Chun Ming Keith Lee

Managed Key Client Relationships
Oversaw accounts for over 80 major companies, ensuring their unique needs were consistently met.

Cross-Functional Collaboration
Led initiatives across teams to address and resolve complex account issues, enhancing overall service delivery.

Workflow Optimization
Worked with various departments to refine workflows and materials, improving efficiency and client alignment.

Client Onboarding Support
Provided tailored product knowledge and resources to support seamless onboarding experiences for clients.

Client-Centric Solutions
Developed customized approaches to ensure services and materials met client-specific requirements effectively.

Strategic Program Planning

Reported to senior management to plan sales and service programs, estimate requirements, and allocate resources effectively.

Team Leadership & Performance

Supervised a team of 4 to support over 600 sales representatives across 6 locations in HK and GZ, achieving sales and service targets for multiple product lines. (period May2019-May2022)

Supervised a team of 5 to support over 1000 sales representatives and support across 7 locations in HK and GZ, achieving sales and service targets for multiple product lines. (period May2022-Jul2023)

Program Evaluation & Training

Reviewed program outcomes, provided recommendations, and delivered training to enhance service quality under various conditions.

Led team members in transitioning from traditional classroom training to an effective and engaging virtual training model.

Customer Experience Improvement

Designed and executed programs to enhance customer experience by analyzing complaints, identifying improvement areas, and implementing corrective measures.

Collaborated with various teams, including operations, marketing, and legal, to review and enhance workflows, ensuring compliance, efficiency, and improved customer satisfaction.

Resource & Campaign Management

Managed manpower and resources for campaigns, developed toolkits, and gathered customer feedback to assess effectiveness.

Sales Campaign Success

Successfully implemented campaigns such as "Project Plus" to boost sales skills and product knowledge, and "Go with You" to retain new employees, increasing ARPU and channel performance.

Team Leadership & Quality Assurance

Supervised 6 quality assurance team members to support over 150 sales agents across 3 HK locations, achieving sales and service targets for inbound and outbound operations.

Sales Skills & Service Standard Enhancement

Improved soft selling skills and service standards through call monitoring, training, coaching, sharing best practices, and refining sales scripts to ensure compliance and build trust.

Collaboration for Long-Term Improvements

Worked closely with sales managers to implement long-term strategies for call center improvements and operational efficiency.

Knowledge-Based System Overhaul

Revamped knowledge-based systems, increasing operational efficiency, response time reliability, and order accuracy.

Quality Mechanism Revamp

Aligned quality enhancement mechanisms to improve customer experience, encouraging agents to provide tailored services beyond their primary product offerings.

Sales & Retention Success

Achieved over sales targets, increased customer satisfaction scores, and boosted newcomer revenues while reducing turnover rates.

Quality Monitoring & Documentation

Collaborated with sales managers to ensure quality monitoring standards were properly documented, recorded, and adhered to for all programs.

Training & Development for QA Team

Conducted new joiner and on-the-job training for QA team members, ensuring alignment with quality monitoring guidelines for new program launches.

Product Leadership & Training Oversight

Appointed as Trainer and Product-In-Charge for Broadband & Pay TV, leading training sessions on product knowledge, systems, and selling skills for call center sales teams.

Syllabus Development

Adjusted training syllabi to align with company directions and operational needs, ensuring training content remained up-to-date and effective.

Complaint Analysis & Prevention

Coordinated with the QA team to investigate complaints, identify issues, and implement preventive measures to enhance service quality.

Customer Insights & Issue Identification

Summarized and analyzed customer complaints to identify recurring issues and provide actionable insights for process improvement.

Call Monitoring Compliance

Conducted call monitoring, ensuring fairness and adherence to the targeted number across all call centers.

Client Engagement & Sales Achievement

Provided tailored services and product recommendations to clients via phone, consistently meeting and exceeding sales targets.

Customer Feedback Management

Handled customer comments, consolidated feedback, and relayed insights to senior management for service improvement.

Sales ExcellenceDelivered tailored services and product recommendations via phone, achieving and maintaining sales targets consistently.

Customer Feedback CoordinationManaged customer comments, consolidated feedback, and provided actionable insights to senior leadership for continuous improvement.