Kin Wah LEE
Assistant Manager (Marketing Operations) at 數碼通- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
English Full professional proficiency
-
Chinese (Traditional) Native or bilingual proficiency
-
Chinese (Simplified) Professional working proficiency
Topline Score
Bio
Credentials
-
Occupational Qualification Certificate
The Ministry of Human Resources and Social Security, The People's Republic of ChinaJun, 2011- Nov, 2024 -
Emergency Medical Technician, Advanced Life Support
National Association of Emergency Medical TechniciansJun, 2021- Nov, 2024
Experience
-
SmarTone
-
Hong Kong
-
Telecommunications
-
500 - 600 Employee
-
Assistant Manager (Marketing Operations)
-
Oct 2022 - Present
Postpaid Retention - Marketing Operations Postpaid Retention - Marketing Operations
-
-
-
China Mobile Hong Kong
-
Hong Kong
-
Telecommunications
-
400 - 500 Employee
-
Assistant Customer Relations Manager
-
Mar 2018 - Oct 2022
Job Duties: Assist Customer Relations Manager to manage call center operations; Establish policies and procedures, review workflow to ensure smooth and efficient operations in retention call center; Prepare reports regarding the retention call center operations; Review and monitor the effectiveness of retention tools, provide solutions in order to prevent customers from service disconnection and thus maintain the customer base; Monitor real-time traffic and deploy resources appropriately to ensure performance targets are met Supervise and train the team to execute retention programs; Handle escalated complaint cases. Show less
-
-
-
Wah Fung Computer Services Ltd
-
Hong Kong
-
Information Technology & Services
-
1 - 100 Employee
-
Assistant Customer Service Manager
-
Sep 2016 - Feb 2018
Service Centers - Apple, Asus, Epson, Jabra, Jaybird, Lexmark, Nexstgo, Oki, OnePlus, Seagate (Kwun Tong, North Point, Mongkok, Fo Tan, Macau) Job Duties: Serves as a subject matter expert in contract negotiations to ensure that terms address risk and meet business requirements; Monitors service delivery and customer satisfaction to resolve issues and enhance services; Manages a governance process that maximizes value from outsourcing relationships while retaining trust, confidence and accountability between the partners; Plans, develops, implements, manages, and executes proper processes, practices and procedures to provide standardized, repeatable, predictable, cost-effective service delivery; Supports the implementation of company programs, procedures, methods and practices to promote key messages and achieve a competitive advantage; Works cross-functionally with customers, partners, suppliers and other teams to ensure successful execution of the outsourcing program; Communicates and creates an enterprise understanding of the purpose, value, sourcing and service delivery models, policies, processes and procedures for delivering services; Prepares, communicates and educates customers and service providers on changes in policies, SLAs, practices; Manages a strategy and assessment framework to identify risks and mitigation measures, in support of decision-making and effective risk management of outsourcing relationships; Project management. Show less
-
-
-
Xiaomi Technology
-
China
-
Technology, Information and Internet
-
700 & Above Employee
-
Operations Manager
-
Nov 2015 - Aug 2016
Exclusive Service Centers - Xiaomi (Mongkok & Shatin) Job Duties: Monitoring and analyzing the current KPIs of performance or provision to check it’s effective, and working out a strategy for improving if necessary; By managing day-to-day activities, analyzing statistics and reading and writing reports; Interacting with managers of different departments of the project vendor, presenting findings to stakeholders and higher management as well as training and supervising new employees and tracking and measuring staff performance. Other roles and responsibilities include: Planning and controlling change; Managing quality assurance programmes; Researching new technologies and alternative methods of efficiency; Setting and reviewing budgets and managing cost; Overseeing inventory, distribution of goods and facility layout. Show less
-
-
-
HKBN JOS
-
Hong Kong
-
IT Services and IT Consulting
-
700 & Above Employee
-
Senior Sales Manager
-
Aug 2012 - Aug 2015
Senior Sales Manager / Service Centre Manager Customer Service Centers - Samsung (Mongkok & Tsimshatsui) Job Duties: Lead the customer services, engineering, hotline, operations and warehouse teams with over 100 staffs at multi locations; Interface with external customer and to ensure to meet the contractual KPI and SLA; Manage teams in daily operation and in projects; Represent the team to participate in regular meeting for the review of the repair services; Represent the function to attend project coordination and quality assurance meetings; Ensure the project deliverables to be completed on time and meet the quality standard; Propose & implement improvements : process, procedure, work flow, & work instructions; Responsible & accountable for the project performance. Show less
-
-
-
Sony Mobile Communications
-
Japan
-
Telecommunications
-
700 & Above Employee
-
Floor Manager
-
May 2011 - Aug 2012
Customer Service Centre - Sony Xperia™ Job Duties: Report to the Operation Manager to supervise 10 to 15 customer service officers at a service center; Ensure the KPIs such as customer waiting time and customer satisfaction index are met; Formulate the man power plan according to the repair volume and manage the daily traffic at the service center; Coach the team members and enhance their job skills; Promote and maintain a high level of customer satisfaction; Prepare daily reports like sales report and various reports as per management’s instruction; Handle customer complaints proactively; Work closely with the technical team to ensure quality service delivery; Assist the operation manager in gathering and consolidating market and competitor information. Show less
-
-
Education
-
The Chinese University of Hong Kong (CUHK) Business School
Community
