Katrina Justine Chan

• Reduced expenses through careful budgeting and expense tracking for executive office operations.
• Managed sensitive information and maintained confidentiality by implementing secure filing systems.
• Answered high volume of phone calls and email inquiries.
• Liaised effectively between executives and other departments or external contacts for successful collaboration.

● Manage and take responsibility for lease data held by the business
● Manage the processing of lease data into the database (LeaseIQ) and CRM on behalf of the business
and Clients.
● Create and develop procedures and systems to collect, upload and manage lease data into LeaseIQ
and CRM
● Develop training and supervision for the Team in the integration of LeaseIQ
● Assist the Team in adopting LeaseIQ across the business and to integrate this platform in the delivery
of Client file briefs.
● Establish and manage lease event reminder systems within Lease IQ and the CRM
● Track Deadlines / Deliverables and generate task reports across the Client Service Team
● Create and Manage Spreadsheets/Reports/Tenancy Schedules
● Answer Customer Service Emails, Tickets, Chat Support and Phone Calls
● Transcribe Audio and Video Files
● Online Research for comparable lease data where required
● Administrative Tasks (reports, filing, zoom meetings)
● Other Tasks as Assigned by the Client from time to time

• Client: Hampton Commerce, Ace Parking
• Monitored social media and online sources for industry trends
• Run weekly/monthly 1on1s and team meetings with both the client and the team.
• Assisting team in the delivery of their tasks to ensure that these are being completed in a timely manner, effectively and to high standards.
• Assisting the client to ensure their needs and tasks are being exceeded and tasks delivered in a timely manner.
• Setting weekly focus/goals for the team and making sure it is aligned with the company’s values, goals and objectives.
• Overseeing the Operations and allocation of tasks is appropriate to their role and operations run smoothly.
• Handling their e-commerce website
• Managing their social media accounts
• Doing reporting for the financial year

• Responded to customer requests for products, services and company information.
• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Monitored inbound and outbound calls made by employees to provide constructive feedback.
• Created and collaborated in implementation and maintenance of customer complaint log, control plans, work and inspection instructions, local procedures and visual aids and samples.

• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Recorded actions taken, issues resolved and information to effectively manage customer accounts.