Moka Mok
Contact Centre Manager
Hong Kong
Summary
Experienced Assistant Customer Service Manager bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Contact Centre Manager
HKT Teleservices
09.2023 - Current
- Oversaw strategic planning, management, and control of contact center operations
- Optimized the use of service center resources to deliver services efficiently and cost-effectively, ensuring we meet and exceed established service and quality standards, as well as customer satisfaction metrics
- Managed budget and costs, including traffic, resource allocation, and financial forecasting for the contact center
- Designed and implemented best-in-class procedures and practices to ensure effective execution
- Build and nurture a highly motivated, productive, and professional operations team that understands client business needs, industry trends, and potential development opportunities
- Lead support functions such as compliance, quality assurance, and training to ensure successful program implementation
- Drove the expansion of program scale, profitability, productivity, and the scope of work with clients
- Managed AI project initiatives by coordinating cross-functional teams, ensuring alignment with business objectives, and integrating AI solutions to enhance operational efficiency and customer experience
Assistant Customer Service Manager
City Chain
04.2022 - 06.2023
- Oversaw customer service team in contact center, resolving customer inquiries, issues or complaints via phone, emails, WhatsApp and social media platforms
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires
- Took ownership of customer issues and followed problems through to resolution
- Offered instant advice and assistance to team members, paying attention to special needs or requests from customers
- Monitored and reviewed calls and emails to ensure team members comply with company guidelines particularly related to quality of service
- Reviewed repeated issues to solve problems and improve company outcomes
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Evaluated team members performance and conveyed constructive feedback to improve skills
- Prepared monthly reports summarizing the assigned customer service teams performance
- Contributed to Chatbot (OminChat) development and refinement
Store Manager
Hong Kong Technology Venture Career (HKTVmall)
04.2022 - 06.2023
- Managed daily operation and maintenance of 4 stores and 1 Mega store
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints
- Implemented new quality assurance and customer service standards
- Optimized store displays and appearance via strategic merchandising
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation
Assistant Customer Service Manager
City Chain
04.2021 - 02.2022
- Oversaw customer service team in contact center, resolving customer inquiries, issues or complaints via phone, emails, WhatsApp and social media platforms
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquiries
- Took ownership of customer issues and followed problems through to resolution
- Offered instant advice and assistance to team members, paying attention to special needs or requests from customers
- Monitored and reviewed calls and emails to ensure team members comply with company guidelines particularly related to quality of service
- Reviewed repeated issues to solve problems and improve company outcomes
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Evaluated team members performance and conveyed constructive feedback to improve skills
- Prepared monthly reports summarizing the assigned customer service teams performance
- Contributed to Chatbot (OminChat) development and refinement
Customer Service Supervisor
Hong Kong Technology Venture Career (HKTVmall)
03.2017 - 03.2021
- Oversaw several customer service teams in contact center, comprised of over 30 customer service specialists in resolving to customer inquiries, issues or complaints via phone, live chat, emails and social media platforms
- Monitored and managed real time traffic to meet KPIs
- Organized and oversaw the daily schedules and work of assigned team members to resolve over 2,000 incoming contacts per day
- Monitored and reviewed calls, live chats and emails to ensure team members comply with company guidelines particularly related to quality of service
- Conducted regular meeting & coaching session and motivated team members to deliver hospitable, professional service while adhering to set service models
- Developed standard procedures and policies with different departments for improving the service provided to customers
- Devised customer support strategy to increase customer retention and maintain quality customer service
- Build up reports for analysis and monitoring the trend of contacts
- Familiar with system and software implementation like Salesforce, Zendesk
- Contributed to Chatbot (Clare.AI) development and refinement
- Recruited, interviewed and supervised staffs and implemented mentoring program that offered positive engagement
Customer Service Representative
DHL
11.2015 - 03.2017
- Managed over 100 customer calls per day
- Arranging courier for shipment pickup from clients
- Handled and resolve customers / clients' enquiries and worldwide order chasing
Technical Support Representative
HKT Teleservices
06.2013 - 11.2015
- Managed customers' enquiries about bill and technical issue about mobile network
- Handled and resolved customers inquiries and complaints that escalated from team-members
- Cross-sell mobile service
Education
Bachelor of Arts - Journalism And Communication
Chu Hai College of Higher Education
Hong Kong 09.2008 - 06.2013
Skills
- CRM
- Report preparation
- Inter-department collaboration
- Policy and procedure modification
- Strategic planning
- Workflow planning
- Staff Management
- Customer Relations
- CRM
Timeline
Contact Centre Manager
HKT Teleservices
09.2023 - Current
Assistant Customer Service Manager
City Chain
04.2022 - 06.2023
Store Manager
Hong Kong Technology Venture Career (HKTVmall)
04.2022 - 06.2023
Assistant Customer Service Manager
City Chain
04.2021 - 02.2022
Customer Service Supervisor
Hong Kong Technology Venture Career (HKTVmall)
03.2017 - 03.2021
Customer Service Representative
DHL
11.2015 - 03.2017
Technical Support Representative
HKT Teleservices
06.2013 - 11.2015
Bachelor of Arts - Journalism And Communication
Chu Hai College of Higher Education
09.2008 - 06.2013
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