Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Hi, I’m

Julia L N Chu

Hong Kong

Summary

Driving technology adoption & digital transformation for customer center.

A B2C leader who is passionate about growth and people and a strong believer in digital and customer experience.

Enjoy achieving company objectives and partnering with people of different functional or cultural background.

Overview

13
years of professional experience
3
years of post-secondary education
1
Certification

Work History

T&O Customer Centre, DBS Bank, Kong

Customer Service Manager
12.2016 - Current

Job overview

  • Manage the team to ensure optimal customer service experience and satisfaction.
  • Oversee customer feedback and complaints, and implement strategies to address issues and improve customer service experience.
  • Develop and implement strategies for digital transformation of customer service center, including the introduction of digital solutions to manage demand call and reduce wait time for customers.
  • Achieve KPIs related to customer satisfaction, response time, and call resolution rate.
  • Plan and execute customer service center strategies to improve customer satisfaction and reduce complaints.
  • Collaborate with different functional to ensure seamless customer experience across all touchpoints.
  • Conduct regular training sessions and coaching to improve team performance and customer service skills
  • Skills:
  • Excellent communication and interpersonal skills.
  • Strong leadership and team management skills.
  • Proficient in customer service software and digital tools.
  • Strategic thinking and problem-solving skills.
  • Ability to develop and implement KPIs and measure team performance.

1010 Commercial Group, CSL Mobile Limited

Corporate Account Executive
07.2015 - 07.2016

Job overview

  • Managed P&L of 500+ premier corporate accounts for clients in banking, financial, logistics and insurance sectors
  • Led Product Managers and external consultants to tailor solutions in customer acquisitions and service renewal processes
  • Proactively drove ongoing service improvements opportunities through provisioning of innovative and digital solutions to meet customer’s needs, hence increased revenue and customer life-time value
  • Maintained TOP-CLASS relationship with senior management of premier accounts
  • Provided personalized service to meet and occasionally exceed customer’s expectation
  • Key Accomplishments: ◼ Star of the month – Highest New Sales % Achievement Award (Corporate Market), May’16

CSL Mobile Limited

Senior Customer Service Officer, Premier Member Executive
01.2011 - 07.2015

Job overview

  • Provide professional and quality customer services via handling inbound calls of the mobile customers
  • Delivered omni-channel and personalized customer service for premier members
  • Effectively identify customers’ needs by providing appropriate solutions
  • Specialized in serving English and Mandarin speaking customers
  • Handled escalated complaints from junior officers and strive for customer satisfaction
  • Assisted managers to analyze customer’s feedbacks and designed solutions to improve satisfaction
  • Coordinated with internal stakeholders and facilitated program design and end-to-end implementation
  • Participated on design operation procedures when program launch; conducted review to drive improvement of efficiency
  • Provided guidance to junior officers; Conducted performance review and assist on motivated the members to meet KPIs
  • Key Accomplishments:

Education

University of Greenwich

Bachelor of Arts from Business Studies
09.2019 - 04.2022

University Overview

Skills

Microsoft Office, including MSOutlook, MSWord, MS Excel and MSPowerPoint

Employee performance evaluations

Employee performance evaluations

Staff Management

Staff supervision

Project Management

Digital Strategy

Customer Experience Management

Parter Relationship Management

E-commerce

Digital Transformation

Additional Information

Additional Information

Accomplishments:

  • CRM , Device Hero Award (3 consecutive months, Mar – May’11)
  • CRM VAS Hero Award (Jun, Oct and Dec’11)
  • CRM Recontracting Hero Award (Jul, Oct, and Dec’11)
  • Call Centre Immersion Award – Customer Experience Management (Aug’12)
  • Career Development Program Award – selected candidate for promotion (Jun’14)
  • Nominee of HK Call Centre Association Award, Mass Market – Inbound Contact Centre Group (Jun’15)
  • Yan Hei Hero Award (Customer Satisfaction Survey), 1010 Hotline Team (Jul – Sep’14) Customer Service Executive ( Fixed Line Call Centre ) Jun 2010 – Nov 2010
  • GoldAward,IconicComplimentProgram(2017) n Super“RED”AgentAward(2018)
  • IconicHero–ComplimentAward (2019)
  • Super Red Supervisor (2019)
  • WeTQ (2023) Collaborate Win for DBS (Card Team)
  • T&O Function Special Award (2023) Chatbot onboarding

Certification

國家語委普通話水平測試

Timeline

國家語委普通話水平測試

12-2019
University of Greenwich
Bachelor of Arts from Business Studies
09.2019 - 04.2022
Customer Service Manager
T&O Customer Centre, DBS Bank, Kong
12.2016 - Current
Corporate Account Executive
1010 Commercial Group, CSL Mobile Limited
07.2015 - 07.2016
Senior Customer Service Officer, Premier Member Executive
CSL Mobile Limited
01.2011 - 07.2015

Similar Profiles

CREATE PROFILE
Julia L N Chu