Crystal Mak

• Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
• Oversaw KPI implementation and daily roster for a team of 8 Area Managers
• Responsibilities include managing an entire fleet of riders in terms of
  rider recruitment, rider issues and rider well-being.
• Developed and implemented strategies to improve customer service and increase sales as well as rider service performances.

Responsible for overseeing recruitment processes, screening rider applicants, and handling various administrative tasks.

• Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
• Oversaw talent recruitment and onboarding of new hires.
• Followed up with leads to explain application process and answered questions to increase interest.

• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Sought ways to improve processes and services provided.
• Investigated and resolved customer inquiries and complaints quickly.

Engage in up-selling and deliver outstanding customer service to retain loyal customers while encouraging new customers to become Charles & Keith members.

Served as a Service Center and Housekeeping Coordinator for the first four months, followed by a role as a Front Office Executive during the final two months of the internship.

Served as the primary liaison for the F&B Banquet Department, managing administrative tasks and ensuring the seamless execution of all banquet services.