Provided first-level end user resolution to an average of 50 customer inquiries per day escalated through all access channels (Portal, Chat, Email, and Phone). Responded to client inquiries within established timelines,resulting in a 95% customer satisfaction rate.

 Provided consultative guidance to customers towards the resolution to their service issue, resulting in a 25% decrease in repeat customer inquiries.

 Facilitated cross-border marketing strategies for both Chinese brands entering international markets and international brands expanding into China.

 Key clients include AXA, Hong Kong Trade Development Council, Hong Kong Tourism Board, Ctrip, DFS (Duty Free Shop), UnionPay, Ocean Park, EF (English Town), LETV, Octopus Card, Hotels.