• Orchestrated the resolution of escalated customer issues, leveraging strong problem-solving skills and a deep understanding of customer needs to implement solutions that enhanced satisfaction and brand loyalty. • Drove customer engagement in the Korean market as the dedicated language specialist, transforming inquiries and operational tasks into opportunities to build relationships and foster customer advocacy. • Facilitated cross-departmental collaboration to analyze existing workflows and translate customer feedback into actionable insights, leading to process improvements and a more seamless customer journey. • Led communication initiatives between global headquarters and the APAC office, fostering a shared vision and driving team motivation to achieve key objectives and business goals. • Championed the development and implementation of comprehensive training programs, empowering staff with the knowledge and skills necessary to deliver exceptional customer experiences and resolve conflicts effectively. • Leveraged customer data and analytics to identify trends, inform strategic decisions, and drive continuous improvement in customer experience across the organization. • Served as a key knowledge resource, ensuring the team consistently operated in alignment with company guidelines and best practices, driving operational excellence.

• Managed all logistical aspects of events, including paperwork, transportation, and scheduling, ensuring seamless execution and contributing to consistently successful internal and external events. • Spearheaded the planning and execution of diverse events, concerts, and overseas functions for high-profile celebrities, consistently exceeding client expectations and earning positive feedback. • Cultivated strong client relationships through frequent phone and email communication, managing expectations effectively and adapting quickly to last-minute changes while actively seeking new business opportunities. • Collaborated closely with clients to understand their unique needs and objectives, translating their vision into meticulously planned and flawlessly executed events that consistently achieved desired outcomes.

• Streamlined document management by implementing a systematic filing system and digitizing communication channels, ensuring efficient retrieval and traceability of information. • Cultivated strong, long-term professional relationships with clients, fostering a mutually beneficial environment based on trust and open communication. • Provided comprehensive support to the Director and their family, assisting with their transition and integration into daily life in Hong Kong.