Julia L N Chu

• 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 touch-points.

• Design and 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.

• 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

• 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: