Iris Lui
Flat F, 17/F, Block 1, City Garden, North Point,Hong Kong
Summary
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Talented [Job Title] bringing [Number] years of call center work experience in inbound, outbound and blended environments. Maintains positive client relations and solves problems with excellent communication skills. Hardworking professional possesses knowledge of management methods and techniques.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Assistant Unit Manager
Hutchison Telecommunication Hong Kong Limited
2017.02 - Current
- Handled complaints from patients and families and immediately took steps for quick resolution and to prevent reoccurrence.
- Assisted in development and implementation of policies, procedures and regulations for unit operations.
- Met with nursing staff and support personnel to plan services, programs and activities.
- Protected patients and employees by developing and interpreting infection-control policies and protocols and maintained patient confidence by monitoring confidential information.
Account Service Manager
HKT Services Limited
Hong Kong
2015.08 - 2017.02
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Maintained store equipment, printers and fax machines.
- Met customer call guidelines for service levels, handle time and productivity.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Account Services Manager
Hutchison Telecommunication Hong Kong Limited
2010.11 - 2015.08
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Delivered engaging and polished presentations to build connections with potential customers and distinguish business from competitors.
- Devised strategies to perform at required goal level and achieve monthly quota.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Established performance and service goals and held associates accountable for individual performance.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Administrative & Account Assistant
LS Electronics Company Limited
2010.03 - 2010.11
- Executed record filing system to improve document organization and management.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs.
- Leveraged accounting software to manage expenses and keep track of finances.
- Managed relational database to store information for reference, reporting and analysis.
Administrative & Account Assistant
Larry Company
Hong Kong
2009.05 - 2010.03
- Executed record filing system to improve document organization and management.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs.
Passenger Service Agent
Jardine Aviation Service Limited
Hong Kong
2005.03 - 2007.07
- Oversaw ticketing, gate and ramp services.
- Escorted handicapped passengers from terminal to aircraft.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Announced flight status updates and information about gate changes over PA system.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Tagged baggage and routed to appropriate location for loading and screening.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Receptionist & Junior Secretary
Amax Business Centre
Hong Kong
2004.02 - 2005.02
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Managed multiple tasks and met time-sensitive deadlines.
- Corresponded with clients through email, telephone or postal mail.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Maintained confidentiality of information regarding clients and company.
- Answered phone promptly and directed incoming calls to correct offices.
Education
Bachelor of Arts - Social Sciences
City University of Hong Kong
2000.09 - 2003.08
High School Diploma -
Langara College
1999.01 - 2000.08
Timeline
Assistant Unit Manager
Hutchison Telecommunication Hong Kong Limited
2017.02 - Current
Account Service Manager
HKT Services Limited
2015.08 - 2017.02
Account Services Manager
Hutchison Telecommunication Hong Kong Limited
2010.11 - 2015.08
Administrative & Account Assistant
LS Electronics Company Limited
2010.03 - 2010.11
Administrative & Account Assistant
Larry Company
2009.05 - 2010.03
Passenger Service Agent
Jardine Aviation Service Limited
2005.03 - 2007.07
Receptionist & Junior Secretary
Amax Business Centre
2004.02 - 2005.02
Bachelor of Arts - Social Sciences
City University of Hong Kong
2000.09 - 2003.08
High School Diploma -
Langara College
1999.01 - 2000.08