Eunice Yuk Chi Lam
FLAT H, 9/F, BLOCK 1, TAIPO CENTRE ,NTP
Summary
Experienced with customer relationship management, ensuring seamless and positive interactions. Utilizes leadership skills to foster productive team environment and achieve service excellence. Knowledge of advanced problem-solving techniques and customer satisfaction strategies.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Executive (Team Leader)
TUV Rheinland Hong Kong Limited
01.2024 - Current
- Lead team of 4-5 members for customer service delivery
- Provided guidance and support to facilitate team members in service delivery and daily operations
- Handled and resolve complaints and complex enquiries escalated from team members effectively
- Facilitated in developing the automation tools and perform UAT to improve the efficiency of the customer service delivery
Senior Customer Service Executive
TUV Rheinland Hong Kong Limited
07.2021 - 09.2022
- Responded to client request for global certification for Toys and Premiums
- Handled quotations, enquires, project status for key clients
- Communicated with technical team, laboratories to ensure the testing completed on schedule
- Conducted the customer satisfaction reports
Senior Customer Service Officer (Global Market Access)
Intertek Testing Service Hong Kong Limited
04.2018 - 07.2021
- Responded to client request for global certification for electrical appliances
- Collaborated with global agencies and laboratories to access the scope of test, cost, and lead time
- Initiated all project related work by providing instructions to operation team and anticipating potential roadblocks to successful completion
- Handled client enquires regarding the service details, technical issues, and any special requests
- Provided seminars to client regarding the latest global standard and provide training to internal team
Customer Service Executive
Fuji Xerox Document Management Solutions Asia Limited
07.2017 - 04.2018
- Handled client enquires and quotations related to financial printing
- Liaised with internal parties to ensure the UAT and deployment schedule on time
- Monitored the production line to ensure service delivery meet the KPI
Customer Service Administrator
Bureau Veritas Certification Hong Kong Limited
04.2015 - 07.2017
- Initiated second party audits per client’s requests
- Monitored and communicated the project progress, ensure adherences to deadline
- Conducted the customer satisfaction reports
- Assisted in UAT test of new audit platform, monitor the platform to ensure on time report delivery
Customer Relations Executive (Live Chat)
HKT Services Limited
11.2013 - 04.2015
- Answered customer enquiry via live chats and emails
- Provided technical support on mobile phone, broadband and smart living.
- Handled complaints and drafted written reply
- Prepared management reports and provided clerical support to the team
Education
Practical Japanese Course -
Osaka YMCA Japanese Language School
01.2023
Bachelor of Arts - Travel Industry Management
School of Professional Education and Executive Development (SPEED), Hong Kong Polytechnic University
01.2012
Higher Diploma - Event Management and Marketing
Hong Kong Community College, Hong Kong Polytechnic University
01.2010
Skills
- Languages: English, Cantonese, Mandarin, Japanese(N1)
- Computer Skills: Proficient PC knowledge in MS Word, Excel, PowerPoint, Chinese and English Word Processing
- Expected Salary: $26000
- Availability: 1 month notice
Timeline
Senior Customer Service Executive (Team Leader)
TUV Rheinland Hong Kong Limited
01.2024 - Current
Senior Customer Service Executive
TUV Rheinland Hong Kong Limited
07.2021 - 09.2022
Senior Customer Service Officer (Global Market Access)
Intertek Testing Service Hong Kong Limited
04.2018 - 07.2021
Customer Service Executive
Fuji Xerox Document Management Solutions Asia Limited
07.2017 - 04.2018
Customer Service Administrator
Bureau Veritas Certification Hong Kong Limited
04.2015 - 07.2017
Customer Relations Executive (Live Chat)
HKT Services Limited
11.2013 - 04.2015
Bachelor of Arts - Travel Industry Management
School of Professional Education and Executive Development (SPEED), Hong Kong Polytechnic University
Practical Japanese Course -
Osaka YMCA Japanese Language School
Higher Diploma - Event Management and Marketing
Hong Kong Community College, Hong Kong Polytechnic University
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