JIA RU LIEW

March 2021 - Present

• - Homestay Management:

Successfully managed a family-owned homestay in Shenzhen, China, ensuring high guest satisfaction through exceptional service and attention to detail.

• Tour Planning:

Designed and executed memorable travel experiences for guests, showcasing local attractions and cultural insights.

• Jewelry Business Management

Oversaw the daily operations of a family-owned jewelry shop, including inventory management, customer relations, and financial planning.

• Led a team of 15 customer service representatives, achieving a 10% increase in customer satisfaction ratings.
• Implemented new customer service protocols, resulting in a 20% reduction in average call handling time.
• Conducted regular team training sessions to enhance communication and problem-solving skills.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Managed approximately 30 incoming calls, emails and faxes per day from customers.

• Handled customer inquiries and complaints effectively, ensuring timely resolution and maintaining positive customer relations.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.

• Enhanced hotel operations efficiency by assisting in various departments such as front desk, housekeeping, and food and beverage.