Infopath
Hiu Tung Tony Lui
Technical Customer Service Manager
Shatin
Summary
Personable and results-driven individual with good skills and positive attitude. Possesses deep understanding of customer service principles, paired with strong problem-solving and communication abilities. Capable of creating impactful customer experiences and fostering team success.
Overview
19
19
years of professional experience
1
1
Certification
4
4
Languages
Work History
Customer Service Manager
ASMPT Hong Kong Limited
07.2018 - Current
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Service Session Manager
ASM Pacific Technology
07.2015 - 07.2018
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Senior Customer Service Engineer
ASM Pacific Technology
07.2012 - 07.2015
- Developed troubleshooting guides and resource materials for the team, resulting in improved knowledge sharing.
- Actively contributed to product development by providing valuable insights based on customer feedback and experiences.
- Maintained detailed records of customer interactions, identifying trends and areas for improvement within the organization.
- Led a collaborative effort among team members to develop best practices for troubleshooting complex issues more effectively.
Customer Service Engineer
ASM Pacific Technology
07.2006 - 07.2012
- Assisted customers with software installation, configuration, and troubleshooting, resulting in optimal system performance.
- Conducted root cause analysis on recurring problems, developing long-term solutions that minimized future incidents.
- Led onsite installations of hardware systems for major clients, ensuring smooth integration into existing infrastructure without disruption to daily operations.
- Implemented proactive maintenance plans for clients, reducing downtime and increasing overall system reliability.
Education
Bachelor of Engineering - Automation And Computer Aided Engineering
Chinese University of Hong Kong
Shatin, Hong Kong 04.2001 -
Skills
Technical support
Staff management
Project management
Performance evaluations
Staff education and training
Customer Training
Decision-making
Team building and leadership
ISO 9001/14001/45001 Auditor
Inter-department collaboration
Team building organizer
Software
Excel
Powerpoint
Word
Certification
Driving License
Timeline
Customer Service Manager
ASMPT Hong Kong Limited
07.2018 - Current
Customer Service Session Manager
ASM Pacific Technology
07.2015 - 07.2018
Senior Customer Service Engineer
ASM Pacific Technology
07.2012 - 07.2015
Customer Service Engineer
ASM Pacific Technology
07.2006 - 07.2012
Driving License
03-2006
Bachelor of Engineering - Automation And Computer Aided Engineering
Chinese University of Hong Kong
04.2001 -