Experience

Konew FinTech Corporation Limited

• Hong Kong
• Financial Services
• 1 - 100 Employee

• Senior Manager

  • Jul 2022 - Present

• Manager

  • Jan 2020 - Nov 2022

  - Manage Hotline Team, Outbound Team, Agency Relationship Team- Manage projects mainly related to procedures improvement and system enhancement.- Drive the teams to achieve the sales target.- Discover the sales opportunity diversification.- Ensure the teams player providing great customer experience.- Optimization of report for data analysis



Konew Financial Express Limited

• Assistant Manager

  • 2017 - 2019

  - Manage Hotline Team, Outbound Team, Agency Relationship Team and used to manage Branches. - Drive the teams to achieve the sales target. - Ensure the teams player provide great customer experience. - Manage projects mainly related to procedures improvement - Manage Hotline Team, Outbound Team, Agency Relationship Team and used to manage Branches. - Drive the teams to achieve the sales target. - Ensure the teams player provide great customer experience. - Manage projects mainly related to procedures improvement



DHL Express

• Germany
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Customer Service Executive

  • 2012 - 2017

  - Assist my Team Leader to implement the instruction and monitor the team performance. - Work as a coacher when new joiners attend - Complaint handling - Data analysis, Solution provide, Report production - Owning some projects regarding system such as IVRS, internal system, up-selling… - Perform up-selling to customers and worked as a part of successful team that surpassed its national sales goal - Assist my Team Leader to implement the instruction and monitor the team performance. - Work as a coacher when new joiners attend - Complaint handling - Data analysis, Solution provide, Report production - Owning some projects regarding system such as IVRS, internal system, up-selling… - Perform up-selling to customers and worked as a part of successful team that surpassed its national sales goal



PCCW Teleservices

• Telecommunications
• 1 - 100 Employee

• Team Manager

  • 2011 - 2012

  - Leading a team with 10+ agents to be successful in both fields – customer service and sale target achievement- Managing campaign KPI’s to hit and exceed client’s expectations- Data analyzing on call traffic, manpower and selling- Manage call center daily operation- Perform coaching and training- Leading the Manager Assistant team to ensure the complaint cases was well resolved- Work with marketing team for producing attractive mobile rate plans and value added services- Work with I.T. department for new system development and system enhancement Show less

• Manager Assistant

  • 2009 - 2011

  - Call centre managment including man power and call quantity control- Manage the team including sales target and teammates performance- Perform coaching and traning to teammates- Complaint handling- In charge of manager assistant team. Enhance their skill on handling complaint ,and provide suggestion on case did not resolve within 3 days- Data analyzing on call traffic and manpower- Call traffic control

• Customer Service Representative

  • 2008 - 2009

  - Explain the inquiries and provide the best solution to resolve the problem from every customers- Perform cross-selling to customers and worked as a part of successful team that surpassed its national sales goal.- Sales-oriented