Ying(Chris) Liu

1. Primarily responsible for leading a team of approximately 15 customer service agents in performance monitoring, quality inspection, and handling customer complaints. The team's overall KPI performance consistently met company requirements.
Also analyzed performance disparities among agents in different teams, identified root causes, and developed tailored solutions to help low-performing agent to improve. Enabled an agent ranked last to achieve 1st place within the team rankings in two months.
2. Well-versed in the company’s internal procedures. Learned updated product information and new procedures weekly and communicated these updates to agents during bi-weekly meetings, ensuring full understanding and 100% implementation of new initiatives.
Provided guidance on agent case handling, coordinated resolution of case related problems with customers, partners, and suppliers, and identified process issues. Feedback the issues to relevant product teams for improvement, facilitating comprehensive problem resolution and reducing smiliar complaint cases.
3. Conducted weekly quality checks of agent's phone calls and emails, reviewing at least two cases per person. Identified communication gaps or procedural errors and engaged in real-time discussions to ensure gradual improvement in quality scores, meeting company expectations.
4. Assisted the regional manager in analyzing booking volume data to identify reasons for fluctuations in booking numbers and customer/partner inbound touchpoints frequency. Find actionable strategies based on data insights to address operational challenges.
5. Supported agent’s career growth by guiding them in professional planning, holding regular discussions to set internal development goals, and providing relevant online courses and feedback. Successfully helped employees enhance their skills and secure internal transfers.
6. Organized and planned regular virtual and offline team activities for office agents, handling procurement, communication, and day-of-event coordination. Achieved an 85-88% participation rate and 100% satisfaction, strengthening team cohesion.
Collaborated with three regional offices to organize joint events, providing opportunities for colleagues from different locations to interact and connect.
7. Planned and executed multiple social volunteer events, with participation ranging from 20 to 50 people. Identified suitable projects, liaised with venue PIC, managed procurement, and coordinated event logistics.

Customer Service Department - Team Leader
team size: 15-18 people
Job responsibility:
1. Deliver company big pictures and changes to the team
2. Maintain team overall performance result and analysis customer satisfactions, check customer comments and try to seek solutions for improving. Overall KPI meet targets.
3. Provide procedure guidance , deliver feedback and arrange coach session bi weekly for lower performers.
4. Recruiting and job interview
5. Arrange and hold soft skill training for the team, eg: communication skills, effective listening and questioning skills etc, support agent's self-development, helped several agents got promotions within company.
6. Had certain project management experiences, with other team leaders together to start and execute the project, eg: internal employee engagement project, responsible for brainstorming the theme, discussed the ground rules, communication, considered the benefits and risk, discuss the performance and development
7. Arrange regular team engagement and team well-being activities, ensure to create humble team environments.

2016 Jun to 2017 Sep:

Customer Service - Partner Specialist

Main responsibility is to help online Partners to maintain the Extranet, checked accuracy of their rate & availability, cancellation policy, payment policy, room category settings, insure property could be bookable.
Checked post reservation and payment status.
Complaint handling, solve the partner's issue
Working with other affiliates and matched information
Finance management, checked property invoice and reservations

Marketing Department - Partner Support Executive
Joined a marketing project at first year of Booking, the goal of this project was helping target China 30,000 properties open and bookable.
Job Responsibility includes:
Explained cooperate contract and working model to new partner
Trained partner how to use Extranet, set up rates & availabilities, rate breakdown and promotions, room category, mapping location, optimize property photos and front page, increase exposure rate and ranking
Input relevant property's room selling information on Extranet, opened and bookable on website.
Local chain properties open and bookable, input relevant property's room selling information on Extranet
Finance invoice management, invoice tracking and follow up.

1. Worked with engineers to maintain all system and software working properly

2. Attended daily front office meeting, delivered important guest information to the team and made proper arrangements, especially vip guest.

3.Performance evaluation, checked agent’s satisfaction comments and provided feedback
4. Responsible for new hire training, till they could work individually
5. Arranged relevant work trainings for team members for their long term career development, eg: communication skills training, learned how to use more professional expressions to customers; Food & beverage class, learned food & beverage related knowledge, knew each food recipe and ingredients of the menu, it’s easier to introduce to customers when they were making in-room dining order;
6.Complaint handling, solve the guest's issue
7. Arranged working schedule and leave arrangements.

1. Checked in / out for customers, arranged VIP rooms and car pick up service
2.Handled guest’s inquiries and make proper arrangement
3. Made room reservation order and arranged required airport transportation, took in-room-dining order
4.Handled OTA reservations & reservations check
5.New hire training, monitoring performance result and arrange coach sessions.
6. Complaint handling, helped to solve the guest issue
7.Work shift arrangements
8. Was one of the trainer Hotel Knowledge training, trained hospitality students at school.