Jessica Kung

Ensured hotel areas were clean and presentable while monitoring night operations and escalating incidents promptly. Supported guests as front desk, taking room service orders, resolving complaints, preparing food, and assisting with housekeeping and security.

Coordinated crew roster pairing in line with aviation regulations and supported crew inquiries on rosters and bid requests. Delivered a 100% on-time rate by preparing and issuing 1,800+ crews’ rosters monthly and improved the rostering process through feedback.

Built SOP and onboarding materials, created data reports, and presented updates in meetings. Managed monthly roster planning and ensured customer complaints were resolved with timely follow-ups, including designing support logic and KPIs; achieved average resolution time below 2 minutes per enquiry.

Met assigned sales targets and delivered cloud solutions and SaaS recommendations through client needs assessments. Managed the full sales funnel from opportunity and pipeline through contracts and maintained customer relationship management; achieved 100% sales target each month.

Managed eCommerce client accounts via email, telephone, and WeChat, handling transactions and supporting registrations to improve conversion. Ensured AML compliance, drove incentive-based pricing, and mentored new joiners to become professional account executives; ranked No.1 in the incentive program and achieved the highest team sales.

Provided global customer support by phone, including booking itineraries, handling general inquiries, and changing bookings. Delivered after-sales support for worldwide passengers and resolved compliments and complaints, earning written praise awards twice for consecutive months.

Earned a Bachelor's degree in Accounting at Edinburgh Napier University.

Earned an Associate's degree in Accountancy at the Community College of City University (Hong Kong).