Janette Guan

Experience

• 

  Shinyway International

  Sept 2014 - Jan 2015

  Consultant

  - Responsible for planning and sales of study projects and following up with applications of foreign schools and student visa. Successfully completed sales target during probation.

• 

  Booking.com

  Jul 2015 - Jan 2019

  Customer Service Guest Specialist (Mandarin & Cantonese)

  - Manage relationships with customers and partners by providing senior service and account management support.- Handle inbound and outbound calls, emails from partners/customers/affiliates. - Provide immediate solution of urgent cases as first circumstances - Approve compensation, follow-up refund process- Handle customer complaints and maintain hight customer satisfaction- Investigate and report fraud accounts, invalid reservations - Analyze and report website bugs- Coach new hires and follow up with system updates Show less

• 

  Sabre Corporation

  Jun 2019 - now

  -Provide training on Sabre hospitality products -Troubleshoot on ARI discrepancies, reservation delivery failure across CRS, Online Travel Agency (OTA) and Property Management System (PMS). Identify, resolve discrepancies in reservation details and investigate overbookings. -Identify system defects and errors by testing in various environments. Document and report to development team. -Proceed and review product mapping. -Guide customer to setup loyalty program and connection with CRM systems. Manage property guest, company, and travel agency profiles. -Handle cases in Chinese, support calls and live chats in Mandarin/Cantonese. -Locate XML logs and analyse XML message delivery details. -Report customer's system enhancement request. Show less

  • Contributor Product Support

    Apr 2022 - now

  • Product Support – Key Account & Authorized Agent

    Feb 2021 - Mar 2022

  • Product Support – Key Account

    Jun 2020 - Jan 2021

  • Product Support - Associate

    Jun 2019 - May 2020