Connecting clients with the best experts and research to propel them to success in their mission-critial priorities.

- Bridged guests and partners to resolve medium to high complexity issues by phone, email, and live chat channels averaging 800 contacts per month. - Adapted to continuously changing methods and processes based on current trends in the travel industry aligned with regional and country-specific regulations to provide accurate, valid, and complete information.- Focused on empathy and personalization to ensure high levels of customer service to guarantee positive interaction experiences across all channels.- Supported colleagues in peer learning while also staying open to feedback and new ideas to promote a productive and efficient learning environment.

•Analyzed job descriptions by researching target companies and client requirements to efficiently pinpoint potential candidates through available databases, LinkedIn, referrals, and direct approaches.•Identified and screened candidates by cold-calling, reviewing resumes, conducting phone interviews, summarizing key points, and briefing clients on skill and achievement highlights.•Functioned as key negotiator between clients and candidates to schedule interviews, request and provide feedback, and conduct reference checks in a timely and effective manner.•Followed-up with the performance and career development of candidates before and after placement to ensure quality of service and strengthen relationships with both candidates and clients.•Built a network of professional contacts to improve the speed and accuracy of the candidate search process to achieve company established KPI’s and performance projections for each set period.

•Managed guest requests, feedback, and complaints face-to-face or through requested channels including phone calls, texts, and emails in a timely manner, reporting necessary details to upper management to ensure each guest feels welcomed and valued before, during, and after their stay.•Coordinated the accurate execution of services between departments including front desk, concierge, room service, housekeeping, etc. to uphold five-star customer service experience. •Monitored daily front office operations including front desk and guest relations staff providing support, guidance, and training when needed including English and Mandarin language assistance.

•Executed seamless arrival and departure processes to meet and exceed guest expectations through professional and courteous service in line with Mandarin Oriental’s Legendary Quality Experiences. •Spearheaded the FOCUS up-sell program by consolidating and approving incremental rooms’ revenue from Front Office colleagues to achieve monthly revenue goals while promoting day-to-day upselling of guest accommodations with tracking and incentives and acting consistently as the top performer every month since starting, including reaching revenue goals in August.•Encouraged a climate of team work and enthusiasm by assisting and supporting colleagues whenever possible and acting as Manager on Duty when instructed by the Front Office Manager.•Mentored and trained new Front Office colleagues on hotel operating standards including proper coordination with other departments to deliver tailored and genuine service aligned with brand standards to all guests of the hotel.

•Analyzed labor hours and productivity using company-developed metrics to cut costs and maximize returns in hotel operations. •Processed payroll and compensation through ADP under the supervision of the Director of Human Resources.•Managed sensitive employee information for audits and regular work processes. •Oversaw daily hotel operations and guest services using OnQ.

•Trained 140 new recruits over 8 weeks in proper military conduct, weapons, and equipment usage.•Designated 60+ soldiers every day to tasks and responsibilities including environment preservation, weapon maintenance, and behavioral conduct for military lifestyle.•Monitored the physical and mental well-being of fellow soldiers to prevent illness and injury including provision and inventory of medical supplies.•Resolved conflicts between soldiers to promote harmony and increase morale through effective communication and team-building activities.

Assisted the Human Resources Director and Human Resources Coordinator with:-Pre-hire and new-hire paperwork-Improving the work environment-Employee events, such as the annual awards banquet-Bulletin board updates and job postings-Payroll processing-Employee files-Staff, executives meetings, and conference callsAssisted the Food & Beverage Director and Restaurant Supervisors with:-Monthly inventory reviews-Equipment orders and purchasing-Entering daily tip reports, void reports, and tax exemptions-Minimum wage adjustment reports-BEOs and employee schedules-Guest relations and Easter invitations-Usage of Micros, Delphi, and Attendance Enterprise

-Programmed and led Unity Conferences for more than 100 student leaders -Dedicated six weeks to sub-organizations under AASU to build better mutual understanding -Mentored underclassmen in event planning for AASU Week Game Show 2014-Improved the relationship between student officers through team-building retreats

-Advanced campus diversity through Asian American Studies -Lead engaging educational workshops pertaining to APIA issues-Mentored freshmen in event planning for AASU Week-Established connections between students and faculty-Facilitated seminars for ECAASU 2013 participants-Advocated for Asian American equality and awarenesshttps://catalog.ufl.edu/ugrad/current/liberalarts/minors/asian-american-studies.aspxhttp://apia.multicultural.ufl.edu/programs_initiatives/asian_american_studies_minor/asian_american_studies/