Cecilia Leong
Summary
Detail-oriented professional with bilingual abilities combines with integrity as frontline corporate representative. Well-educated and poised with superior communication skills. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction.
Team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
33
33
years of professional experience
Work History
Executive Club Concierge
The Ritz Carlton Singapore
08.2022 - Current
- Enhanced guest satisfaction by promptly addressing and resolving inquiries, requests, and concerns through active listening, conflict resolution, and dynamic communication skills.
- Streamlined daily operations for increased efficiency by implementing organizational systems and assigning tasks to team members
- Collaborated with various departments to create tailored offerings for VIP clients, resulting in increased loyalty and repeat business
- work the position of Butler in many occasions for our VIP clients
- Trained new concierge staff on company policies and best practices, elevating overall team performance.
- Maintained up-to-date knowledge of local happenings and venues to provide accurate information to guests seeking recommendations or assistance.
- Monitored facility conditions to ensure cleanliness standards were met consistently, addressing any issues promptly as needed.
Patient Care Associate
National University Hospital
09.2021 - 07.2022
- Facilitate patients journey through the various points in our out patient clinics and provide strong support to our clinicians in their delivery of quality care to our patients.
- Increased staff efficiency by training new Patient Care Associates on best practices, policies, and procedures within the unit.
- Participate in team project works to make continuous improvements to clinic's operations and service quality
- Streamlined workflows by maintaining a well-organized and efficiently run unit, ensuring timely completion of tasks.
- Promoted a safe and clean environment through strict adherence to infection control protocols and regular room sanitation due to COVID precautions
- First aid qualified
Technical Support Representative
GovTech Singapore
11.2020 - 05.2021
- Customer call centre techinical support for TraceTogether Token and phone application During COVID
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Duties include management of high volume of emails
International Flight Purser
United Airlines
07.1991 - 10.2020
- Delivered personalized attention to premium passengers by anticipating their needs and preferences, reinforcing a high level of customer loyalty.
- Ensured safety and comfort of passengers by conducting pre-flight briefings and demonstrating safety procedures.
- Streamlined communication between cabin crew members, fostering a cohesive and efficient team environment. Collaborate with pilots to maintain awareness of flight status,ensuring timely updates for passengers during unexpected delays or changes
- Trained new cabin crew members on company policies, customer service standards, and emergency procedures to ensure consistently high-quality service delivery.
- Fostered partnerships and supportive relationships with local airport operations to facilitate corporate initiatives.
- Maintained and completed administrative records and documents to meet company requirements.
Education
GED -
Woodsville Pre University
Singapore01.1990
High School Diploma -
Fairfield Methodist School
Singapore1986
Skills
- Time Management Expertise
- Exceptional Communication
- Effective Multitasking
- Networking capabilities
- Guest relations experience
- Resourcefulness and creativity
- Active listening
- Concierge services background
- VIP handling
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Advanced (C1)
Chinese (Cantonese)
Advanced (C1)
Timeline
Executive Club Concierge
The Ritz Carlton Singapore
08.2022 - Current
Patient Care Associate
National University Hospital
09.2021 - 07.2022
Technical Support Representative
GovTech Singapore
11.2020 - 05.2021
International Flight Purser
United Airlines
07.1991 - 10.2020
GED -
Woodsville Pre University
High School Diploma -
Fairfield Methodist School