Hiu-Ching, Candy Tang

SUPERVISOR, CUSTOMER SERVICE

Sep 2019 - Mar 2024

Customer Service

• Delivered expert bilingual support to customers via telephone, written correspondence, and personal visits, providing detailed policy information, product knowledge, and addressing complaints.
• Served as the first point of contact for resolving customer complaints and handled escalations as required.
• Coordinated with internal departments and stakeholders to design and implement strategies for resolving operational issues and complaints maximizing efficiency and effectiveness.

Agency relationship Service

• Managed a section of Agency Relationship Management (ARM) services, resolving complex issues related to underwriting, claims, and policy administration with professionalism and efficiency.

VIP Lounge Service

• Support tailored insurance and wealth management services.
• Provided MSV and cashiering services for High Net Worth (HNW) clients, ensuring flexibility and exceptional client satisfaction.

Team management

• Supervised daily operations to meet performance, quality, and service targets.
• Increased team productivity through effective communication and collaboration, reducing customer service center waiting times and achieving a KPI of under 15 minutes starting from Q4 2024.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Assisted management with daily operations, reporting, and decision-making processes to streamline workflows.
• Conduct meetings and briefings to front-line staff and reinforce the operation processes & uplift team performance. Provided clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
• Mentored and trained junior staff to support their professional growth and enhance their role-specific skills.
• Fostered a strong team culture by facilitating open communication and encouraging the exchange of ideas in a supportive environment.

• Led a team of 4 specialists to ensure exceptional service delivery and drive overall team performance.
• Assisted in daily operational tasks, including client check-ins and check-outs, managing inquiries, scheduling appointments, and coordinating with doctors and clinics for referrals.
• Drafted and updated Standard Operating Procedures (SOPs) to improve efficiency and service quality.
• Established the guidelines and system of scheduling specialists’ appointments.

• Hands on experience on starting-up new franchise outlet
• Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
• Managed inventory control, cash control, and store opening and closing procedures.
• Assisted with hiring, training and mentoring new staff members.
• Completed point of sale opening and closing procedures.

• Managed inbound and outbound sales initiatives for cruise memberships targeting key markets, including Hong Kong, China, Singapore, Taiwan, Malaysia, and Thailand.
• Effectively handled a high volume of calls, bookings, feedback, and complaints escalated by subordinates or other teams, maintaining professionalism and delivering exceptional customer service under pressure.
• Hands on experience of setting up a new sales team by established proper KPIs, call flows and SOP to enhance efficiency & effectiveness of daily operation process.
• Developed and implemented standard call flow for better service quality, which expanded active member base 30% in 2018.
• Developed the materials for 3 weeks training programs and now still used by company.
• Trained more than 20+ executives, developing them into productive team with excellent product knowledge, service standard and selling skills.
• Arranged regular vessel inspection to the team for updating the knowledge of customer and cruise experience.

PRODUCT COORDINATOR

September 2011 - April 2013

• Managed FIT Luxury Travel Product Development for the South East Asia and China markets, achieving a distinguished reputation for promoting Thailand's luxury resorts.
• Designed hotel and air ticket bundled packages, overseeing every stage from concept creation, vendor sourcing, and pricing strategy to marketing material preparation and product launch coordination with relevant departments.
• Cultivated strong relationships with world-class hotels, airlines, tourism boards, and land operators to support contracting, operational, and marketing activities.
• Identified business opportunities through active participation in seminars, site inspections, trade shows, and familiarization trips. Prepared sales and marketing proposals with mutually beneficial strategies that delivered ROI for all stakeholders.
• Provided personalized service by managing VIP inquiries, feedback, and travel arrangements for assigned markets.

Achievements:

• Negotiated exclusive contract rates with hotels and vendors, introducing numerous unique travel packages over five years, driving revenue growth of 10% to 30%.
• Recognized as one of the Top 3 Hong Kong Travel Agents for Banyan Tree Phuket in 2015 and 2016.
• Generated over 400 room nights for FIT bookings at a target resort hotel within one month.

• Planned and executed events and marketing programs to increase qualified leads.
• Collaborated closely with sales teams to ensure alignment between promotional activities and revenue goals.
• Analyzed market trends to identify new opportunities for growth, driving the expansion into untapped markets.