Service Manager
CSL
Total years of experience :9 years, 0 Months
Provide account servicing support to Assigned Corporate Clients
•Address inquiries and provide appropriate advice to Customers, troubleshoot issues, processing orders timely and accurately
•Update and maintain an up to date account service plan, account profile, service improvement, ensuring clients’ operation efficiency
•Assist to follow up order, service performance, ensure SLA in good level
•Manage service quality to ensure Corporate Clients satisfaction and build up good business relationship
Nov 2015 to Customer Service Professional, Sitel (Abercrombie & Fitch, Vertu), London
May 2017
•Coached agents to enhance service communication
•Quality Check on all channels in aspects of Calls, Emails and Chats
•Address inquiries and provide appropriate advice to Customers, troubleshoot issues, processing orders timely and accurately
•Resolve complaints by identifying the issues and escalate properly
•Have a professional and courteous manner at all times
Mar 2014 to Customer Relationship Executive, SJM Holdings Limited
Sep 2015
•Lead the team and drive existing members’ loyalty and new members by delivering service excellence promotional programs
•Analyze and evaluate after market activities, understanding the customers preferences and trends
•Build strong relationship with the members and understanding their needs and preferences
•Handle members complains and implement emergency response during irregular operation
•Supervise the daily operation, manage the office environment and team members performance
•Successfully created, communicated, and standardized wide processes and procedures.
•Implemented customer service and computer training programs for new hires.
•Occasionally travel to Macau
Feb 2011 to Account Manager, Radica Systems Limited
Mar 2013
•Oversee in all aspects of eDM and websites project delivery, including account management, budgeted man-days, creative development, content plan management and outsourcing with large, multi-national companies LOUIS VUITTON, GALAXY MACAU
•Analyze and evaluate after service delivery and conduct yearly review
•Ensure project deliverables meet client’s requirements, agreed timelines, quality standard and budget
•Responsible for manage another Database Business Unit including budget preparation, marketing strategies, sales plan to meet short and long term sales target in the region of Hong Kong, Shanghai and Guangzhou
•Establish standard production workflow for all areas of operation in coordination to increase efficiency
•Oversee and monitor the campaign operations and deliverables
March 2010 to Administrative and Production Assistant, POAD
Oct 2010
•Oversee in all aspects of stickers production and installation, including production schedule, visual and colour management with different industries before mass production
•Follow up after installation including coordinate the maintenance, demolition schedule and arrangement after service contract, payment to taxi owners
•Responsible for ensuring the installation to demolition go smoothly with taxi owners and printing house
• Organize the corporate meetings e.g. Annual General Meeting, Board Meeting
• Support the Directors’ including travel arrangements, diary, expense claim, other personal matters and all assigned jobs
• Support to legal department, assist to revise the press release and other legal documents
courses: Completed Form 1-7, T.W.G.Hs.