Simon Tong

Head of Customer Engagement and Broker Relations at Cigna Hong Kong
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Contact Information
us****@****om
(386) 825-5501
Location
Kowloon, Hong Kong SAR, HK
Languages
  • Chinese Native or bilingual proficiency
  • English Full professional proficiency
  • Cantonese Native or bilingual proficiency
  • Mandarin Limited working proficiency
Skills

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5.0

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Ian Foo

Professional, experienced and efficient. Thanks Simon and it was great working with you at AXA.

Simanpha Chiu

Simon was my manager for the past 3 years, he is an openminded person who is willing to embrace change and transformation. His excellent communication skill enables him to maintain good relationship between his subordinate as well as with other business partners. He is a great listener and keen to work out to find the solution together. He cares about my career development, always willing to provide support and guidance to make me be a better people manager, I feel well supported under his leadership.

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Credentials

  • Project Management Skills for Leaders
    LinkedIn
    Nov, 2022
    - Nov, 2024
  • Being an Effective Team Member
    LinkedIn
    Aug, 2020
    - Nov, 2024
  • Managing Projects with Microsoft Teams
    LinkedIn
    Aug, 2020
    - Nov, 2024
  • Body Language for Leaders
    LinkedIn
    Mar, 2020
    - Nov, 2024
  • Empathy for Customer Service Professionals
    LinkedIn
    Mar, 2020
    - Nov, 2024
  • 2-Minute Tips for Senior Leaders
    LinkedIn
    Feb, 2020
    - Nov, 2024
  • Design Thinking: Customer Experience
    LinkedIn
    Feb, 2020
    - Nov, 2024
  • Developing a Learning Mindset
    LinkedIn
    Feb, 2020
    - Nov, 2024
  • How to Get Great Customer Service
    LinkedIn
    Feb, 2020
    - Nov, 2024
  • Leading a Customer-Centric Culture
    LinkedIn
    Feb, 2020
    - Nov, 2024
  • Managing High Potentials
    LinkedIn
    Feb, 2020
    - Nov, 2024
  • Serving Customers Using Social Media
    LinkedIn
    Feb, 2020
    - Nov, 2024

Experience

  • Cigna Healthcare Hong Kong
    • Hong Kong
    • Insurance
    • 100 - 200 Employee
    • Head of Customer Engagement and Broker Relations
      • Dec 2022 - Present

  • AXA Hong Kong and Macau
    • Hong Kong
    • Insurance
    • 400 - 500 Employee
    • Head of Life Customer Care
      • Jul 2018 - Dec 2022

      • Leadership role for life customer care and accountable for a sizeable consumer portfolio including performance, compliance, servicing and operations• Established onshore and offshore Omni-channel contact center (voice and text) of professionals with improved practices and developed standard on customer experience management• Facilitated the digital transformation project on self-servicing via App, Web portal and coming social media.• Fostered employee-centric and performance-driven culture to drive productivity and excel service standard• Developed transparent customers feedback mechanism to address customer services deficiencies

  • HKT
    • Hong Kong
    • Technology, Information and Media
    • 700 & Above Employee
    • Senior Contact Center Manager
      • Aug 2015 - Jun 2018

      • Leadership role for two key sales channels (Hotline and Online sales) of 200+team members and accountable for a HKD 250M consumer portfolio including performance, compliance, servicing and operations. • Established a Digital Sales team to penetrate into digital world for social promotion, sales and servicing for residential consumers

    • Senior Sales Manager, Call Center Sales
      • Oct 2013 - Aug 2015

      - Supervised a team of 150 contact center agent to perform sales activities of consumer products including broadband, fixed line, paytv, mobile and Smart-home solution in 4 different languages via telephone, email and outreach programs- Established multi-language hotline (2888-0008/ 2888-2228) to offer one-stop service to English, Mandarin and Japanese speaking customers

  • PCCW
    • Hong Kong
    • Software Development
    • 700 & Above Employee
    • Sales manager, Consumer sales hotline
      • Jul 2011 - Sep 2013

      - Managed an expanded team of 100 contact center agents to execute cross-sell and upselling activities of consumer products- Established integrated service relocation hotline (1000) for PCCW products (Fixed line, Broadband and nowTV) to offer one-stop-service to house moving customers

    • Assistant sales manager, Consumer sales hotline
      • Aug 2009 - Jun 2011

      - Led a team of 50 call center professionals to drive incremental sales and expand customer base of NETVIGATOR residential broadband service via hotline 2888-1888- Improved channel productivity by implementation of call center business migration from HK to Guangzhou

    • Assistant Process Planning Manager
      • Aug 2005 - Jul 2009

      Oversees process improvement measures and change management enhancing operational efficiency to achieve cost-savings and to bring additional revenues

Education

  • The Hong Kong University of Science and Technology
    Bachelor of Science (BSc)
    -
  • Wah Yan College, Kowloon
    Secondary School
    -

Community

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