MELVIN SUNG

(The company provides different types of hearing test and sells hearing aid products)

• Managed the Customer Service Department with 14 team members to support the daily operations of 9 branches in Hong Kong (of which 1 was newly opened since Sep 2024), duties including selling hearing aid product, payment handling, appointment management, hearing test report checking, client document collection etc
• Liaised with different clinics to formulate proper and efficient insurance claim arrangement and process for different insurance companies (e.g AIA, UMP, QHC, Blue Cross etc)
• Handled all complaints raised by patients and acted as the company representative talk and propose possible solutions to resolve (e.g Offering discount, arranging special treatment etc)
• Assessed each team member’s performance and prepared their appraisal with concrete improvement actions
• Prepared the CS training materials and provided training to team members on daily operations to align with the company strategy
• Hosted bi-weekly team meetings for the CS Department to present observations and improvement areas in each branch
• Represented the CS Department to attend the weekly management meeting to discuss marketing strategies, branch matters, management concerns etc

(The company sells different imported health products including supplement, food, skincare etc and provides bioresonance treatment)

• Managed the daily operations of two health centres and shops in HK which include: Prepare daily and monthly financial and sales report for management, process customers / clients’ enquiries & orders, monitor and conduct the monthly stocktake, allocate tasks for the team and coordinate with different teams
• Maintained the online shop platforms (e.g HKTV Mall and official website) e.g Launch and discontinue products, review product ingredients to ensure fulfilling platform’s requirement, reconcile stock availability periodically
• Designed and executed marketing plan from comparing prices / promotion with competitors on similar products, prepare promotion event poster / online material, analyze promotion effectiveness
• Controlled product quality and stock level by estimating sales trends, liaising with suppliers on product quality and purchase orders, arranging logistics for delivery

• Handled customer enquiries from online platforms

(e.g Facebook, Instagram etc) and offered solutions within 3 working days, approximately 15 enquiries per day

• Acted as the salesperson to introduce new products or promotions to customers when suitable
• Investigated verbal and written customer complaints in a professional and timely manner from various channels (Facebook, OFCA, Consumer Council, Instagram), approximately 10-20 cases per week and often received complement from customers
• Coordinated with other internal teams (e.g Maintenance, stores, marketing etc) to come up with the proper and effective assistance to customers at enquiry or complaint cases
• Conducted investigation from customer complaints and acted as a quality checking function on the internal teams, e.g Sales, Customer Service, Maintenance teams. If necessary, provide feedback and guidance, both formally and informally, for them to ensure company strategy is rightly followed
• Assisted Marketing and Product Team to assess the promotion effectiveness and product quality improvement areas by sharing the customer feedback or reaction every quarter

• Supported approximately 1000+ enterprise solution customers to process their enquiries or resolve issues in a professional manner and built the relationship with them, e.g Office relocation, services installation and termination, billing etc., approximately 100+ cases per week. Otherwise, resolved technical issues such as email, Broadband and Telephone services, monitor call log and network latency, discuss with company network operations center team to provide solutions to solve the problem for enterprise solutions customers such as Bank of China, Café de Coral, Maxim's Caterers
• Handled two external company business and operation systems which were acquired by HKBN, i.e New World Telecommunications, WTT HK Limited
• Led and guided new teammates on the daily work, e.gHandle customers case, get familiar with HKBN services, the effective and efficient ways of working etc