Experience

iFREE GROUP

• Hong Kong
• Telecommunications
• 1 - 100 Employee

• Customer Support Team Lead & Channel Partnership

  • Oct 2021 - Present

  - Lead the customer support team, ensuring technical assistance for telecommunication products, enhancing client retention, and driving company profitability.- Analyze collected customer complaint data, produce monthly analysis reports, and provide recommendations to the product, operations, and R&D departments to drive product iteration and optimization.- Establish service quality standards to ensure a positive customer service experience, consistently achieving a monthly customer satisfaction rating of no less than 95%.- Manage the customer support team, implementing KPI systems and providing various training, fostering teamwork and efficiency within the team.- Coordinate and support the daily operations of distributor lifecycle management systems for sales teams across various Asian regions, including Hong Kong, Thailand, Malaysia, Indonesia, and more.- Develope standard operating procedures (SOPs), commission structures, and defined the details of the affiliate program for distributor procurement and sales processes.- Analyze sales and operational data, providing corresponding data reports.- Lead business expansion efforts, establishing partnerships with major clients in the travel and tourism platform OTA. Show less

• Customer Support Representative

  • Aug 2019 - Oct 2021

  - Offer diverse client support, resolving network issues, software errors, device misconfigurations, and eSIM use;- Tackle complex tickets and chats requiring escalation and proactive problem-solving.



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Senior Financial Specialist

  • Jul 2015 - Mar 2019

  - Handle e-mail, live chat and letter enquiries about Retail Banking and Credit Cards Services for customers of HSBC Hong Kong. - Provide solutions to customers and respond to customer complaints in a professional and effective way. - Handle e-mail, live chat and letter enquiries about Retail Banking and Credit Cards Services for customers of HSBC Hong Kong. - Provide solutions to customers and respond to customer complaints in a professional and effective way.



The Ritz-Carlton, Guangzhou

• Guangzhou, Guangdong, China

• Income Auditor

  • Apr 2013 - Oct 2014

  - Prepare daily revenue report and reporting to upper managements; - Play a key role in the verification and modification of contracts signed with vendors. - Prepare daily revenue report and reporting to upper managements; - Play a key role in the verification and modification of contracts signed with vendors.