Connie Chow
Customer Service & Account Servicing
Hung Hom
Summary
As a customer service professional, I have over 10 years of experience with internal & external customer service which has equipped me with strong problem-solving and decision making abilities and excellent organizational and communication skills. I am confident that my strong work ethic and experience will make me an asset to the company.
Overview
23
23
years of professional experience
Work History
Client Service Assistant Manger
Crown Relocation, HK
09.2022 - 11.2024
- Responsible for leading the CS team to provide good quality customer services to ensure services are delivered per customer’s guidelines / specifications and build up good relationship with customers
- Monitoring the daily operations of the department for handling customer enquiries.
- Supervise a team of existing CS staff to ensure services are delivered per customer’s guidelines / specifications
- Execute and deliver quality and effective training to the team in order to align with management objectives and company’s KPI
- Providing recommendation to ensure customer services will at all time be moving in the proper progressive direction and successfully continuously
- Responsible for recruitment functions and coaching/ training for the new staff
- Constantly provides feedback and suggestions to senior management to maintain & develop the customer service level
- Handle all VIP account’s shipment
- Handle a special project with logistic / operation team to assist an orchestra to ship musical instrument to many different countries for their concert.
- Approve all invoices including customer invoice, third party invoice, origin service invoice & destination service invoice
- Coordinate with accounting department for month end and prepare monthly report
- Coordinate with credit control to collect money from customer & company
- Handle external & internal customer complaints
- Assist with my Manager’s ad hoc projects
Team Leader
Crown Relocation, HK
05.2018 - 08.2022
- Responsible for leading the HK CS team to provide good quality customer services to ensure services are delivered per customer’s guidelines / specifications and build up good relationship with customers
- Monitoring the daily operations of the department for handling customer enquiries.
- Supervise a team of existing CS staff to ensure services are delivered per customer’s guidelines / specifications
- Execute and deliver quality and effective training to the team in order to align with management objectives and company’s KPI.
- Providing recommendation to ensure customer services will at all time be moving in the proper progressive direction and successfully continuously
- Responsible for recruitment functions and coaching/ training for the new staff
- Constantly provides feedback and suggestions to senior management to maintain & develop the customer service level
- Handle all VIP account’s shipment
- To be a key account manager to keep relationship with account such as Bloomberg, Deutsche Bank, Philip Morris, Pernod Ricard.etc.
- Coordinate with accounting department for month end and prepare monthly report
- Coordinate with credit control to collect money from customer & company
- Approve all invoices including customer invoice, third party invoice, origin service invoice & destination service invoice
- To handle customer complaints
- Assist with my Manager’s ad hoc projects
Customer Service Manager
Allied Moving Service HK Limited
08.2015 - 01.2018
- Responsible for leading the CS team (include HK and Manila) to provide good quality customer services to ensure services are delivered per customer’s guidelines / specifications and build up good relationship with customers
- Lead the shipping department team to oversee all the issue with the vendors and build up good relationship with them.
- Monitoring the daily operations of the department for handling customer enquiries.
- Supervise a team of existing CS staff to ensure services are delivered per customer’s guidelines / specifications
- Execute and deliver quality and effective training to the team in order to align with management objectives and company’s KPI.
- Providing recommendation to ensure customer services will at all time be moving in the proper progressive direction and successfully continuously
- Responsible for recruitment functions and coaching/ training for the new staff
- Constantly provides feedback and suggestions to senior management to maintain & develop the customer service level
- Handle all VIP account’s shipment
- To be a key account manager to keep relationship with account such as Morgan Stanley, Apple..etc.
- Approve all invoices including customer invoice, third party invoice, origin service invoice & destination service invoice
- Provide quotation for destination service and door to port service
- Coordinate with accounting department for month end and prepare monthly report
- To handle customer complaints
- Provide the rate for the tender from corporate account and oversea agent
- Assist with General Manager’s ad hoc projects
Customer Service Manager
UniGroup Worldwide- Hong Kong Limited
04.2007 - 08.2015
- Responsible for leading CS team to provide good quality customer services and build up good relationship with customers
- Lead the shipping department team to oversea all the issue with the vendors and build up good relationship with them.
- Monitoring the daily operations of the department for handling customer enquiries.
- Supervise a team of existing CS staff to ensure services are delivered per customer’s guidelines / specifications
- Execute and deliver quality and effective training to the team in order to align with management objectives and company’s KPI.
- Providing recommendation to ensure customer services will at all time be moving in the proper progressive direction and successfully continuously
- Responsible for recruitment functions and coaching/ training for the new staff
- Constantly provides feedback and suggestions to senior management to maintain & develop customer service level
- Handle all VIP account’s shipment
- Handle logistic shipment to set up a store (such as GAP & Abercrombie) in HK
- Approve all invoices including customer invoice, third party invoice, origin service invoice & destination service invoice
- Prepare weekly report, monthly report and ISO report
- To handle customer complaints
- Assist with General Manager’s ad hoc projects
Customer Service Officer
Crown Relocation, HK
07.2005 - 04.2007
- Handle enquiries from existing and potential customers
- Arrange a survey appointment to the client
- Typing & sending quotation to the customer
- Handling off-shore, outbound, inbound shipment, local move and packing for storage
- Follow up the whole shipment until the shipment arrive or delivery in destination
- Provide customer service and general information to the corporate client and potential client
- Assist the client to fill up all custom document
- To be a key account manager to keep relationship with account (such as Deutsche bank, SCB, CLSA...etc.)
- Issue customer invoice or intercompany invoice through the system
- Create and verify job cost and rate calculation
- Process the claim insurance
- Handling customer complaints
Marketing Assistant
Patrick Plastic Inc,
10.2003 - 05.2005
- Taking and processing sales orders over the phone or by fax
- To match packing slip with purchase orders and verify the quantities and price
- To arrange the courier services
- To prepare the shipping paperwork including packing list, customs paper work and the waybill
- Issue invoices through Accpac & Access
- Coordinating promotions
- Provide customer service and general information to clients
- Prepare the monthly sales report
- Handling the return items, credit card payments and sampling requests.
- Contact clients who have overdue accounts with us.
- Answer the incoming calls and filing documents.
- Greeting and directing guests
Assistant Sales Manager (Part-time)
First String Sport
03.2002 - 11.2003
- Operate cash register
- Processing credit or debit payments
- Keep track of the inventories
- Answer customers’ inquiries
- Organize and display products
Education
Bachelor of Arts - Economics
York University
Toronto, Ontario 04.2001 -
Skills
Able to work well independently under pressure and an enthusiastic team player
Timeline
Client Service Assistant Manger
Crown Relocation, HK
09.2022 - 11.2024
Team Leader
Crown Relocation, HK
05.2018 - 08.2022
Customer Service Manager
Allied Moving Service HK Limited
08.2015 - 01.2018
Customer Service Manager
UniGroup Worldwide- Hong Kong Limited
04.2007 - 08.2015
Customer Service Officer
Crown Relocation, HK
07.2005 - 04.2007
Marketing Assistant
Patrick Plastic Inc,
10.2003 - 05.2005
Assistant Sales Manager (Part-time)
First String Sport
03.2002 - 11.2003
Bachelor of Arts - Economics
York University
04.2001 -
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