Summary
Overview
Work History
Education
Skills
Language
References
Timeline
Generic
Charlotte Poon

Charlotte Poon

Summary

Multi-faceted, efficient and reliable professional with over 26+ years of facilities experience partnering Management, Clients, Contractors, staff to achieve win-win solutions. Diversified skillsets covering technical advice, administrative support, client relations, report writing, human resources, financial and project management. Assertive and empathetic communicator to all, from Management, Clients, Patients, Contractors and Staff etc. Patients-centric

Experienced with team leadership, operational management, and customer service excellence. Utilizes strategic planning and problem-solving skills to enhance team productivity and service quality. Track record of fostering collaborative and adaptable workplace.

Overview

34
34
years of professional experience

Work History

Assistant Manager

National Kidney Foundation (NKF)
10.2017 - 05.2025
  • Communications representative for the Foundation and its 43 dialysis centers
  • Compilation of renal specialists/doctors’ journals and forwarding for on-line submission
  • Receiving of feedback from Members of Public (MOP) and stakeholders (eg. Patients and caregivers). Worked with various departments to resolve the feedback.
  • Preparation, planning, execution of Townhall and Management meetings.
  • Maintain the mailing list for the department.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Supervised day-to-day operations to meet performance, quality and service expectations.

Senior Executive / Assistant Manager

National Kidney Foundation (NKF)
09.2005 - 10.2017
  • Manages the phone lines (call centre) of the foundation, emails and reception area.
  • Supervisory role to a group of colleagues who manages the administrative duties of the foundation i.e. photocopiers, AV equipment, meeting rooms bookings and setting up of the meeting rooms, setting up new phone lines, medical fridge, dialysis centre set up etc.

Executive / Senior Executive

National Kidney Foundation (NKF)
09.1998 - 09.2005
  • Preparation to stakeholders/corporate organisations for donor appeals for kidney patients’ programs.
  • Manages the phone lines of the foundation, emails and reception area.
  • Manage the Prevention clinic – oversee the operations of the clinic, coordinating and scheduling of health screening, billing and health reports.
  • Preparation of reports.

Assistant Manager

Renaissance & New World Hotel
01.1995 - 08.1998
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Enhanced customer satisfaction by streamlining communication channels and improving response times.

Guest Relations Officer

Omni Marco Polo Hotel
01.1993 - 12.1994
  • Greeted guests upon arrival and offered assistance.
  • Managed VIP guest relations, ensuring exceptional service levels were met at all times.
  • Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
  • Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Coordinated special requests from guests, including transportation arrangements or local activity bookings.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Collaborated with hotel departments to ensure seamless guest experiences during their stay.
  • Assisted in updating hotel information systems for streamlined operations and better data management.

Guest Relations Officer

Hotel Equatorial Kuala Lumpur
01.1991 - 12.1992
  • Handled reservation inquiries efficiently, optimizing room occupancy rates throughout the year.
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
  • Kept detailed records of all guest transactions throughout their stay for accurate billing at checkout time.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Participated in promotional campaigns targeting potential customers, leading to increased brand awareness and higher booking rates.
  • Trained new staff members on company policies, procedures, and customer service standards.
  • Organized guest events and activities to create memorable experiences and foster positive relationships.

Guest Relations Officer

The Crown Princess Hotel
01.1991 - 12.1992
  • Implemented new strategies for upselling hotel services, leading to higher revenue generation.
  • Provided timely assistance with any issues that arose during a guest''s stay, ensuring quick resolution of problems.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Conducted regular room inspections to maintain high-quality accommodations for all guests.
  • Improved overall guest experience by monitoring feedback surveys and implementing necessary changes.
  • Developed strong rapport with frequent guests, building trust and encouraging brand loyalty.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Investigated and resolved customer inquiries and complaints quickly.

Education

Diploma -

Taylor’s College
01.1987

SPM (Sijil Pelajaran Malaysia) - undefined

Bukit Bintang Girls’ School
01.1985

Skills

  • MS Office- Excel, Word, Powerpoint, Outlook
  • Zoom and other tele-conference platforms
  • Team leadership
  • Problem-solving
  • Decision-making
  • Staff training and development
  • Staff supervision
  • Conflict resolution
  • Orientation and training
  • Employee performance evaluation

Language

English
Mandarin
Cantonese

References

References- Available upon request

Timeline

Assistant Manager

National Kidney Foundation (NKF)
10.2017 - 05.2025

Senior Executive / Assistant Manager

National Kidney Foundation (NKF)
09.2005 - 10.2017

Executive / Senior Executive

National Kidney Foundation (NKF)
09.1998 - 09.2005

Assistant Manager

Renaissance & New World Hotel
01.1995 - 08.1998

Guest Relations Officer

Omni Marco Polo Hotel
01.1993 - 12.1994

Guest Relations Officer

Hotel Equatorial Kuala Lumpur
01.1991 - 12.1992

Guest Relations Officer

The Crown Princess Hotel
01.1991 - 12.1992

SPM (Sijil Pelajaran Malaysia) - undefined

Bukit Bintang Girls’ School

Diploma -

Taylor’s College

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Charlotte Poon