Experience

MediConCen

• Hong Kong
• Financial Services
• 1 - 100 Employee

• Manager, Customer Service and Operations

  • Sep 2021 - Present



Viu

• Hong Kong
• Entertainment Providers
• 300 - 400 Employee

• Assistant Manager, Business Operation

  • Oct 2020 - Sep 2021

  • In charge of customer services function to oversee the daily operations of CS team and ensure the requirements of the service standards are met• Lead operation enhancement projects for APAC: Hong Kong, Singapore, Philippines and Thailand and manage the operational risk • Set up policies, service level agreement and guidelines to both internal team and business partners• Coach and motivate team to achieve both personal development and company goals • Develop and execute marketing campaigns with product, marketing and content team; monitor campaign performance effectiveness• Improve customers’ satisfaction by advising the team to handle compensation cases and complaint• Prepare and present weekly statistics and analysis report to whole team



Dreamshub Limited

• Hong Kong
• Information Technology & Services
• 1 - 100 Employee

• Assistant Manager, Account Servicing

  • Mar 2017 - Oct 2020

  • Supervise and coach account servicing team to provide excellent services for both potential and existing clients in different channels• Plan, coordinate and organize projects from planning to implementation stages • Work closely with different departments: business development, marketing and operation to ensure the products and service meet clients’ requirement• Set up policies to ensure service performance achieves the KPI and meets professional standards• Organize and design training program for enriching the teammates’ knowledge and service manner to deliver higher standard of service• Analyze clients’ feedback and root causes of complaints in order to enhance overall service quality• Lead monthly update meeting to directly report the clients’ status and progress to senior management and provide recommendations to various departments• Provide valuable advice to the team on resolving customers’ enquiries, concerns and requests so as to enhance customers’ satisfaction



Communilink Internet Limited

• Customer Service Officer

  • Mar 2015 - Feb 2017

  • Answer day-to-day enquiries from clients via Phone, Email and Face to Face• Handle and resolve customers’ complaints promptly and escalate to manager• Provide feedback and solutions to enhance customer experience• Draft quotations according to clients’ requests • Answer day-to-day enquiries from clients via Phone, Email and Face to Face• Handle and resolve customers’ complaints promptly and escalate to manager• Provide feedback and solutions to enhance customer experience• Draft quotations according to clients’ requests