Wun Fong Vong
Macao
Summary
Determined professional with 2 years of SENIOR AGENT experience. Proven strengths in Call handling and problem-solving . Considered team player and mentor.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Contact Center Senior Agent
Melco Resorts & Entertainment
Macao
2023.07 - Current
- Morpheus Hoel Reservation
- Nüwa Hotel Reservation
- Generated daily reports and checked on bookings and cancellations for management review.
- Developed strategies for improving customer experience through better communication and problem-solving techniques.
- Collaborated with other departments to ensure timely resolution of customer inquiries and issues.
- Maintained a high level of professionalism when interacting with customers via phone, email, or chat.
- Identified opportunities for cross-selling products or services based on customer needs.
Contact Center Agent
Melco Resorts & Entertainment
Macao
2022.08 - Current
- Studio CIty Hotel Reservation
- Studio City Entertainment Hotline
- Altira Hotel Reservation
- Provided detailed information about hotel amenities, services, and room features.
- Processed reservations by entering relevant data into the reservation system.
- Assisted customers with all inquiries regarding availability, rates, and specials.
- Responded promptly to customer inquiries via telephone or email.
- Upsold additional services such as upgrades, tours, and activities when appropriate.
- Greeted guests and provided information regarding available entertainment activities.
Part Time Shop Assistant
Don Don Donki
Macao
2021.08 - 2022.04
- Assisted in maintaining store appearance by stocking shelves, organizing displays, and ensuring cleanliness of the shop floor.
- Operated the cash register to process customer purchases accurately and efficiently.
- Handled incoming shipments and ensured that all items were properly tagged and priced before placing them on shelves or counters for sale.
Internship of Procurement Officer
Sands China Limited
Macao
2020.06 - 2020.12
- Reviewed invoices and purchase orders for accuracy
- Monitored supplier performance metrics such as delivery times, quality of goods and services, pricing levels.
- Managed supplier relationships by providing timely responses to inquiries, addressing issues promptly.
- Reviewed invoices and purchase orders for accuracy and completeness prior to payment processing.
Education
Bachelor of Science -
Macao University of Tourism
Macao2022-06
High School Diploma -
Colegio Diocesano De Sao Jose 6
Macao2018-06
Junior High School -
Pui Ching Middle School
Macau2017-07
Skills
- Follow-up skills
- Call handling
- Customer Service
- Professional phone voice
- Opera system expert
Accomplishments
- 2024 Morpheus Forbes Travel Guide Quality Assurance 100 marks
- 2024 Altira Forbes Travel Guide 100 marks
Certification
- Being a team leader of Population Census in 2021
- President of Volunteer Group in 2015 (CDSJ6)
- Driving License
Languages
Cantonese
First Language
English
Advanced (C1)
C1
Mandarin
Advanced (C1)
C1
Japanese
Intermediate (B1)
B1
Timeline
Contact Center Senior Agent
Melco Resorts & Entertainment
2023.07 - Current
Contact Center Agent
Melco Resorts & Entertainment
2022.08 - Current
Part Time Shop Assistant
Don Don Donki
2021.08 - 2022.04
Internship of Procurement Officer
Sands China Limited
2020.06 - 2020.12
Bachelor of Science -
Macao University of Tourism
High School Diploma -
Colegio Diocesano De Sao Jose 6
Junior High School -
Pui Ching Middle School
- Being a team leader of Population Census in 2021
- President of Volunteer Group in 2015 (CDSJ6)
- Driving License
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