Kam Wong
Summary
Dedicated Customer Service Specialist with around 2 years of experience in high-volume hospitality support. Offering expertise in multi-channel communication (phone, live chat, email), independent complaint resolution, and proactive follow-up to ensure high satisfaction. Energetic self-starter able to navigate high-stress environments with consistent performance under pressure.
Overview
4
4
years of professional experience
11
11
years of post-secondary education
Work history
Call center agent
W Macau - Studio City
Macao
2024.03 - Current
Job accountability:
- Handled ~100 inbound calls/day in high-pressure environment, delivering instant accurate solutions
- Managed communications via phone, live chat & email; achieved 100% commitment follow-through
- Independently resolved complaints with First Contact Resolution focus + proactive multi-channel follow-up → reduced repeat contacts
- Coordinated cross-department resources rapidly (similar to e-commerce logistics/finance) → shortened resolution time
- Analyzed daily service data & created Excel call trend reports to drive process improvements
- Maintained international service standards for consistent professional, fast & accurate delivery
Complaint Handling Strengths
- Active listening → identify core issue → offer policy-compliant options
- Immediate escalation & cross-team coordination when needed
- Post-resolution follow-up → confirm satisfaction + collect feedback for recurrence reduction
Dental Intern
Macao Health Bureau
2023.02 - 2023.08
COVID-19 Nucleic Acid Sampler
Puruisha Medical Health Technology Co., Ltd.
2022.07 - 2022.12
Education
Bachelor - Dentistry
Sun Yat-sen University
Guangzhou, China 2017.09 - 2022.06
Yuet Wah College
Macao 2011.09 - 2017.06
Skills
Microsoft Office : Advanced Excel (data analysis) and Outlook
Cisco telephony
Quick learner: mastered Opera PMS, ResDiary etc within 2 weeks from zero experience, demonstrated adaptability to new platforms
Languages :
- Cantonese (Native)
- Mandarin (Fluent)
- English (Fluent)
- Japanese (Basic)
Timeline
Call center agent
W Macau - Studio City
2024.03 - Current
Dental Intern
Macao Health Bureau
2023.02 - 2023.08
COVID-19 Nucleic Acid Sampler
Puruisha Medical Health Technology Co., Ltd.
2022.07 - 2022.12
Bachelor - Dentistry
Sun Yat-sen University
2017.09 - 2022.06
Yuet Wah College
2011.09 - 2017.06