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Resume number: 181444702 Updating date: 2021-10-18 11:26:36 photo
Name: Mr. YINGYING LU Nationality: China (Mainland)
Current Place: Guangzhou Height/Weight: 175 cm63 kg
Marital Status: Single Age: 42 years
Career Objective
Application type: Jobseeker
Preferred job title: Film & Television/Media: Actor\Public Relation Officer\Tour Guide\Customer Service 、 Hospitality / Tourism: English Translator\Teaching Assistant\Consultant\Paperwork Officer\Administrator 、 Civil Servants: Trade Commissioner\Flight Attendant\Governmental Staff\Foreign-Related Affairs of Non-profit
Working life: 19 Title: primary title
Job type: Both Expected Start date: In a week
Expected salary: ¥15000~¥19999 Preferred working place: No preference Australia Other countries
Work experience
Company's name:Extragreen Holiday Co.Ltd of MelbourneBegin and end date: 2013-12-2015-03
Enterprise nature:Sino-foreign joint venturesIndustry: Hotel/Accommodation/Travel
Job Title: Tour Guide/Travel Consultant 
Job description: According to the tour agreement signed by customers with their travel intention, take charge for the customers eating, staying, traveling, entertaining, shopping, and making solution of all types of unavoidable complaint. 
Reasons for leaving:  
Company's name:GZL International Travel Service LtdBegin and end date: 2011-11-2021-05
Enterprise nature:Share-holding enterprisesIndustry: Hotel/Accommodation/Travel
Job Title: Outbound Tour Leader 
Job description: Provide customers with interpreting, catering, accommodation, visiting, entertaining, shopping on the basis of the tour agreement legally signed with the agency. As well help the related department with making solution for some complaints happening.
1. Planning and charting the touring timing and venues of interesting tourist places.
2. Accompanying the tourists to the tourist spots and guiding them in their touring.
3. charging for explaining and translating for customers, In especially multi-culture and tourism resource
4. Knowing the important historic events associated with the tourist spots.
5. Conveying and informing the tourists about the information on the tourist places.
6. Arranging any kind of transportation services to and from the tourist places, if needed.
7. Maintaining the route plan of the tourist areas.
8. Assisting and coordinating between the tourists during the touring of the places.
9. Taking care of the medical and food needs of the tourists.
10. Have safety protection on tourists in all aspects during the period of touring. 
Reasons for leaving:  
Company's name:Extragreen Holiday Co.Ltd of MelbourneBegin and end date: 2010-09-2011-05
Enterprise nature:Sino-foreign joint venturesIndustry: Hotel/Accommodation/Travel
Job Title: Tour Guide 
Job description: According to the tour agreement signed by customers with their travel intention, take charge for the customers eating, staying, traveling, entertaining, shopping, and all types of unavoidable complaint solution.To assist company to widely develop the tour guide training. 
Reasons for leaving:  
Company's name:Australian 3CW Chinese Broadcasting StationBegin and end date: 2010-04-2011-05
Enterprise nature:Sino-foreign joint venturesIndustry: Entertainment / Leisure / Sports
Job Title: Programmed Host  
Job description: Mainly responsibile for Werbetext Establishment, Manuscrip Amendment, draft proposal provision,sound transcribing, dubbing work and correlative news reporting of advertising for business customers.Programe contents including World News,RTHK News,Australia Mainland News,Weather Forecast,Sports News,Fashion Chapter,Entertainment Spacetime,Music Billboard,History and Culture,Travelling the World,Lift Hiphop,Trends of Scientific and Technological,Exploration of Heart and Soul,Roles Discussion,Gourmet World,Health Promotion,Communities News,Businesses Information,HK News Rebroadcasting,News briefing,Wall Street Finance and Summary as well as to be assistant for TV production Department with responsibility for filming for all kinds of exhibition of art and literature and joint performance. 
Reasons for leaving:  
Company's name:TNT Express Worldwide (China) Co,LimitedBegin and end date: 2006-06-2008-06
Enterprise nature:Sino-foreign joint venturesIndustry: Logistics/Postal Servcie
Job Title: Customer Service Supporting Representative\Operation Support 
Job description: 1.Inbound transactions
To differentiate TNT's service offering by providing customers with friendly and professional muti-channel communication during every inbound transaction and enquiry and to provide the customers with accurate inforation based in their needs.
