Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

Kathy Yeung

-
Hong Kong,新界

Summary

Knowledgeable and dedicated customer service professional with extensive over 10 experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. 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

1
1
Language
7
7
Certifications
6
6
years of post-secondary education
17
17
years of professional experience

Work History

Wealth Management Manager

Manulife (International) Limited
06.2018 - Current
  • Deliver professional financial planning to individual clients on life and medical protection, risk management, savings planning, investment planning, retirement planning and MPF etc.
  • Provide professional service to corporate clients on MPF, group medical plan and business insurance.
  • Maintain ongoing client relationship and develop an affluent client base.
  • Provide team management and attempt planning strategies for building team.

Call Centre Customer Services Manager

Bank of China 中國銀行 BOC Services (Kunshan) Co. Ltd
08.2013 - 04.2018
  • Handle Bank of China (HK) Hotline - Credit Card Centre
  • According to in charge of the business plan, the overall objectives, improve departmental work plans, assisting the team construction and management in supervision work, with the shift, responsible for supervising and guiding the work of online customer service, ensure that clients are provided the telephone to answer or dial out service and guarantee quality of service and excellent.
  • Managed team of over 150 employees, overseeing hiring, training, and professional growth of employees.
  • Responsible for customer service quality supervision work, track seating call quality performance, seat through sampling record, identify problems and propose training requirements.
  • Focused on business performance, strategic adjustment and planning, and communicate regularly with team , department and put various processes.
  • Online seating staff and supervisors to provide needed expertise and necessary guidance.
  • Performing phone tasks as needed, help customers to solve problems.
  • Proper handling of customer complaints and suggestions, and maintaining customer relationships, try to avoid complaints, providing customers with high quality services, improve customer satisfaction.
  • Dealt with strictly according to the operational processes of the business, answers to problems in business consulting and handling day-to-day operations, service pointers, and make any necessary assistance and mobility.
  • Assist in team building, jobs and the training of staff, conduct interviews with employees on a regular basis.
  • Encounter a system or venue to run any abnormal situation should be promptly reported and emergency measures implementation-related tasks.
  • Take up whole cycle of recruitment & selection activities.

Customer Services Officer

Bank of China Credit Cards (International) LTD
09.2010 - 06.2013
  • Assist the call centre operates smoothly (HK & Shenzhen Call Centre).
  • Monitoring of call centre calls, waiving case.
  • Monitor call centre cases of non-compliance.
  • Handled the tasks of implementing, improving and reviewing the policies of the organization.
  • Provide training for customer services department staff and call centre staff.
  • Tracked call traffic and identified the areas that need to be improved.
  • Assist system development.
  • Handled complex CSR queries and complaints.
  • Prepare daily and monthly reports and analysis.
  • Internal / External communication.
  • System development.
  • Managed a team of staffs.
  • Reviewed reports updated by team.
  • Performed market research surveys on customer needs and requirements.

Customer Services Representative

Epro Telecom Bank of China
01.2009 - 07.2010
  • Working in call centre - inbound call.
  • Mainly to answer inbound customer enquiries, complaints & customer follow-up case.
  • Solved customer queries and concerns in an efficient way.

Customer Services Representative

Standard Chartered Bank (HK) LTD
04.2006 - 12.2008
  • Working in call centre - inbound call.
  • Mainly to answer inbound customer enquiries, complaints , customer follow-up case & online transactions.
  • Solved customer queries and concerns in an efficient way.
  • Provide training for Shenzhen call centre staff.

Sales Executive

Magazines International
11.2004 - 02.2006
  • Working in call centre - Outbound call.
  • Deliver sales to meet monthly targets.
  • Receiving a list of prospectus customers and making calls to each customer regarding the purchase of magazines.
  • Opening the calls with good greetings and confirming the permissions from customers to continue the conversations.
  • Phone call follow-ups.

Member Consultant

Learning Technologies (HK) LTD
10.2003 - 11.2004
  • Deliver sales to meet monthly targets.
  • Handling sales and marketing activities, such as fairs and promotional event.
  • Phone call follow-up Qualifications IIQE Paper 1,2,3,4,5 Expect salary: HKD 27,000 above.

Education

Centre Advanced Certificate in accountancy -

Kwun Tong Vocational Training
09.2002 - 07.2003

Centre Certificate in business Accounting LCCI & I Second level of accounting - undefined

Kwun Tong Vocational Training
09.2001 - 07.2002

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Lok Sin Tong Young Ko Hsiao Lin Secondary School Form
09.1996 - 07.2001

Skills

Professional telephone demeanor

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Certification

English Name: Yeung Suk Kwan (Kathy)

Additional Information

Qualifications

IIQE Paper 1,2,3,4,5

Expect salary: HKD 22,000 above

Reference: available upon request

Timeline

Wealth Management Manager

Manulife (International) Limited
06.2018 - Current

Call Centre Customer Services Manager

Bank of China 中國銀行 BOC Services (Kunshan) Co. Ltd
08.2013 - 04.2018

Customer Services Officer

Bank of China Credit Cards (International) LTD
09.2010 - 06.2013

Customer Services Representative

Epro Telecom Bank of China
01.2009 - 07.2010

Customer Services Representative

Standard Chartered Bank (HK) LTD
04.2006 - 12.2008

Sales Executive

Magazines International
11.2004 - 02.2006

Member Consultant

Learning Technologies (HK) LTD
10.2003 - 11.2004

Centre Advanced Certificate in accountancy -

Kwun Tong Vocational Training
09.2002 - 07.2003

Centre Certificate in business Accounting LCCI & I Second level of accounting - undefined

Kwun Tong Vocational Training
09.2001 - 07.2002

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Lok Sin Tong Young Ko Hsiao Lin Secondary School Form
09.1996 - 07.2001

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