Kinno Kwong KAM
Customer Service Manager
Tung Chung,NIS
Summary
Results-Driven Customer Service Executive with 6+ years of management experience in fintech and banking. Proven ability to lead large, global teams, optimize operations, and drive significant revenue growth. Expert in leveraging data analytics and automation to enhance customer experience and operational efficiency. Operational Excellence: Elevated team performance by uplifting SLAs by 20% and strategically reducing HKMA complaint ratios by 78% through robust root-cause analysis. Revenue Generation: Successfully transitioned service teams to revenue drivers, tripling sales contribution from 3% to 10% of the bank's total through service-to-sales initiatives. Strategic Automation: Led end-to-end automation projects, including AI chatbots and omni-channel integrations, deflecting 20% of customer inquiries and streamlining service workflows. Global Team Leadership: Managed and scaled 24/7 customer service teams of up to 40+ staff across multiple regions (HK, Dubai, Cyprus), fostering talent through dedicated mentoring programs. Experienced with team leadership in customer service environments. Utilizes conflict resolution and motivational techniques to enhance team performance. Knowledge of customer satisfaction strategies and team dynamics. Hands-on Customer Service Manager effective in motivating others to reach optimum potential. Collaborative multitasker with thoughtful leadership style and equitable task delegation. Organized facilitator of numerous competing variables to meet team goals of serving clientele.
Overview
13
13
years of professional experience
Work History
Customer Service Team Manager
MOX Bank
05.2023 - Current
- Manage 24
- 7 customer service team with scale of over 40 peoples in various channels
- Optimize resource planning by volume forecast in various aspects as well as SLA uplifting planning
- Review and rectify service performance with data analysis , NPS score, satisfaction score as well as complaint route cause analysis.
- Develop and coordinate with lead of customer service to drive revenue through service to sales.
- Monitor and record potential operation risks in operation and related empowerment related process.
- Work closely with different department to drive customer experience improvements.
- Organize mentoring program and complaints handling programas telent program for developing talents
- Key achievements
- Elevated key service level agreements (SLAs) for call and chat channels by 20% from 63.6% to 82%.
- Tripled the sales revenue contribution from lending products from 3% to 10 % of the bank’s total.
- Decreased complaint ratio from
- Reduced the ratio of complaints escalated HKMA to 78% (from 18% to 4%) .
- Less than 10% attribution rate for staff
- Kept satisfaction rate more than 80%
Customer Service Manager
Exinity/FXTM Global
08.2020 - 04.2023
- Led several customer service automation projects, including ChatBot set-up and enhancement projects, Mobile apps, as well as customer omni-channels etc.
- Collaborated with business analyst in various automation projects to identify business requirements, create and documenting workflows and agree on business solutions.
- Actively coordinated with sales, marketing, and compliance to ensure new workflows and systems running smoothly, closely monitored the effectiveness of the workflows and systems
- Liaised with internal technical team to work on prioritizing various internal and external issues or bug fixing according to resource availability and business strategy
- Training and enhancement program
- Developed and administered training program for customer service team monthly
- Accessed training and development needs raised from quality and operation metrics
- Organized refresher training and quizzes for catch up purposes
- Daily operation flows and UHNW cases handling
- Scheduled shifts and managed smooth operations flows for more than 20 members in different locations (i.e. HK, Dubai, Cyprus, Australia), continuously monitored traffic patterns to allocate appropriate resources for different shifts
- Attended to client enquiries and complaints handling, especially for UHNW clients
- Conducted complaint investigation and reviewed internal process to draw improvement plan, coordinated with dealing, sales and marketing team to improve business efficiency and enhance services standards
- Managed to utilize investigation and reviews tools through regular meetings, data analysis with measuring metrics comparison of knowledge score and operation scores (such as NPS,FCR, and SLA etc.)
- Key achievements
- Set up a chinese customer service robot in Wechat mini program which deflects around 20% of the simple inquiry
- Integrated multiple channels into omni channel of zendesk with appropriate internal and external journey
- Trained and set up several team in Dubai and Australia with team size of 10 and 5 respectively.
Operation and Customer Team Leader
ATFX Securities
04.2019 - 08.2020
- Actively involved in project scoping and coordination of the projects
- Collaborated with technical team to prioritizing the functions and user requirements
- Communicated with different stakeholders on potential challenges related to business procedures that may affect outcome of the projects and completion date
- Performed UAT testing and monitored system performance with preparing periodic reports
- Operations Management
- Established a newly formed team in Taiwan with 10 teammates
- Prepared and trained the team to ensure they are in scope of business requirements
- Maintained service standards with scorecard and deflection knowledge gaps in service cycles.
- Handled complaints cases and order checks for different instruments.
Knowledge Expert
Payoneer Hong Kong Limited
06.2017 - 02.2019
- Handled payments in various marketplaces and transfers with banks
- Served high tier customers with monthly income over USD 30k
- Coached and trained 10 colleagues and acted as escalation points for complaints cases
- Investigated low survey enquiries and delivered service recovery.
Customer Service Officer
Intercontinental Grand Stanford Hotel
01.2016 - 04.2017
- Handled inbound enquiries within hotel
- Served checkin and out guests
Customer Service Officer
The Excelsior hotel and The Hollywood Hotel
01.2013 - 01.2015
- 3 months working interns
Education
Bsc (Hons) - Hotel Management
The Hong Kong Polytechnic University
06.2015
Licensing Examination for securities and futures intermediaries - undefined
01.2023
Insurance intermediaries Qualifying Examination - undefined
01.2024
Timeline
Customer Service Team Manager
MOX Bank
05.2023 - Current
Customer Service Manager
Exinity/FXTM Global
08.2020 - 04.2023
Operation and Customer Team Leader
ATFX Securities
04.2019 - 08.2020
Knowledge Expert
Payoneer Hong Kong Limited
06.2017 - 02.2019
Customer Service Officer
Intercontinental Grand Stanford Hotel
01.2016 - 04.2017
Customer Service Officer
The Excelsior hotel and The Hollywood Hotel
01.2013 - 01.2015
Bsc (Hons) - Hotel Management
The Hong Kong Polytechnic University
Licensing Examination for securities and futures intermediaries - undefined
Insurance intermediaries Qualifying Examination - undefined
Skills
Skills
undefinedCURRENT SALARY
HKD46300 per month
EXPECTED SALARY
HKD56000 per month
NOTICE PERIOD
2 Months
References
Reference – provide upon request
CURRENT SALARY
HKD46300 per month
EXPECTED SALARY
HKD56000 per month
NOTICE PERIOD
2 Months