Mei (DongMei) Bates
United Kingdom
Summary
I am a confident reliable and driven individual used to using my own initiative to meet the highest standards. A well presented team player who is willing to listen and take advice and comments on-board. Able to work under pressure whilst continuing to deliver a high level of customer service . A hardworking individual with a lot of experience in customer service. Possessing strong people skills with the ability to successfully interact on all levels. Confident and responsible. Works well within a team situation or alone by using my own initiative to work out any problem or tasks.
Overview
35
35
years of professional experience
6
6
years of post-secondary education
Work history
Executive Customer Relations Host
Empire Casino
London
02.2014 - 09.2020
- Company Overview: The Empire Casino is one of the largest in UK gaming and was the perfect place for me to expand my skill sets and fulfil my potential.
- Responsible for the Chinese speaking community within the business in addition to my long established relationships with valued clients of various other nationalities.
- My role required me to facilitate great customer service by evolving a close understanding of my clients' needs and delivering those needs.
- Hosting the Empires VIP boxes at various exclusive sports venues.
- My client base stretches to over 250 individuals which is challenging but enjoyable.
- The Empire Casino is one of the largest in UK gaming and was the perfect place for me to expand my skill sets and fulfil my potential.
Senior Customer Relations Manager
Golden Nugget Casino
London
07.2013 - 02.2014
- Reporting directly to the Club Director, as the only Customer Relations Manager within the business, it was my responsibility to oversee customer service for the whole client base.
- Delivering on various matters focussed on maintaining and growing market share by driving the visitation of established clientele but also recognising and developing new business by building close professional relationships.
- I was also heavily involved in the marketing of the business from concept through development and the roll out of various promotions and innovative ideas.
- I enjoyed this role immensely as it required me to have involvement of all aspects of the business and work closely with a small but dedicated management team.
Guest Relations Team Leader
Aspers Casino
London
10.2011 - 07.2013
- In this role I was responsible for monitoring the team's performance, delegating tasks to the team and monitoring their training and development.
- I was the first point of contact for handling customer and staff complaints, reporting directly to Senior Management.
- Responsible for the hiring and induction of new staff.
- Principally the team's role was to greet guests, register them for casino membership and to provide them with orientation and information regarding casino services.
Manager
Hunan Chinese Restaurant
London
05.2011 - 11.2011
- Taking role as Assistant manager, my role was to support the restaurant manager with the day to day running of the restaurant, organising staff rotas and table planning.
- Recruitment and training of new staff, and supervising shifts in the absence of the manager.
Valet, Dealer - Customers Relations
Aspers Casino
Swansea
09.2007 - 05.2010
- I joined Asper's casino when it opened, working initially as a valet within the hospitality team.
- My role required me to serve customers with food and beverage within the gaming area.
- I was involved with cash handling, cleaning and the delivery of great customer service.
- I then transferred to the gaming team after 12 months training as a croupier.
- I successfully applied for my gaming licence and was trained to deal Blackjack, Roulette and Poker.
- As a dealer I was responsible for the smooth and efficient running of the games and all aspects of table management and customer service.
- Additionally, I was given the challenge of helping to develop Chinese business and did this by becoming an Assistant Player Relations Manager.
- In this role I ran mahjong tournaments which were very successful in bringing in local Chinese custom.
- I was also responsible for keeping their contact information updated and maintaining good relations and communication with all Chinese members.
Solo Proprietor
Slowboat restaurant
Swansea
07.2000 - 08.2007
- The Slow Boat Restaurant was my first entrepreneurial venture as a restauranteur.
- I ran my business successfully for 8 years and enjoyed the freedom of being in charge of my own destiny.
Major
Chinese Army
05.1985 - 07.1999
- Commanding, training and leading subordinate personnel and taking responsibility for each individual's morale, welfare and readiness for action.
- Planning manoeuvres and showing leadership qualities.
Education
Nursing degree -
Chinese Army college
09.1987 - 07.1990
Accounting degree. - undefined
Dongbei University of finance
09.1993 - 09.1995
ESOL - undefined
Essex College
09.2021 - 09.2022
Skills
- Multilingual (fluent in Mandarin and Cantonese)
- Exceptional communication skills
- Confident telephone manner
- Ability to deal with difficult customers
- Ability to handle sensitive situations
- Punctual
- Enthusiastic
- Self-motivated
- Positive attitude
- Ability to problem solve
- Decision making
- Adept at customer service provision
Languages
Mandarin
Cantonese
English
Accomplishments
- Chairman of the Chinese Legion Association UK
- Judge of Mrs Globe Beauty Pageant 2019
- Deputy Director of the 2024 and 2025 Chinese New year Celebrations by the london Chinatown Chinese Association .
- Vice Chiarman of the London Chinatown Chinese Association.
- Received nomination for the " Women in Gaming" - Best Customer Service Award in 2018
Custom
- Swimming
- Gym
- Charity walks and runs
- Reading
- Shopping
Timeline
ESOL - undefined
Essex College
09.2021 - 09.2022
Executive Customer Relations Host
Empire Casino
02.2014 - 09.2020
Senior Customer Relations Manager
Golden Nugget Casino
07.2013 - 02.2014
Guest Relations Team Leader
Aspers Casino
10.2011 - 07.2013
Manager
Hunan Chinese Restaurant
05.2011 - 11.2011
Valet, Dealer - Customers Relations
Aspers Casino
09.2007 - 05.2010
Solo Proprietor
Slowboat restaurant
07.2000 - 08.2007
Accounting degree. - undefined
Dongbei University of finance
09.1993 - 09.1995
Nursing degree -
Chinese Army college
09.1987 - 07.1990
Major
Chinese Army
05.1985 - 07.1999
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