Chester TSANG

• Facilitated onboarding training for new joiners, including mentorship and practical sessions. • Developed and maintained training materials, ensuring up-to-date resources. • Conducted audits of the Partner Service Center, identifying service quality gaps and training needs. • Revamped policies to align with business requirements and coordinated developmental training. • Delivered training for internal teams and external partners on new tools and procedures. • Managed vendor relationships and resolved issues reported by front-line agents.

• Addressed partner inquiries via email and phone, providing solutions for backend settings and menu updates. • Supported new partner onboarding processes and updated local email templates. • Provided adhoc assistance to Account Managers to enhance partner's operation efficiency.

• Supervised operations at check-in counters and boarding gates, ensuring service standards were met through collaboration with various departments. • Managed customer inquiries and issues, enhancing passenger experience with timely responses. • Engaged in cross-departmental communications with international colleagues and partner airlines to streamline operations.

• Provided exceptional service to premium customers, including first-class travelers and VIPs, ensuring prompt and professional assistance. • Managed inquiries in the lounge and via phone, offering tailored solutions to enhance customer satisfaction.

• Provided essential assistance to customers at check-in counters and boarding gates, ensuring a seamless travel experience. • Conducted administrative tasks such as preparing arrival flight reports and managing service requests efficiently. • Supported passengers with special needs, demonstrating empathy and professionalism throughout the process.

• Assisted in managing classroom activities for students with disabilities, ensuring a safe and conducive learning environment. • Supported teachers in preparing educational materials and resources for effective teaching.

• Supported student learning and engagement through administrative tasks and classroom management at Fortress Hill Methodist Secondary School in Hong Kong SAR. • Organized and executed various student activities to foster participation and collaboration, enhancing the overall learning experience.

• Responded to parental inquiries regarding course enrollment and provided after-school homework and interest class instruction. • Promoted educational enhancement schemes among students and parents, effectively coordinating with tutors.