-Answer the telephone in accordance to the TNT Express telephone policy.
-Approach to customer requirements based on historic transactions,if applicable.
-Provide customers with accurate product and pricing information based on their needs.
-Ensure that customers are aware of necessary paperwork and any special instructions.
-Communicate accurate and complete shipments statuses from the track and trace system.
-Proactive solutions and alternatives based on customer needs.
-Where first call resolution can not be achieved communicates the apprepriate call back time to the customer,and ensures this is in line with agreed time frames of the support team or other departments.
Revenue retention:To identify and act on sellinig opportunities to retain revenue,whilst providing suitable solutions to customers'requirements.
-Promote premium products based on customer needs.
-Pass unconverted price enquiries to sales via leads with accurate information.
2.Outbound transaction
To deal with booking exceptions and/or with cross-location booking calls/e-mails ini a productive and high quality manner.
-Check exceptions regularly and proactively call customers to advise of collection problems.
-Resolve booking exceptions as required.
Adminiistration:To ensure transactional information and system entries(booking)are completed in an accurate,complete and timely manner.
3.Key Accountabilities and Activities
-To proactively check for any potential or actual shipment failures, both import and export, and contact the customer to advise and agree a resolution that will achieve customer satisfaction, and maintain and enhance their loyalty to TNT.
-Investigates potential service failures and liaises with other departments in order to determine impact on the customer needs based on the service selected
-Take actions, where applicable, to solve service issues.
-Contact customers when service issues may affect delivery commitments, and understands customer needs in order to recommend appropriate solutions.
-Ensures that solutions meet customer and business needs.
-Applies Service Recovery, where appropriate, in line with customer expectations and company policies.
-Follow all new customers’ shipments and Premium shipments, to confirm the Proof of Delivery or apply the Service Recovery Policy.
4.Complaints management
-To provide the customer with suitable solutions relating to problem shipments or complaints, to satisfy their needs, and to maintain and enhance their loyalty to TNT.
-Researches problem shipment information.
-Liaises with internal departments to find potential solutions that meet the needs of the customer.
-Provides regular updates to the customer in line with the agreed call back times and preferred communication channel.
-Verifies customer requirements and agrees on suitable solution.
-Complies with all relevant policies and procedures.
5.Internal communication
-To ensure smooth internal communication that follows set processes and channels, in order to provide timely and accurate information to customers.
-Complies with the Internal Communication and Escalation Policy
-Formulates written communication requests providing accurate, complete and professional information detailing the specific requirements from the recipient.
-Follows up within the agreed times frame until an appropriate response has been received.
-Responds to all received information requests in a timely, complete and professional manner.
-Provides timely, complete and professional responses to customers. 
Reasons for leaving:  
Company's name:GuangZhou CCT(KANGHUI) International Travel Agency Co, LtdBegin and end date: 2004-08-2005-08
Enterprise nature:Share-holding enterprisesIndustry: Hotel/Accommodation/Travel
Job Title: Tour Group Products Sales 
Job description: To sell and promote tour products and services to customers so as to generate maximum revenues and expand market share. Enlarge agency influence and master branding in Guangzhou and Southern China Area as well overseas districts by integrated tour projects handling.
1. To develop domestic and international packages by visiting destinations and suggesting interesting travel routes or places of interest;
2. To design various flexible tour packages to meet the needs of different clients;
3. Exploring and identifying new business opportunities in a competitive and rapidly changing industry
4. To prepare sales plan for clients for optimum utilization of time and resources. Implement marketing plan upon time band.
5. To achieve set sales targets in line with budget for profitability of the agency.
6. To prepare, close sales contracts and deals to key accounts to generate maximum revenue.
7. To promote tour products and services to create awareness and generate sales and revenue.
8. To collect local market intelligent/information with competitor agency/local tourism products and trend so as to maintain a competitive edge and generate sales.
9. To prepare sales and local marketing reports assigned by Mission and Task for management information and performance evaluation and monitoring.
