XU YUJIAO Vanessa
Summary
- Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
- Detail-oriented professional with bilingual abilities combines with integrity as frontline corporate representative. Well-educated and poised with superior communication skills.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Changi Shopping Concierge (Operation Team Leader)
P-SERV(Changi Airport Group)
09.2018 - Current
- Serve customers in four terminals of Changi Airport for take off, landing and transit , guide and solve all problems I encountered in the transit area, and assist them with shopping
- Provided accurate information regarding local attractions, restaurants and activities
- Offer online booking service: special customized one-stop shopping experience, for the guest who shopping at Changi Airport, I will be in the guest side, according to the needs of customers, provide the most convenient shopping route, latest product information and the most valuable promotions,when customers face any shopping problems,I will provide instant solutions, at the same time I also will introduce Changi, Let customers shopping experience more relaxed and wonderful
- Due to the epidemic,faced with the large reduction of flights and the transit customers from some high-risk countries, we launched online shopping platforms, including WhatsApp, WeChat, Alipay and Ctrip and I am the one to in charge of China marketing related enquires
- Online in real time to provide personalized luxury boutique recommendations according to the needs of customers
- Cooperate with express delivery to provide free shipping service to mainland China and Indonesia
- Handle Changi Airport shopping tour mode based on the original one-to-one shopping concierge mode,so as to promote the economic operation of the airport and achieve a win-win situation
- Provide assistance to takeoff passengers to purchase luxury goods in advance and apply for duty-free price for them,We also arrange staff to deliver goods to customers in certain terminals to solve shopping troubles for some takeoff passengers
- Cooperate with different project in Changi Airport, Such as Ishop Changi ,JETQUAY CIP Terminal, Changi Transit Program ,Changi Reward Team,Changi Event team and Buggy team
- Fully understand about different countries' allowance and restrictions and Changi Reward program
- Aware of all luxury and mid luxury brands' product knowledge ,include cigarette ,liquor,skin care and makeup
- Know about all Changi on going promotions include both transit area and public area
- Make sure on ground operation smooth（ect: Arrange MC Coverage and Plan for ground deployment and audit ）Manage daily operations of concierge and monitored staff performance to proactively address inefficiencies.
- Handle customer complaints to satisfy and retain guests
- Contacted previous guests and potential visitors via chats with information on events and hotel to build clientele base.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Translator Freelancer
Changi Airport Group
06.2022 - Current
- Assist Changi Airport China Marketing Team and Jewel Changi Airport Marketing Team with translation from English to Chinese on different social media platforms,ect: 小红书（Red）,Weibo and Wechat, bring up ideas, check KOL contents and make sure content is attractive
- Help with Changi Airport Official Website translation
- Help with Changi-First event translation and other Changi project translation which is needed
- Collaborate with fellow translators to ensure consistency in language usage and style across all documents.
- Support legal teams by providing precise translations of contracts, agreements, and other crucial documentation.
- Deliver high-quality subtitle translations for multimedia content, enhancing viewer comprehension and enjoyment.
- Adapt to ever-changing client needs and project requirements, demonstrating flexibility and a commitment to excellence in all translation work
Senior Cabin Crew(Complex Leader)
Scoot Tigerair Pte.Ltd
09.2013 - 09.2018
- Be professional, punctual and courteous at all times
- Assist passengers in boarding and deplaning aircraft
- Complete pre-flight safety checks to reinforce passenger safety
- Clearly explain and demonstrate safety and emergency procedures to passengers prior to takeoff
- Assist passengers with storing luggage and helped locate seating
- Delivery food and beverage service, reading material and other in-flight services.
- Maintain strict adherence to safety regulations, ensuring the well-being of passengers and crew members during flights
- Sell duty-free goods and advise passengers of any allowance restrictions in force at their destination
- Optimize meal service delivery through careful planning and coordination with catering teams on the ground
- Increase revenue from in-flight sales by effectively promoting products and services available to passengers.
- Reassure passengers and ensure they follow safety procedures correctly in emergency situations
- Resolve passenger conflicts and medical emergencies during flights.
- Play an integral role in perfecting brand image through adherence to uniform guidelines and professional demeanor at all times while interacting with passengers.
- Use excellent customer service skills in addressing passengers' needs.
- Boost overall team morale through effective leadership techniques that fostered a positive work environment among crew members
- Facilitate communication between flight deck and cabin crew prior to and during flights to promote smooth operations
- Collaborate with team members to streamline onboard processes, resulting in smoother flight operations
- Manage inventory levels of onboard supplies, minimizing waste while maintaining adequate stock for each flight''s requirements
- Delivery comprehensive training programs for junior crew members, fostering a culture of continuous learning and development among staff
- Monitor cabin during flights and responded to passenger inquiries or issues
- Support passengers with special needs and provided assistance to wheelchair passengers
- Collect trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean
- Self-motivated, with a strong sense of personal responsibility
- Demonstrate leadership skills in managing projects from concept to completion
- Organize and detail-oriented with a strong work ethic
- Demonstrate a high level of initiative and creativity while tackling difficult tasks
- Prove ability to learn quickly and adapt to new situations
- Work flexible hours across night, weekend, and holiday shifts
- Complete paperwork, recognizing discrepancies and promptly addressing for resolution
- Been flying for Boeing and Airbus both aircraft types
Education
ART DESIGN（Polytechnic） -
NINGXIA UNIVERSITY
06.2014
Skills Awards
- PETS-3（Good at listening, speaking, reading and writing, able to quickly browse English professional documents and books）
- BRITISH COUNCIL ENGLISH CERT FOR SHOPPING CONCIERGE（Good at conmmunicating in English)
- BEIJING ORAL ENGLISH CERTIFICATE (HIGH LEVEL)
- PUTONGHUA LEVEL EXAM CLASS A CERTIFICATE：professional pounce in mandarin speaking,won the national gold medal for hard-pen calligraphy（writing）,reading with standard accent
- Successfully completed ONECHANGI CARE Ambassador Programme
- BEST EMPLOYEE AWARD OF DEC 2018
- BEST TEAM AWARD IN FIRST AND SECOND QUARTER OF 2019
- MICROSOFT OFFICE COURSE COMPLETED CERT
Height Weight
165cm/48kg
Personal Information
- Age: 30 years old
- Expected Salary: 3500SGD-4000SGD
- Gender: Female
- Nationality: China
Timeline
Translator Freelancer
Changi Airport Group
06.2022 - Current
Changi Shopping Concierge (Operation Team Leader)
P-SERV(Changi Airport Group)
09.2018 - Current
Senior Cabin Crew(Complex Leader)
Scoot Tigerair Pte.Ltd
09.2013 - 09.2018
ART DESIGN（Polytechnic） -
NINGXIA UNIVERSITY
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