Collin Lang Timothy Ho-Leong
Founder & Consultant | Visa And Work Permit Specialist | Experienced In Customer Service And Operations Management
Port Moresby
Summary
Seasoned professional with over a decade of experience in customer service, operations management, and consultancy. Proven expertise in managing complex projects, enhancing customer experience, and providing top-tier visa and work permit services. Highly skilled in Japanese translation, cross-functional team leadership, and client relationship management.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work History
Founder and Consultant
PVW Consultancy Services Limited
Port Moresby, National Capital
01.2022 - Current
- Processing of Visa and work permit for expats clients, Passport Processing for Papua New Guineans, IRC and TIN registration for new companies, Clearance for Filipinos looking to work in PNG, Dual Citizenship and PR for Clients wishing to remain in country, Foreign Visas (Australian, Chinese, Japanese Visa) for Papua New Guineans traveling aboard, National Identity Cards for Papua New Guineans
- Championed continuous improvement efforts within the organization, streamlining operations for increased efficiency.
- Created and monitored promotional approaches to increase sales and profit levels.
- Oversaw financial management activities such as budgeting, forecasting, and cash flow monitoring for improved financial stability.
- Introduced advanced technology solutions into daily operations which led to increased productivity levels throughout the company.
- Increased brand visibility and market penetration by developing and executing comprehensive marketing strategies.
- Improved operational efficiency, adopting new technologies that automated routine tasks.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Developed innovative sales and marketing strategies to facilitate business expansion.
Manager
Alsero Consultancy Services Limited
11.2018 - 12.2021
- Processing of Visa and work permit for expats clients, Passport Processing for Papua New Guineans, IRC and TIN registration for new companies, Clearance for Filipinos looking to work in PNG, Dual Citizenship and PR for Clients wishing to remain in country, Foreign Visas (Australian, Chinese, Japanese Visa) for Papua New Guineans traveling aboard
Business Analyst (International and Domestic Terminals)
Air Niugini Ltd
Port Moresby
07.2015 - 11.2018
- Daily Airline operations report to the CEO, Capacity loadings, Cargo and Baggage, Disruption Cost, Excess Baggage Reconciliation, Denied Boarding Passengers’, Designed Excel Spread sheets for easy data entry and collation, Compiled weekly reports for presentation to Board, Compiled Board reports, And Monthly Reports, Seeing Trends and help guide management by pointing out these trends and stating reasons for occurrences and help make sound decisions for business
Flight controller/Customer Service Relations Coordinator
Air Niugini Ltd
02.2015 - 06.2018
- The primary support for the customer service line staff, Responsible for resolving complaints, working with Clients and Staff to overcome conflict, and provide quality customer service, Handle ticket queries and complaints, Collate/ compiling of daily passenger on board statistics, Assist VIP and CIP last minute uplifts on duty travel, Provide Company Security with ticket investigations, Assist with aircraft downgrades and changes, Assist passengers with reimbursement complaints
Japanese Translator
Air Niugini Ltd
06.2010 - 06.2015
- Provide Public Announcement on ground and inflight to and from Narita International Airport, Provided the highest Standard of customer service to Japanese passengers, Assist Cabin Crew with inflight duty-free sales and service, Assist ground staff with check in and transiting passengers
Customer Service Senior Officer / Supervisor-(International)
Air Niugini Ltd
04.2013 - 02.2015
- Measure and monitor service levels by collating all customer feedback with aim for further improvements, Coordinate the duty rooster, Work alongside other departments to continuously improve services through improved process, Ensure that customer complaints and suggestions, disruptions denied boarding mishandled luggage/cargo are promptly addressed in accordance with company policies and to the customer’s satisfaction, Oversee smooth handling of passenger disrupts for hotel accommodating and that cost is kept at a minimum, Assist passengers with special needs by ensuring that they are looked after, Enforce disciplinary actions, Process Daily Disrupt reports, Ensure equipment checks are done daily, Coordinate daily with hotels for disrupted passengers, Coordinate daily staff briefings, Updating of flight information, Completing of flight briefing for international crew, Conduct public announcements, Prepare refreshments for Disrupts, Assist with queue combing, Monitoring and helping Customer Service Officers