10.accompanying groups travelling by coach, although on specialist tours travel may be by mini-bus, car, boat, train or plane;
11. Welcoming groups of holiday makers at their starting point and announcing details of travel arrangements and stop-over points;
12. Checking tickets and other relevant documents, seat allocations and any special requirements;
13. Helping with passport and immigration issues;
14. Commentating during the journey on places of interest along the route;
15. Communicating a range of information on itineraries, destinations and culture;
16. Informing passengers of arrival and departure times at each destination on the itinerary (including ensuring that all members of the group are back on the coach before departing from each stop);
17. making sure all travel arrangements run according to plan and that accommodation, meals and service are satisfactory;
18. Organizing entry to attractions and transport, such as car hire;
19. Ensuring that the tour is running smoothly for individual members of the group;
20.responding to questions and offering help with any problems that arise - ranging from simple matters, such as directing a member of the group to the nearest chemist, to more serious issues, such as tracing lost baggage, etc;
21. Dealing with emergencies, such as helping a holidaymaker who is ill or those needing to contact family members urgently;
22. Making contact in advance with places to stay or visit to check details and arrangements;
23. Liaising with hotels, coach companies, restaurants and other clients;
24. Advising about facilities, such as sights, restaurants and shops, at each destination;
25. Occasionally making accommodation bookings on proposed dates;
26. Writing reports and maintaining records;
27. Organizing and attending tourism events, conferences, workshops, seminars and exhibitions. 
Reasons for leaving:  
Company's name:(GZL,GDCTS,CITS,CCT,YCZL,YOCITY) Travel AgencyBegin and end date: 2001-12-2008-06
Enterprise nature:Share-holding enterprisesIndustry: Hotel/Accommodation/Travel
Job Title: Part Time Tour Guide\Travel Consultant 
Job description: 1.arrange customer's sight-seeing according to the travel contract which had been underwritten both sides
2.charge for explaining and translating for customers, In especially domestic culture and tourism resource.
3.supervised and cooperated relevant department and arranged customers room and board.kept in touch with organized travel agency and others local reception department to do joint work well on every stations, and protected theirselves not be attacked as well as kept their belongings security.
4.took pains to answer customers's questiones and assisted to deal with happening during the journey.
5.brought forward customers's suggestion and requirement,assisted to arrange meeting and informal discussion; throught developed market analysis, handed to exploitation and made all relevant research to improve tour products design and multifarious market promotion activity.
Group Sales:
-.propagandized updated domestic tour information and overseas original tour product to customers whom worked at government, local office, multinational, foreign capital enterprise, private company etc. Then planed the tour project, made the tour guide designation for whom had mind to travel and made the subscription between agency and customers. According to stipulation, arrange the customers eating, staying, travel, entertainment, shopping, and supervise ciceroni work.
-.kept the tour group in the archives regularly; colligated preceding organized tour records trained the tour route ; made field survey to resource and ciceroni training etc. 
Reasons for leaving:  
Educational Background
Name of School: Guang Zhou University
Highest Degree: Bachelor Date of Graduation: 2004-07-01
Name of Major 1: Tourism Management and Service Education Name of Major 2: English Major 
Education experience:
Start dateEnd dateEducation organizationMajorsCertificateCertificate No
1996-092001-06Guangdong University of Foreign StudiesEnglish Major
1998-092001-07GuangDong PanYu College of Vocational and TechnicalHotel Management
2009-012011-03Carrick Institute of EducationCertificate Ⅲ Hospitality
Language Ability
Foreign Language: English Level: excellent
Chinese level: perfect Cantonese Level: perfect
Relevant skills and abilities
  *Of more than around 10 years working experience in tourism industry, 8 years worked as full time role with adding up approximately 3 year officially recognized volunteering. Familiar with tourism industry in Australia, New Zealand, Japan, South Korea, Thailand, Malaysia, Singapore, Brunei, India, Indonesia, Vietnam, Burma, Laos, Cambodia, United Arab Emirates, USA, Canada and mainland China
*Excellent presentation skills and have ability to organize and host various presentations
*Mature, energetic, confident and well-prepared to taking up challenges
*Good command of English in Listening, Speaking, Writing and Reading, Excellent written and oral communication skills, Native Speaker of Cantonese and Mandarin
*Computer literacy, familiar with any kinds of office software, image processing software and video/audio software
*Highly-motivated, energetic, adaptable, fashion-minded and reliable person with excellent health and pleasant personality
*Strong sense of responsibility and stable personality and work well with a multi-cultural and diverse work force. Have positive work attitude and be willing and able to work diligently without supervision. Also have ability to initiate and operate independently with strong career-ambition.
