approach.
- Responded to guest inquiries, complaints, and special requests to increase customer satisfaction.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Resolved guest complaints and discrepancies promptly and courteously.
Overseas Sales
Li-jing E-commerce Co,Ltd.
09.2017 - 11.2018
- Increased overseas sales by developing and implementing targeted marketing strategies.
- Strengthened client relationships through regular communication and prompt resolution of issues.
- Expanded market presence by identifying and establishing partnerships with key international distributors.
- Enhanced product visibility by designing and executing high-impact promotional campaigns for overseas markets.
- Conducted market research to identify new opportunities and target markets.
Receptionist
Sheraton Futian Of Shenzhen
09.2016 - 05.2017
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Collaborated with management to improve internal processes and procedures for better workflow optimization.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Coordinated travel arrangements for executives, ensuring seamless itineraries that met all requirements.
- Answered phone promptly and directed incoming calls to correct offices.
Education
Associate of Science - Prenursing Studies
Three Rivers Community College
Norwich, CT08.2022
Bachelor of Science - Tourism Management
Hunan University of Arts And Science
Changde, Hunan 06.2016
Skills
- Customer Service
- Computer Skills
- Guest accommodations
- Detail Oriented
- Flexible Schedule
- Documentation And Reporting
- First Aid Training
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
Guest Service Representative
Disney Cruise Lines
12.2018 - 08.2020
Overseas Sales
Li-jing E-commerce Co,Ltd.
09.2017 - 11.2018
Receptionist
Sheraton Futian Of Shenzhen
09.2016 - 05.2017
Associate of Science - Prenursing Studies
Three Rivers Community College
Bachelor of Science - Tourism Management
Hunan University of Arts And Science
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