Gillian Wong
Sham Shui Po
Summary
Dynamic customer service specialist with a proven track record at DBS, enhancing customer satisfaction through expert problem-solving and advanced communication. Recognized for analytical thinking and collaboration, driving efficient service delivery and boosting company reputation.
Overview
25
25
years of professional experience
Work History
Specialist
DBS
11.2018 - Current
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
Customer Service Officer
KGI Hong Kong Limited
08.2000 - 11.2018
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted call-in customers with questions and orders.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
Education
Master Of Arts - Translation
The Chinese University of Hong Kong
Shatin, Hong Hong06.2006
Master Of Arts - Journalism
The Chinese University of Hong Kong
Shatin, Hong Kong05.2002
Bachelor Of Arts - Asian Studies, Economics
University of British Columbia
Vancouver, Canada08.1999
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Coaching and mentoring
- Team performance improvement
- Teamwork and collaboration
- Excellent communication
Affiliations
Taekwondo Instructor
Languages
Chinese (Cantonese)
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Specialist
DBS
11.2018 - Current
Customer Service Officer
KGI Hong Kong Limited
08.2000 - 11.2018
Master Of Arts - Translation
The Chinese University of Hong Kong
Master Of Arts - Journalism
The Chinese University of Hong Kong
Bachelor Of Arts - Asian Studies, Economics
University of British Columbia