Wai Man Yau (Manson)
Summary
With more than 10 years of experience in the customer service industry, developed outstanding communication and interpersonal skills, competent to interact with people of different backgrounds and able to converse effectively with different people. Capable of taking initiative in communicating with other team members, and able to develop strong peer and professional relationships.
Strong analytical and problem-solving skills, able to deal with problematic issues and perform critical analyses. Capable of providing appropriate solutions with relevant tools and applications.
Overview
12
12
years of professional experience
Work History
Executive – Resorts Sales
Melco Resorts & Entertainment
Macau
2021.01 - Current
- Addressed customer inquiries via calls and different message platform, providing detailed information about products and services.
- Managed over 120 customer interactions per day.
- Delivered exceptional service and resolved various issues for diverse range of guests.
- Facilitated accommodation reservations for guests during their stay in Macau.
- Collaborated effectively with multiple departments within Melco to ensure seamless and enjoyable experience for our guests in Macau.
Host Representative – Elite Services
Melco Resorts & Entertainment
2019.01 - 2021.01
- Delivering exceptional services and resolving issues for VIP guests without making any mistakes.
- Supporting global marketing department in executing their responsibilities.
- Collaborating with diverse departments within the company to ensure VIP guests enjoy seamless experience in Macau.
- Managing requests from various Junkets within Studio City.
Premium Service Representative/Account Sales Representative(Australia)
Suncity Group
2018.01 - 2019.01
- Provided primary customer support to internal and external VIP guests.
- Managing routine operations in marketing department for SunCity junkets in Macau.
- Highlighting the advantages to VIP guests of membership in SunCity Group.
- Increased VIP guests retention with exceptional interpersonal skills and proactive problem-solving abilities.
Representative – Club Marketing
Wynn Palace
2016.01 - 2017.01
- Effectively engage with guests to foster positive relationships and facilitate integration of new members.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Gathered, organized and input information into digital database.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Representative
Kiehl's David Jones
2012.01 - 2014.01
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Work within established guidelines, particularly with brands
- Collaborated with team members to create positive work environment, resulting in higher employee retention rates.
- Increased repeat business through exceptional service, building trust and loyalty among clients.
- Successful increased brand ranking from 25th to 5th within David Jones.
Education
Bachelor of Arts - Games And Interactivity
Swinburne University of Technology
Melbourne, Australia08.2013
Diploma - Multimedia
Cambridge International College
Melbourne, Australia12.2010
Certificate III - Graphic Prepress
Cambridge International College
Melbourne, Australia12.2009
High School Diploma -
China Holiness Church Living Spirit College
Hong Kong, China07.2008
Skills
- Multilingual; Fluent in English, Mandarin, Cantonese
- Cisco Finesse
- Microsoft Dynamics CRM / Pega systems
- Opera hotel system
- Microsoft Office
- Adobe Photoshop, Illustrator, Indesign, After Effect
- Autodesk Maya, 3DS Max
Accomplishments
- Received an outstanding 95% Mystery Shopping result, which was the top 10% for the division
- One of the top sellers of the shop
Achievements:
Kiehl's David Jones - Melbourne, Australia
Projects
2015 - 2016, Dark Ring: Hong Kong (Card Game), https://www.kickstarter.com/projects/1806727411/dark-ring-hong-kong-0
Languages
Cantonese
Native language
Mandarin
Proficient
C2
English
Advanced
C1
Timeline
Executive – Resorts Sales
Melco Resorts & Entertainment
2021.01 - Current
Host Representative – Elite Services
Melco Resorts & Entertainment
2019.01 - 2021.01
Premium Service Representative/Account Sales Representative(Australia)
Suncity Group
2018.01 - 2019.01
Representative – Club Marketing
Wynn Palace
2016.01 - 2017.01
Customer Representative
Kiehl's David Jones
2012.01 - 2014.01
Bachelor of Arts - Games And Interactivity
Swinburne University of Technology
Diploma - Multimedia
Cambridge International College
Certificate III - Graphic Prepress
Cambridge International College
High School Diploma -
China Holiness Church Living Spirit College
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