YING HE
Abu Dhabi
Summary
Dynamic professional with expertise in Customer Relationship Management, adept at enhancing business relationships through effective data management. Demonstrates strong leadership and management skills, successfully guiding customer service teams to achieve departmental objectives. Skilled in conflict resolution and problem-solving, ensuring customer satisfaction through practical solutions. Utilises excellent communication skills in English and Mandarin to foster clear and empathetic interactions. Competent in data analysis, leveraging customer feedback to drive informed decision-making.
Overview
8
8
years of professional experience
Work history
Customer Service Manager
Villaggio Hotel
Abu Dhabi
01.2018 - 08.2025
- Supervising a team of customer service staff and overseeing daily customer service operations.
- Handling escalated customer complaints and complex issues to ensure timely and effective resolution.
- Developing and implementing customer service policies, procedures, and standards to improve service quality.
- Training and mentoring customer service representatives to maintain high standards of service delivery.
- Analyzing customer feedback and performance data to identify areas for improvement and create strategies to enhance the overall customer experience.
- Collaborating with other departments to ensure a cohesive and customer-focused approach.
- Keeping accurate records of customer interactions and correspondence.
Customer Service Manager
Villaggio Hotel
Abu Dhabi
01.2018 - 08.2025
- Supervising a team of customer service staff and overseeing daily customer service operations.
- Handling escalated customer complaints and complex issues to ensure timely and effective resolution.
- Developing and implementing customer service policies, procedures, and standards to improve service quality.
- Training and mentoring customer service representatives to maintain high standards of service delivery.
- Analyzing customer feedback and performance data to identify areas for improvement and create strategies to enhance the overall customer experience.
- Collaborating with other departments to ensure a cohesive and customer-focused approach.
- Keeping accurate records of customer interactions and correspondence.
Education
Secondary School
Skills
- Customer Relationship Management (CRM): Proficient in managing customer interactions and data to improve business relationships
- Team Leadership & Management: Experienced in leading, motivating, and managing a customer service team to achieve departmental goals
- Conflict Resolution: Skilled in de-escalating difficult situations and resolving customer complaints effectively and professionally
- Communication: Excellent verbal and written communication skills in English and Mandarin, with a focus on clear and empathetic interactions
- Problem-Solving: Adept at identifying and analyzing issues to develop practical solutions that satisfy customer needs and company objectives
- Data Analysis: Competent in using customer feedback and performance metrics to make data-driven decisions
Personal Information
- Name: YING HE
- Nationality: China
- Date of Birth: 1982-01-29
- Marital Status: Married
Languages
English
Beginner
Chinese (Mandarin)
Native
Timeline
Customer Service Manager
Villaggio Hotel
01.2018 - 08.2025
Customer Service Manager
Villaggio Hotel
01.2018 - 08.2025
Secondary School
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