*Mastery of professional technique. High liability and attribution; respond well under high-pressure atmosphere with leadership quality, leadership skills while possessing a great team spirit and organizational capabilities. Not only energetic, adaptable, able, fashion-minded person, but also greatly cooperative and honest to others with strong determination to succeed.
*An ability to work both proactively and reactively and to make recommendations in deciding appropriate courses of action when escalating high-risk matters, as required, ensuring timely and appropriate resolution.
*Have competence to organize and arrange efficient work under the systematical, concentrative and logical management
*Ability to thrive in a fast-paced, and dynamic environment and effectively work under pressure managing high workloads, tight timelines, and significant and diverse relationships.
*Stably analytical skill and power of judgment.
*Experience in cultural change and driving performance outcomes in a highly operational environment
Self-recommendation letter
                                                   A letter of Application
Dear Sir/Madam:
Please forgive to bother. I am pleased to see your advertisement in the Website and job seeking column of a newspaper recently for position. I would like to be considered for the post. I’m honorable to have an opportunity to submit my individual details. For the sake of hunting an occupation linking in my major and advancing social status and bringing into great play my capacity to be achieving my life value, I’d to recommend my experience for the following:
During my working period, I constantly intensify my ability to social intercourse, make great efforts to learn supervisory skill and absorb prolific directorial technique, remorselessly accumulate working and social experience. In order to ceaselessly improving general individual diathesis, I have been involving in busy working status  of both substantial and engaged. By way of acclimatizing myself to all requirements of development community provide to persons with ability in various industry currently, confronting with social challenge of talents in fierce competition and increasingly higher recruitment produced by all kinds of corporations, which make me determine to keep stabilizing my English skill endlessly. Through persisting in reading foreign magazines, newspapers and periodicals, movies and videos as well as listening broadcast, either taking oral exercise at location foreigner concentrated on the weekend, which make me fully command the local technique and method of spoken expression. I even take some leisure to study others knowledge such as daily social English, movie art, sound effects and recording operation, international amenity, office software and so on. Doing my best to become an excellent person according with the needs of development for every industries.
Searching for an underling holding fixedly foundational knowledge with certain work competence, organizing power, scheming ability, planning faculty, harmonizing capability and superintending headship is your deep-felt desire. Trying for an ideal working unit access me to put great play into my specialty advantage and being kept an eye on by you is my hot expectancy. Also, an expedient assistant helps you working satisfactorily and appropriate working units conduct me to put my faculty good use. I’m now in energetic phase and I have been yearning for exerting individual ability in  peerless capacious space. Also, I dissatisfy my own insufficient knowledge and experience,strongly presume upon exercising and improving in my perfect working station. Therefore, I really wish to join your company with contribution to my prime and competence, going to my great lengths towards my bright career with prominent achievement. I firmly hold that I must put my certain contribution via incessant diligence and effort. At the same time, I deem your company can furnish me another field where I’m able to be having put into sufficient exertion. Further more, I am also convinced that my unremitting endeavor and struggling heart can make your enterprise business further progress and flourish. Perhaps we will be confronting with the same target that we need to emblaze company’s resplendent history much more with brilliance and multicolor. Even if you consider my qualification has not still matched the condition of application for current position you provide, I have been likewise running true to form paying attention your business development.
I would welcome and opportunity to join your staff because your work is the kind I have been preparing to do and because the conditions under which it is carried out would help to express my abilities. And I genuinely wish you are making still further progress towards successful career.
I would greatly appreciate any word you might send me regarding my application. Thank you for your attention.

Ricky Lu

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