Leung Wai Yan Febby
Summary
Diligent and patient person with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Teleservices Manager
Bank of China(Hong Kong)
08.2020 - 12.2024
- Handle high volume of call inquiries and ensuring high-quality service delivery. (Online banking support, GI, Investment and Banking Service etc.)
- Products cross-selling (Fx, Time deposit, P-loan, Account Upgrade)
- Resolved customer complaints (e.g Account and Transaction conflicts)
- As an experience trainer, organized training course and provide to new joiner and existing employees
- Organized development sessions for my teammates, leading to improved performance and skill sets.
- Admin work(Part of on-boarding process, organize duty roster etc.)
Senior Customer Service Representative
Hang Seng Bank Limited
03.2019 - 08.2020
- Handle high volume of call inquiries and ensuring high-quality service delivery. (Online banking support, GI, Investment and Banking Service etc.)
- Products cross-selling (Fx, Time deposit, P-loan, Account Upgrade)
- Resolved customer complaints (e.g Account and Transaction conflicts)
- Administration work (e.g Fund trading document settlement)
- Compliance regulatory issues handling (e.g CDD)
Client Care Specialist
Veterinary Specialty Hospital
09.2016 - 03.2019
- Handle inquiries via telephone, email and in-person. Provided friendly greeting to visitors and schedule patient appointments
- Communicate between doctors and clinics to facilitate referrals
- Administration work (e.g Data input, filling medical record etc.)
- Handle general complaints
- Provide professional and special care to client, especially emotional support to enhanced client satisfaction.
Official
Leisure and Cultural Services Department
09.2014 - 08.2016
Barista
Starbucks Coffee
08.2012 - 01.2014
Education
Diploma in Food & Nutrition
HKU SPACE Community College
06-2012
F.7 Graduated
Buddhist Wai Yan Memorial College
06-2011
Skills
- Customer service
- Shift scheduling
- Staff training and development
- Team leadership
- Multi-tasking skill
Certification
HKSI 1, 7, 8
IIQE 1, 2, 3
Expected salary
HKD 36,000
Languages
English
Full Professional
Portuguese
Full Professional
Chinese (Cantonese)
Native or Bilingual
Timeline
Assistant Teleservices Manager
Bank of China(Hong Kong)
08.2020 - 12.2024
Senior Customer Service Representative
Hang Seng Bank Limited
03.2019 - 08.2020
Client Care Specialist
Veterinary Specialty Hospital
09.2016 - 03.2019
Official
Leisure and Cultural Services Department
09.2014 - 08.2016
Barista
Starbucks Coffee
08.2012 - 01.2014
HKSI 1, 7, 8
IIQE 1, 2, 3
Diploma in Food & Nutrition
HKU SPACE Community College
F.7 Graduated
Buddhist Wai Yan Memorial College
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