TRISTA LAM

** ****** ** ., ***** *** Toronto, Ontario M5V 3H9

647-***-**** adc4lb@r.postjobfree.com

PROFESSIONAL PROFILE

• 9+ years of working in office administration and customer service across various industries including travel, telecommunication, and food and beverage

• 5+ years of demonstrating excellent communication skills and exceptional ability to resolve complex, interpersonal issues and win customer loyalty through face-to-face and phone interactions at Cathay Pacific and Bell Canada

• Detail-oriented professional with experience in data entry, bookkeeping, payroll and coordinate the flow of documents around a company from working at BMW and Mabu Generation restaurant franchise

• Proficient in: Microsoft Office (Word, Excel, Powerpoint & Outlook)

• Keyboard WPM: 55

• Trilingual in English, Cantonese, and Mandarin

WORK EXPERIENCE

Administrative Manager, Mabu Generation October 2019 - Present

• Supervising day-to-day operations and administrative department across 4 restaurants in the Mabu Generation franchise located over the GTA with annual revenue over $10,900,000

• Meticulously prepare monthly accounting reports and payroll and billing; responsible for inventory control and purchasing food ingredients with a budget

• Support in hiring and training new personnel by evaluating around 70 employees in the company and overseeing staff schedules

• Directly assist the CEO by scheduling meetings, managing calendars, coordinating travel and scheduling in executive meetings

• Handle an average of 50 email inquiries and phone calls a day and compose weekly reports to summarize the progress of the business

Flight Attendant, Cathay Pacific Airways August 2015 - September 2019

• Successfully completed over 4,200 hours of international flights with commercial jets holding up to 368 passengers per flight

• Provided exceptional service through serving meals and refreshments and responding to passenger’s needs; received an individual performance rating of 95% from over thousands of passengers surveyed

• Composed more than 100 detailed reports on passenger disputes and aircraft and cabin malfunction for in- flight managers in a timely manner

• Ensured safety of over one million passengers as in-flight safety officer by examining safety equipments and aircraft doors are properly equipped, observance of passengers according to safety procedures in order to prevent hazards mid-flight

Business Development Coordinator, BMW Toronto November 2014 - August 2015

• Corresponded with clients to understand their needs and liaised with relevant departments, answering queries on vehicle warranty and service requirements, and independently resolving 80% of requests prior to escalation

• Administered vehicle service appointments in a courteous and efficient manner while supporting the sales and service teams with cross-functional responsibilities including transaction processing and data entry Bilingual Customer Service Representative, Bell Canada June 2013 - November 2014

• Awarded multiple times for top customer satisfaction rate based on call quality, sales referrals and customer feedback by addressing incoming inquiries and offering product solutions

• Consistently exceeded monthly personal productivity targets by over 90% when responsible for first contact resolution

Client Service Associate, Tai Pan Tours November 2011 - May 2013

• Handled over 300 travel-related incidents and responded to client complaints in a respectful but assertive manner to ensure issues are investigated and resolved

• Delivered product knowledge and sales training to new staff, improving overall team performance by 85%

• Partnered with department managers to assure that team activities ran smoothly, managed office operations for a team of analysts and project managers and prepared weekly and monthly reports for unit meetings EDUCATION

George Brown College - School of Hospitality and Tourism April 2011 Ontario College Diploma for Hotel Management

Relevant coursework: Accounting - Human Resources Management - Strategic Revenue Management - Cost Control

Contact this candidate