HKB has been experiencing a lack of manpower since 2018 in their Sales Department (1-2 staff members) and Ticket Issuance Department (1 staff member), and Mrs. Vivien is the only experienced staff member present to have received formal training from VNA.

Mrs. Tang Wan Man Vivien – HKB staff. (Photo: Vivien).

As a long-standing member of HKB since its establishment, Mrs. Vivien has always been a shining exemplar with a high sense of responsibility in both her work and in supporting her co-workers for an extended amount of time.  This is especially true in 2019 as the Hong Kong market is experiencing difficulties in terms of both human resources and the overall business environment.

Mrs. Vivien continually exceeds expectations, ensuring the healthy operations of customer counters and agencies. The rapid growth of the online channel has been primarily supported by the counter department’s [TDW1] timely provision of customers’ questions and requests as well as the department’s exemplary post-sale services. Mrs. Vivien has been unswervingly accurate in her work, and she has delivered reports promptly, assisting the leaders of HKB in making the right decisions.

Apart from finishing her own tasks with remarkable merit, Mrs. Vivien also contributes significantly to training new staff. As staff of the branch constantly change, she carefully instructs and trains young staff members who have little to no experience to mature and to closely perfect their job responsibilities as soon as possible.

While HKB was lacking in workforce, she supported and worked together with the Sales Department. Thanks to this fluidity, HKB reached the assigned goals of the 2nd quarter of 2019, and began to thrive in comparison to MP. So far, after eight months, HKB is closing in on set MP [TDW2] (96.7% MP) and is promised to complete the 2019 sales goals.

Amidst the political crisis and demonstrations from June to September of 2019, Mrs. Vivien has been supportive of airport departments in evacuating customers, informing them of the situation, as well as reasonably handling booking requests and air tickets. Her contributions to ensure VNA’s safe flights without customer complaints has been tremendous.

Le Thanh Tung – HK