Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Margaret Lai

Customer Care Manager
Hong Kong

Summary

Experienced Customer Care Manager bringing 17 years of quality performance in customer support supervisory roles. Passionate about delivering exceptional customer service through the mentoring and coaching of team members through effective communication and feedback.

Demonstrates strong problem solving abilities, specifically when resolving customer complaints in a swift and satisfactory manner. Recognized for proactively identifying and addressing issues in order to optimize processes and support team objectives. Possesses extensive experience in managing third-party relationships, including delivery, subscription agents and technical support enhancing service efficiency and reliability.

Excels in cross-departmental collaboration, working effectively with regional peers and global departments to achieve organizational objectives and KPIs.

Pursuing full-time role that presents professional challenges, leverages existing interpersonal skills and experience to help achieve company goals.

Overview

25
25
years of professional experience

Work History

Customer Care Manager

The Financial Times (HK) Ltd
Mar.2006 - Nov.2023
  • Modernized Customer Care and Finance team operations, reducing case resolution times and improving overall customer experience; reduced escalated customer complaints by 60% through proactive team training and empowerment
  • Acted as a subject matter expert on internal fulfillment systems, contributing to cross-departmental collaborations
  • Increased Hong Kong team’s global engagement in activities by 100% in one year, enhancing team visibility and cohesion
  • Led a team of 5 members responsible for resolving customer complaints, achieving timely and satisfactory outcomes
  • Coached and guided Customer Care Executives in KPI delivery, fostering a culture of open feedback and continuous improvement; developed and implemented best practice documentation and training programs for team processes
  • Managed third-party relationships, enhancing service delivery and customer satisfaction.

Account Manager

Thomson Financial
Mar.2003 - Mar.2006
  • Managed a diverse portfolio of domestic and global accounts with annual revenues of $500,000+ with a keen focus on establishing strong relationships and delivering tailored solutions
  • Collaborated with product specialists and sales teams to conduct effective product demonstrations and training sessions
  • Identified and capitalized on upsell opportunities, contributing to business growth and customer retention.

CLIENT SERVICES EXECUTIVE

IFR Publishing at Thomson Financial
Mar.2000 - Nov.2002
  • Responsible for managing subscription renewals for niche financial publications, achieved an average monthly retention rate of 80%, shared feedback on cancellations with management team
  • Ensured customer details were set up correctly for new subscriptions and customer information was corrected formatted in the fulfillment database managed in London.

BUSINESS ADMINISTRATOR

Vantage Properties & Management HK Ltd
03.1999 - 02.2000
  • Liaised with customers based in Hong Kong to ensure documentation was signed and returned to London office within given deadline
  • Provided updates on status of property sale, rental and management or general maintenance requirements
  • Assisted at property exhibitions, worked with developers and helped with general customer queries.

Education

Bachelor of Science with Honours (BSc Hons) -

Glasgow Caledonian University

Skills

Key Competencies: Customer Relationship Management, Team Leadership, Process Improvement, Brand Representation, Complaint Resolution, Staff Mentoring, Training & Development

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Languages

English
Native language
Cantonese
Proficient
C2

Timeline

Customer Care Manager

The Financial Times (HK) Ltd
Mar.2006 - Nov.2023

Account Manager

Thomson Financial
Mar.2003 - Mar.2006

CLIENT SERVICES EXECUTIVE

IFR Publishing at Thomson Financial
Mar.2000 - Nov.2002

BUSINESS ADMINISTRATOR

Vantage Properties & Management HK Ltd
03.1999 - 02.2000

Bachelor of Science with Honours (BSc Hons) -

Glasgow Caledonian University

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