Summary
Work History
Education
Skills
Certification
Timeline
Generic
Hau Yan Rachel Cheng

Hau Yan Rachel Cheng

Customer Service Professional
Room D, 15/F, Southern Building, 3 Wing Fong Road,Kwai Chung, N.T.

Summary

Dynamic professional with 6+ years of experience in customer service and operational excellence. Dedicated to enhancing customer satisfaction and fostering long-term relationships. Proven track record in analyzing customer feedback and implementing effective solutions to elevate service standards. Strong leadership and training skills ensure compliance with operational procedures while prioritizing quality. Committed to delivering tailored solutions that meet diverse customer needs, consistently contributing to company business growth.

Work History

Retail Banking Trainee

HSBC
08.2024 - Current
  • Enhanced customer satisfaction by efficiently addressing and resolving banking inquiries, including accounts, online banking, mortgages, loans, cards, and insurance
  • Recommended suitable financial products to meet customer needs and enhance satisfaction
  • Collaborated with branch staff to deliver efficient banking solutions
  • Fostered trust and long-term relationships with customers
  • Ensured compliance with banking regulations in all interactions

Senior Omni Customer Care Leader

Decathlon Hong Kong Company Limited
02.2023 - 07.2024
  • Developed and implemented customer service policies to ensure consistent, high-quality service across all channels
  • Monitored customer satisfaction to identify improvement areas and implemented necessary changes
  • Collaborated with departments (e-commerce, marketing, etc.) for a seamless customer experience
  • Conducted satisfaction surveys and analyzed data to identify trends for improvement
  • Mentored junior staff members, helping them develop leadership skills and advance their careers within the organization
  • Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation
  • Handled inquiries, complaints, and feedback via in-person, phone, email, and social media

Service Leader

Decathlon Hong Kong Company Limited
06.2022 - 01.2023
  • Created, enforced, and maintained operational procedures in-store to guarantee the safety of teammates, and our customers
  • Monitoring and analyzing customer feedback to identify trends, issues, and opportunities for improvement
  • Oversaw daily store operations and handled customer complaints via face-to-face, phone, and email
  • Managed rosters and productivity, working hours, and cost control
  • Conducted HK level of Customer Interaction Training
  • Conducted individual decision meetings with teammates to plan and develop their careers

Senior Omni Service Leader

Decathlon Hong Kong Company Limited
12.2021 - 06.2022
  • Oversaw daily store operations and managed internal and external communication
  • Handled customer complaints and resolved issues in a timely and professional manner
  • Managed rosters and productivity, ensuring effective cost control
  • Conducted HK level of Customer Interaction Training to enhance the customer service skills of teammates

Part-time Omni Service Leader

Decathlon Hong Kong Company Limited
08.2020 - 12.2021
  • Managing and responding to customer inquiries, complaints, and feedback through multiple channels such as in-store, online, and social media platforms
  • Ensuring that the store is clean, organized, and visually appealing, in accordance with company standards
  • Cash and Online order handling

Part-time Customer Service Officer

V Walk, Kai Shing Management Services Limited
04.2020 - 09.2020
  • Handling customer inquiries, complaints, and feedback through various channels such as in-person, phone, email, and social media platforms
  • Providing excellent customer service to ensure customer satisfaction and loyalty
  • Processing transactions and redemption

Part-time Sales

Mi Home HK
02.2020 - 08.2020
  • Welcoming customers, understanding their needs, and offering appropriate solutions and recommendations
  • Demonstrating and explaining product features and benefits to customers
  • Processing sales transactions, including cash handling and credit card payments, and ensuring accuracy and security
  • Maintaining the store's appearance and cleanliness to provide a pleasant shopping environment for customers

Part-time Waitress and Sales/ Telephone Operator

Royal View Hotel
12.2017 - 01.2020
  • Answer in-store and telephone inquiries
  • Cash and Online order handling
  • Responsible for daily operation
  • Basic complaint handling

Education

BBA - Strategy And International Management

City University of Hong Kong
Hong Kong
04.2001 -

Skills

Understanding Banking Regulations

Certification

IIQE paper 1,2,3,5 & HKSI 1

Timeline

IIQE paper 1,2,3,5 & HKSI 1

09-2024

Retail Banking Trainee

HSBC
08.2024 - Current

Advanced Personal Fitness Trainer - AASFP

02-2023

Senior Omni Customer Care Leader

Decathlon Hong Kong Company Limited
02.2023 - 07.2024

Service Leader

Decathlon Hong Kong Company Limited
06.2022 - 01.2023

Senior Omni Service Leader

Decathlon Hong Kong Company Limited
12.2021 - 06.2022

Part-time Omni Service Leader

Decathlon Hong Kong Company Limited
08.2020 - 12.2021

Part-time Customer Service Officer

V Walk, Kai Shing Management Services Limited
04.2020 - 09.2020

Part-time Sales

Mi Home HK
02.2020 - 08.2020

Part-time Waitress and Sales/ Telephone Operator

Royal View Hotel
12.2017 - 01.2020

BBA - Strategy And International Management

City University of Hong Kong
04.2001 -

Similar Profiles

  • Risha Raj

    Risha RajRisha Raj

    Data Scientist - Manager at HSBCData Scientist - Manager at HSBC

    View Profile
  • Sashank Bhoot

    Sashank BhootSashank Bhoot

    Fund Administrator at HSBCFund Administrator at HSBC

    View Profile
  • YUGAMBIGA RAJENDRAN

    YUGAMBIGA RAJENDRANYUGAMBIGA RAJENDRAN

    Assistant Manager at HSBCAssistant Manager at HSBC

    View Profile
Hau Yan Rachel ChengCustomer Service Professional