Teneille Tang Wing

• Developing expertise in destination marketing, service quality, sustainable tourism and visitor experience with a focus on Small Island Developing States (SIDS). • Completing projects on market segmentation, positioning and destination branding, including case studies on Tobago and other island destinations. • Applying prior experience in customer service and performance analytics to analyse tourism services, visitor feedback and service delivery. • Engaging with industry events (e.g. World Travel Market) and guest lectures to build networks across the UK, European and global tourism sectors.

• Led quality monitoring for customer interactions, focusing on empathy, clarity and effective problem resolution across contact centre teams. • Used scorecards and data analysis to identify service gaps and highlight training needs that improved overall customer experience and retention. • Collaborated with supervisors and managers to refine service processes, policies and call flows to enhance customer journeys. • Provided coaching and feedback to front-line staff to raise standards of courtesy, professionalism and service consistency.

• Managed residential and business customer accounts, focusing on credit risk, payment arrangements and account rehabilitation. • Communicated clearly and sensitively with customers regarding billing issues, payment plans and service continuity, maintaining a service-oriented approach. • Contributed to revenue protection and retention, balancing organisational policies with customer needs. • Prepared reports and updates on aged debtors, collections performance and account status for management.

• Delivered front-line customer service via phone, email and other channels, resolving technical, billing and service-related queries. • Handled high volumes of interactions while maintaining professionalism, patience and solution-focused communication. • Used multiple systems to track issues, document interactions and follow through on resolutions. • Built strong skills in service recovery, de-escalation and turning negative experiences into positive ones.

• Supported day-to-day operations in a service environment with strong links to mobility, safety and customer support. • Coordinated schedules, documentation and communication between teams and clients. • Assisted with customer enquiries, incident documentation and follow-up, contributing to reliable and reassuring service delivery. • Maintained accurate records and reports, strengthening operational oversight and service continuity.

• Provided check-in, boarding and customer assistance for airline passengers in a busy airport environment. • Ensured compliance with aviation and safety procedures while maintaining a friendly and efficient service. • Assisted passengers with special requests, disruptions and service issues, often under time pressure. • Worked closely with airline and ground staff to maintain on-time departures and smooth passenger flows.