Passenger Services Officer
Air Niugini Ltd
03.2011 - 11.2012
- Completion of post flight reconciliation requirements, Process Passengers in compliance with the company’s safety policies, Carry out duties in accordance with preflight planning and check-in duties, Communicate with Customer service officers for all boarding calls, delay calls and any essential communication to inform passengers and staff and the general public in regards to flight information, Ensure all travel documents including passports and visas are valid for travel overseas, Charge excess baggage where necessary, Attend to disrupted passenger and denied boarding passengers where necessary, Ask security questions to ensure all checked in baggage is acceptable for uplift
Customer Service Officer
Air Niugini Ltd
06.2010 - 03.2011
- Making Public Announcements, Interacting with passengers, Rebooking of Disrupted Passengers, Leasing with Hotels for rooms for disrupted passenger, Accommodating Disrupted passengers (meals /Transfers included), Assisting passengers with special needs, Meeting Flights, Boarding passengers
Kitchen Hand / Waiter
Out Back Steak House
5 2008 - 3 2010
- Wash Dishes, Food Preparation, Salad and sauté Chef, Restaurant, Waiter and Bar Services, Bus Boy, Customer Service
Education
Grade 9-10 -
Sacred Heart Secondary School- Hagita
Alotau 01.2003 - 04.2004
Sacred Heart Secondary School- Hagita
Alotau 01.2005 - 04.2006
Osaka Japanese Language Education Centre
Osaka 04.2007 - 05.2008
Tokyo School of Business (Global Business Studies)
Tokyo 04.2008 - 05.2010
Skills
Team Leadership
Strategic Planning
Project Management
Marketing
Japanesetranslationjobs
- 06/22/19, 12/02/19, Teaching Japanese at Sogeri National High School, prior Covid (Wednesdays Only)
- 07/10/23, 07/28/23, Translator for the Japanese Military Band teaching music to the Papua New Guinea Defense Force Band- 15 Days (Weekends Off)
- 01/18/21, Translator for Clearing Japan Fishing Vessel into Harbor for MMM Seafoods
- 04/23/22, Translator for Clearing Japan Fishing Vessel into Harbor for MMM Seafoods
- 11/16/23, Translator for Clearing Japan Fishing Vessel into Harbor for MMM Seafoods
Attainments
- Basic Education Certificate- Primary, 01/07/03
- High School Certificate- High, 11/24/04
- Higher School Certificate- Secondary, 12/02/06
- Japanese Language Course, 03/14/08
- Youth Leadership Seminar, 10/19/08
- 2010 APEC Junior Conference- Hiroshima, 02/23/10
- Business Management (Collage), 03/12/10
- Mercator Airport Control System (Check-in and Boarding), 10/16/12
- Customer Service Training, 08/28/13
- World Tracer Management System Training, 10/18/13
- Leading for Team Performance (Supervisor), 05/01/14
- Mercator Airport Control System (Supervisor Check-in and Boarding), 05/16/14
- Introduction To Safety Management Systems Training, 08/01/14
- Safe Manual Handling Practices - HLTHSE204D, 04/22/15
- Human Factor's Training, 05/09/15
- Generic Instructional Techniques Course, 04/08/16
- Safety Action Group (SAG), 10/28/16
- Current Drivers Licence, 02/13/25
Homeprovince
Milne Bay Province / Morobe
Noofchildren
0
Personal Information
- Age: 34 YEARS
- Place of Birth: Port Moresby General Hospital
- Date of Birth: 06/09/88
- Gender: MALE
- Nationality: Papua New Guinea
- Marital Status: Single
- Religion: Protestant
References
- Mrs. Pauline Tabua, Airline Operations Terminal Manager, Air Niugini, P O Box 7186, Boroko, National Capital District, 327 3789, ptabua@airniugini.com.pg
- Ms. Rita Aisi, Safety Systems Trainer, Air Niugini, P O Box 7186, Boroko, National Capital District, 327 3742, raisi@airniugini.com.pg
Disclaimer
Collin Lang Timothy Ho-Leong, 04/11/24
Languages
Japanese
Professional Working
Timeline
Founder and Consultant
PVW Consultancy Services Limited
01.2022 - Current
Manager
Alsero Consultancy Services Limited
11.2018 - 12.2021
Business Analyst (International and Domestic Terminals)
Air Niugini Ltd
07.2015 - 11.2018
Flight controller/Customer Service Relations Coordinator
Air Niugini Ltd
02.2015 - 06.2018
Customer Service Senior Officer / Supervisor-(International)
Air Niugini Ltd
04.2013 - 02.2015
Passenger Services Officer
Air Niugini Ltd
03.2011 - 11.2012
Japanese Translator
Air Niugini Ltd
06.2010 - 06.2015
Customer Service Officer
Air Niugini Ltd
06.2010 - 03.2011
Tokyo School of Business (Global Business Studies)
04.2008 - 05.2010
Osaka Japanese Language Education Centre
04.2007 - 05.2008
Sacred Heart Secondary School- Hagita
01.2005 - 04.2006
Grade 9-10 -
Sacred Heart Secondary School- Hagita
01.2003 - 04.2004
Kitchen Hand / Waiter
Out Back Steak House
5 2008 - 3 2010
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