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
Sales General Manager (Greater China) at Eluomeng HK Limited (Element 14 HK)Sales General Manager (Greater China) at Eluomeng HK Limited (Element 14 HK)