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 MSPowerPointundefined

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