Customer Service Management

EDDIE XINGSHU CHEN

Rochester, NY-***** 585-***-**** *******.****@*****.*********.*** https://www.linkedin.com/chenxingshu/

EDUCATION

SIMON BUSINESS SCHOOL, University of Rochester - Rochester, NY

Master of Science, Marketing June 2015

• Merit Scholarship recipient

• Member: Simon Pricing Club, Simon Marketing Association, Simon Volunteers

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SUN YAT-SEN UNIVERSITY - Guangzhou, China

Bachelor of Business Administration, Event Management June 2013

• Awarded National Scholarship

• Represented University at Young Hotelier Summit Asia in October 2012

EXPERIENCE

CLUB MED KANI - Maldives Aug. 2013 - May 2014

France-based operator of all-inclusive vacation resorts with over 80 properties across Europe, America and Asia

Food & Beverage Sales Representative, Chinese Public Relations

• Led marketing strategy for Sunset Cruise project; set the price, designed sales and promotional plans with a cross-functional team

that led to highest single-day profit ever recorded, won Club Med’s highest recognition award for the season

• Created custom solutions based on core demographics, such as setting up cocktail parties, wine sales and services, tailoring

customized travel plans and coordinating the annual honeymoon event that attracted over 100 Taiwan newlyweds

• Prioritized and addressed dynamic pricing opportunities for excursion projects based on consumer types, consumer needs and

consumer’s willingness to pay which led to a 6% increase in revenue

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AMANFAYUN RESORT - Hangzhou, China June 2013 - Aug. 2013

A property of Aman Resorts, a leading chain of luxury resorts with 28 properties across 15 countries

Guest Service Assistant, Front Office

• Provided superior customer service by facilitating efficient check-in procedures for guests and arranging visits to local attractions;

implementation of these services led to a 5% increase in customer satisfaction and retention rate

• Successfully convinced the management team to adapt safety policies to help improve sanitary conditions in the lobby bar such as

implementation of a preventative food safety system

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GRAND HYATT - Guangzhou, China Sept. 2012 - Jan. 2013

$9 bn global premium hospitality firm that manages over 585 properties across 50 countries

Food & Beverage Guest Assistant

• Launched new marketing strategies such as the Happy Hour Beverage Buffet to targeted in-house foreign guests during the Canton

Fair, the largest trade fair in China and increased revenue by over 15% year-on-year

• Conceptualized and initiated a comprehensive bilingual training program for the bar service team that enhanced customer

interaction and achieved higher guest satisfaction

• Trained eight team members in elementary English and oral presentation skills that covered topics such as professional greetings,

western table manners and customs

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INTERNATIONAL YOUTH HOSTEL - Cologne-Deutz, Germany July 2012 - Sept. 2012

A federation of 70 National Youth Hostel Associations with over 4,000 affiliated hostels across 80 countries

Management Intern

• Designed and conducted a market research project focused on understanding Chinese visitors’ preferences on accommodations and

their perceptions of tourist attractions in Cologne, successfully delivered the core insights to senior management

• Led a quality management project that included to evaluate the firm

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SKILLS & INTERESTS

• Technically proficient at Microsoft Excel, PowerPoint, SQL, Tableau and R

• Proficient in English (business fluent), Mandarin (native), Cantonese (business fluent) and Spanish (basic)

• Volunteered at the Xerox Rochester International Jazz Festival, one of the largest jazz festivals in America

• Volunteered at East Avenue Grocery Run, a fund-raising race for food donation in the Greater Rochester Area

• Hobbies: Diving ( PADI dive-master certified), wine connoisseur, skiing, surfing and jet-skiing

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