Kam Lun Alan Lai
Assistant Manager
Summary
Results-driven Assistant Manager with a strong background in optimizing workflows and managing daily operations. Skilled in staff supervision and performance reviewing, with a track record of implementing process improvements that drive customer satisfaction and team productivity.
Overview
3
3
Languages
1
1
Certification
9
9
years of professional experience
Work History
Assistant Manager, Customer Service
Manulife International Limited
08.2023 - Current
- Led customer service initiatives to enhance team performance and customer satisfaction.
- Oversaw daily operations, ensuring adherence to company policies and procedures.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Served as a key liaison between customers and internal departments to facilitate timely resolutions for complex issues or escalated complaints.
- Evaluated employee performance against established goals, conducting regular reviews aimed at continuously improving productivity levels.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
- Managed challenging situations involving dissatisfied customers with diplomacy while maintaining professionalism under pressure.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
Senior Customer Service Officer
Bupa
09.2021 - 08.2023
- Address enquiries from brokers and policy members concerning all elements of employee benefits, including movement follow up and claims inquiries, supplying multiple invoices and statements, delivering client reports efficiently.
- Resolved complaints and challenging cases from demanding brokers and clients to ensure satisfaction.
- Maintain positive client relationships with brokers by ensuring rapid response to key client inquiries and complaints.
- Maintained positive client relationships with brokers through prompt responses to key inquiries and complaints.
- Organized complex daily operational cases and collaborated with teammates to identify improvements in service standards.
- Organize complex and formidable cases from daily operation and share with teammates in order to hunt for the way to constantly improve service standard.
- Processing all the daily movement requests from brokers, clients and members such as enrolment, termination, change of member information, changing class in a given TAT with accuracy.
- Issue membership cards for all enrolments, adding dependents or re-issuance with arranging welcome letters, endorsement by following specific requirements.
- Prepare member's Schedule of Benefits assigned by sales team and upload to the portal for member review before the contract year end.
Senior Business Support Officer
AMG Wealth Management Limited
01.2020 - 09.2021
- Prepare all the necessary documents for every application sign cases.
- Followed up on pending new applications, including supplementary documents and arranged medical checkups.
- Coordinated communication with internal and external parties to resolve pending cases.
- Timely review operation and sales workflow in order to give out suggestions to improve efficiency.
- Prepare training material for sales team with updating memos, promotion detail and forms to all the advisors and business channels.
- Collate client's business records and analysis illustration data to match up the suitable products for particular VIP clients.
- Coordinate with sales team, management and operation department in order to maintain smooth interaction on the operation flow and case sharing.
- Answer all the enquiries and resolve complaints from sales, channels and direct clients such as policy status, POS by phone or email
- Managed database and prepared weekly and monthly reports on renewal status and POS case progress.
- To identify the purpose of training purpose and content for business partners.
- To prepare training guide and material to ensure they are matching with the actual need of the participants.
- Discuss with channels for business development strategy.
- Maintain cooperative relationships and provide regular training to business partners.
Customer Service Officer
GET MDream Wealth Management Limited
01.2019 - 01.2020
- Created illustrations to support channel's sales efforts
- Communicate with service providers to obtain accurate answer for client's enquiries.
- Assist client to open bank account
- Processing claim cases by reviewing client's submission of doc and negotiate with insurance service provider for the needful document.
- Responded to channel inquiries post-sale, providing information on policy status, premium updates, due dates, reinstatement options, and surrender processes.
- Regularly update different kind of forms, memo and promotion from difference insurance service providers.
- Processed claim cases by reviewing client submissions and negotiating with insurance service providers for required documents.
- Prepare illustrations for channel's selling purpose
Sales Support Officer
PC International (HK) Limited
04.2017 - 12.2018
- Prepared proposals to support RM's sales initiatives.
- Well organized all the signed applications into relative system.
- Reply RM's and direct clients' POS inquiries.
- Reply RM- Processing claim cases by reviewing client's submission of documents and negotiating with insurance providers for the documents.
Education
Associate of Arts - Arts
HKU SCHOOL OF PROFESSIONAL AND CONTINUING EDUCATION (SPACE)
Admiralty, Hong Kong 04.2001 -
Skills
Operations management
Project management
Customer relationship management (CRM)
Staff management
Staff supervision
Performance reviewing
Workload management
Customer relations
Certification
IIQE PAPER I, II, III, V IA#9041
Timeline
Assistant Manager, Customer Service
Manulife International Limited
08.2023 - Current
Senior Customer Service Officer
Bupa
09.2021 - 08.2023
Senior Business Support Officer
AMG Wealth Management Limited
01.2020 - 09.2021
Customer Service Officer
GET MDream Wealth Management Limited
01.2019 - 01.2020
Sales Support Officer
PC International (HK) Limited
04.2017 - 12.2018
Associate of Arts - Arts
HKU SCHOOL OF PROFESSIONAL AND CONTINUING EDUCATION (SPACE)
04.2001 -