Carol Law

• Lead a 24*7 Customer Care team including Voice, Chats and correspondence and report to COO
• Lead the team to provide extraordinary services to the customers since the team is the only channel which customer can contact in the Virtual Bank
• Draft, implement, and execute policies and procedures to facilitate a quality customer service experience
• Establish performance metrics for customer service representatives and develop career path to the team
• Review service levels timely and provide recommendations for the department
• Identify and recommend the technology tools that can improve customer experience or enhance the work efficiency
• Lead the team to develop and implement methods to record, assess, and analyze customer feedback
• Lead the team to develop and implement training and quality assurance programs for new hires and experienced employees
• Draft and implement the department’s budget

Key Achievements

• Improve Service levels and ABN rates over 50% in 3 months
• Manage the team to handle over 600 chats and 150 voice calls with 16 staff in an incident of 3 hours
• Manage 90% of the average speed answer (ASA) less than 90 secs during the incident of 3 hours and able to manage the ASA less than 60 secs after the incident of 15 mins

• Lead the operation teams and ensure the Merging and Acquisition to Chubb Life smoothly in July
• Lead the operations teams and work with other stakeholders including but not limited to systems UAT, skill sets inventory of the operation teams so that the customer experience can be maintained at high standards
• Ensure the Customer Service team(Voice, Live Chat and Correspondence teams), Broker Service team and TPA teams working seamlessly in order to provide an excellent customer journey and experience
• Ensure the record, email and other data are kept properly in the control of governance for the separation
• Provide input into workforce planning in the teams include the external providers
• Adapt department plans and prioritize to address resource and operational challenges
• Provide strong and dynamic leadership that develops and guides team members to efficiently leverage the value of all incoming calls
• Develop, implement effective internal and external quality assurance programs in order to meet SLAs and exceed customers/ brokers’ expectations
• Resolve escalated complaints
• Own customer and broker portal utilization and actions on customers/brokers’ feedbacks in order to provide a better journey

Key Achievements

• Set up a new Avaya system, IVR flows, dashboard and reports with vendors in the team transfer to Chubb
• Lead the team to ensure that the data separation and system split worked smoothly as BAU in Day 1 after transition to Chubb Life
• Maximized talents utilization without additional headcounts to the team

Reason for Leaving Chubb

I realized that Chubb’s culture is quite different from Cigna which is what attracted me initially to join Company. Secondly My Roles and Responsibilities were different from what i expected, main focus was on complaint handling only upon transition to Chubb. Thus I felt that the environment was not conducive for my personal growth and development.

• Standardized customer experience in all of the retail branches and improve the customer satisfaction
• Turn customer feedbacks into actions from different channels but not limited to Customer Compliments, Net Promoter Scores and Customer Complaints
• Lead the teams and work with the local team in retail area to standardize all the staff engagement activities and align with company’s purpose and values
• Work with different stakeholders to enhance the staff experience by organizing focus groups, exchange meetings, and all other ways
• Lead and arrange staff engagement activities to uplift the staff morale
• Act as a Champion of diversity and inclusion, community and sports, to encourage inclusive culture, integrating work life balance and reaching out to community
• Formulate and implement staff value, recognition, engagement initiatives, team building activities and communication sessions in line with the bank and people strategies in Retail Distribution
• Collect voices feedback from frontline and facilitate management to enhance customer experience, work efficiency and staff well-being

Key Achievements

• Compliments increased 87% & Complaints decreased 30% across all the retail branches in HangSeng in 2021
• Improved NPS scores across all the retail branches in HangSeng in 2021
• Held various staff engagement activities and enhance the sense of Purpose & Values in SnapShot Survey

• Lead one Outbound sales team and one inbound sales team to achieve performance expectations include Account upgrades, credit card acquisitions, Life e-products, General Insurance, Spot FX, Time Deposits and Digital Migrations
• Maximize the team’s capability in order to gain the highest revenue to the contact centre
• Maximize the team’s productivity to achieve Group Service Levels and Abandoned Rates
• Initiate strategies across the teams to gain the maximum returns in the Sales teams and support the Service Levels across the service teams in Customer Contact Centre
• Promote and motivate the teams to act HSBC Values and RIGHT behavior

Key Achievements

• Over-achieved Performance expectations in Account upgrades, credit card acquisitions, Time Deposits and Digital Migrations in 2020 and YT-July 2021
• All the inbound hotlines achieved the Group Service levels and Abandoned Rates
• Won Silver Award in Corporate Award “Outbound Sales Team” in the industry of Finance and Insurance in HKCCA 2020
• Won Silver Award in Individual Award “Customer Contact Centre Inbound Manager “ in 2020
• Led the project of HKCCA in 2021
• Gained 2 Gold, 1 Silver, 2 Bronze in Team Awards & 3 Gold 4 Silver and 3 Bronze in individual Awards

• Lead three teams in customer center, Customer Service Team, Retention Team & Telemarketing Team to achieve the Service Level Standard, New Business Sales targets, Renewal and Retention rates
• Prepare customer service reports and make recommendations to strengthen customer service culture
• Coordinate with internal business partners, design, drive and implement contact centre revenue generation initiatives
• Make decision to prioritize business initiatives with right balance of business impact and team capacity
• Engage proactively with stakeholders of business and supporting teams, build effective partnership to drive business initiatives
• Carry out call monitoring to ensure the quality and procedure are in line with the requirements of respective campaigns
• Lead the team leaders to ensure the service and operational of call centre agents through channels such as telephone and emails
• Ensure the customers’ feedbacks are turned into solutions and recommendations for the customer center and the company in order to deliver high-quality services
• Identify areas of improvement on contact centre sales operations and sales administrative area to ensure effective process and quality deliverables

Key Achievements

• Compliments increased 100% in 1H 2019 vs 1H 2018
• Overall business returned increased over 200% in 1H 2019 vs 1H 2018
• Retention business increased from 60% to 80% in 1H 2019 vs 1H 2018

• Responsible for developing and conducting product and skill training modules for Hang Seng Commercial Banking sales team
• Provide daily sales support including sales materials and motivational toolkits to drive up the sales process
• Handle price liaison with underwriters on new/renewed business quotation process according to Bupa policy and procedures
• Liaise and work closely with back office to ensure excellence in service delivery
• Assist and implement strategies to the department head to uplift the sales momentums in the bank and sales team
• Handling complaints and feedbacks from both bank parties and external clients, fact find the complaints and work out the best solutions for the clients

• Maintaining good relationship with clients by offering good and quality sales and after sales services
• Attending to customer complaints, feedback and recommendations
• Collecting, Analyzing Market data and information, maintaining and observing the Bank’s internal / external auditor’s regulations and controls
• Developing, implementation and monitoring of the marketing strategy including what elements to highlight to best drive the objectives of the business in order to achieve and exceed customer’s needs and expectations
• Assisting my head of department to identify the bottlenecks affecting/hindering smooth delivery of products and services to our customers, implementing strategies and solution initiatives to enhance the company’s product and service offerings
• Ensuring compliance of the company policy in order to maximize on growth through business retention by prioritizing excellent customer relations, actively seeking out feedback and suggestions from clients, colleagues and improving own performance based on that feedback
• In close collaboration with the head of Department, to periodically asses our business levels in terms of achievements in relations to the budgeted turn over and premium objectives
• With the input of the head of Department and other team members develop and implement the sales and services strategy

• Selling and Promoting Insurance business to individuals and corporate Clients
• Growing and maintaining customer portfolio by working closely with Relationship Managers in the commercial Banking for new business opportunities
• Handling customer’s enquiries as well as complaints in regards to both medical and general insurance policy guidelines as well as operation processes in a view to assist our customers experience the best customer’s services
• Ensuring good and excellent customer relations by prioritizing our customers’ needs and wants
• Ensuring that our clients receive prompt and quick services by escalating their concerns / complaints with the head of department in liaison with the insurance underwriters
• Carrying out investigations in view of customer complaints, monitoring of service delivery levels to identify services gaps in the company to ensure that effective and efficient solutions are provided in a timely manner to the customer.

• Handling walk-in customers i.e Explain policy features, claims procedures and customer feedbacks to customers
• Provide training to new staff, explain operations procedures in details, impacting them with the necessary skills and know how so that they can handle their work more efficiently and effectively
• Co-operate with the quality assurance team, find out the trainees’ weaknesses, and work out the schedule plan to ensure maximum productivity
• Enquiry for medical insurance products for individual plans and group schemes
• Enquiry for claims issues so that the customers can get the greatest benefit from their scheme
• Hold the project of “Customer Service Week” for Bupa Hong Kong

• Performing call monitoring duties to ensure that junior staff are providing professional and satisfactory service to our clients
• Finding out individual’s weaknesses to enable customized training, guidance and strategic plans are designed and provided to individuals in order to improve service quality and uplift the sales
• Ensuring that the team complies with the bank’s regulatory frame work and compliance on sales and service levels
• Ensuring that team members’ logs and keys in correct data codes and follows the laid down rules and procedures, during and after the call with every customer
• Investigations of dispute cases
• Floor management E.g Reduce call abandonment rate and ensure better utilization of resources
• Prepare sales and services strategic plans in order to maximize the use of company resources
• Communicating with teams, handling customer’s feedback and their suggestions and taking up the same with senior management to facilitate a smooth working environment
• Implementing strategies and procedures that increases employees’ efficiency and effectiveness in the discharge of their duties and responsibilities in order to better and increase the global survey score of the business
• Correlate and Report individual employee performance data to the senior management
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Key Achievements

• Top Sales Agent Award 2010 in HSBC Phone Banking
• The Highest Commendation Award 2008 in HSBC Phone Banking
• Top Service Agent Award for 1st and 2nd Quarter 2008 in HSBC Phone Banking
• Super Sales for 4th quarter 2007 in HSBC Phone Banking
• Project Award by the Insurance Institute of Hong Kong 2007