Shanice Kwok
Insurance | Customer Service
Summary
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
13
13
years of professional experience
3
3
Languages
Work History
Executive, Operations - Customer Service
Liberty International Insurance Limited
04.2023 - Current
- Explain motor insurance coverage to customers
- Provide advice on making a motor claim and the processes involved, and collect accurate information and documents to proceed with a claim
- Resolve customer service issues using company processes and policies and provide updates to customers.
- Provide support to motor underwriting team by acting as a bridge between customers and underwriters
- Perform ad-hoc task as required by supervisor
- Handle customer’s complaints and feedback to supervisor for service improvements
Senior Customer Service Representative
Manulife International Limited
11.2021 - 03.2023
- Explain group life & medical benefit coverage to customers
- Provide advice on making a medical claim and the processes involved, and collect accurate information and documents to proceed with a claim
- Resolve customer service issues using company processes and policies and provide updates to customers.
- Perform ad-hoc task as required by supervisor
- Handle customer’s complaints and feedback to supervisor for service improvements
Dental Clinic Assistant
Prince Philip Dental Hospital
11.2020 - 08.2021
- Prepare daily schedules for dental staff
- Help with infection control by sterilizing and disinfecting instruments
- Set up instrument trays and prepare materials
- Order dental supplies and maintain dental equipment inventory
- Maintain good communication with other departments by answering phone calls
Flight Attendant
Cathay Dragon
04.2019 - 10.2020
- Ensure inflight safety and security
- Work as a team to deliver excellent service
- Interacting with customers and demonstrating product & destination knowledge
- Be aware of customers’ needs and willingness to work extra miles
- House keeping of cabin, galley and lavatory
Flight Attendant
Hong Kong Airlines
12.2017 - 12.2018
- Ensure inflight safety and security
- Work as a team to deliver excellent service
- Interacting with customers and demonstrating product & destination knowledge
- Be aware of customers’ needs and willingness to work extra miles
- House keeping of cabin, galley and lavatory
Medical Secretary/ Receptionist
Doncrest Medical Centre
10.2016 - 10.2017
- Assisted in examination and treatment of patients under direction of physician.
- Helped prepare and hook up a patient for a Holter test.
- Input all patient information into computer database and file.
- Checked in patients, collected all personal, medical and insurance information necessary.
- Performed monthly inventory and maintained office and medical supply counts.
- Scheduled patient appointments.
- Organized front desk tasks, such as filing papers, filling out appropriate medical forms.
- Communicated with insurance providers and pharmacies about patient's insurance and medication
- Friendly and personable demeanor with patients and all medical staff and personnel.
Programming Coordinator
Gallery 1265
09.2014 - 04.2015
- Company Overview: University of Toronto
- Addressed visitors’ enquiries and complaints in courteous manners, upholding the Gallery’s image
- Curated 3 art exhibitions with student artists and faculty members, building awareness of the Gallery
- Arranged refreshments and tables, provided on-site support and performed ad-hoc duties for eight receptions, developing good relationship with students, artists, workers, and faculty members
Sales Associate - Summer Job
05.2013 - 08.2013
- Helped locate or obtain merchandise based on customer needs initiatively
- Explained use, operation, and care of merchandise to customers when necessary
- Helped tackle customers problems
- Managed stock in store
Swim coach – Part Time
05.2013 - 08.2013
- Taught students swim stroke techniques patiently
- Ensured things were taught on schedule
- Kept a good relationship with both students and parents
Swim coach – Part Time
Hin Tin Swimming and Lifesaving Association
07.2012 - 08.2012
- Taught students swim stroke techniques patiently
- Ensured things were taught on schedule
- Kept a good relationship with both students and parents
Sales Associate - Summer Job
Mannings
06.2012 - 08.2012
- Helped locate or obtain merchandise based on customer needs initiatively
- Explained use, operation, and care of merchandise to customers when necessary
- Helped tackle customers problems
- Managed stock in store
Education
Professional Diploma of Insurance -
Vocational Training Council
Wanchai, Hong Kong 04.2001 -
Bachelor of Science - Year 3
University of Toronto
High School Diploma -
Markville Secondary School
Markham, Ontario 04.2001 -
Skills
Customer-oriented
Customer service
Team player
Problem-solving
Complaint resolution
Multitasking
Administrative skills
Analytical skills
Highlights
Swim Coach
Bronze Medallion and Emergency First Aid
ABRSM Grade 8 in Piano and Music Theory
Timeline
Executive, Operations - Customer Service
Liberty International Insurance Limited
04.2023 - Current
Senior Customer Service Representative
Manulife International Limited
11.2021 - 03.2023
Dental Clinic Assistant
Prince Philip Dental Hospital
11.2020 - 08.2021
Flight Attendant
Cathay Dragon
04.2019 - 10.2020
Flight Attendant
Hong Kong Airlines
12.2017 - 12.2018
Medical Secretary/ Receptionist
Doncrest Medical Centre
10.2016 - 10.2017
Programming Coordinator
Gallery 1265
09.2014 - 04.2015
Sales Associate - Summer Job
05.2013 - 08.2013
Swim coach – Part Time
05.2013 - 08.2013
Swim coach – Part Time
Hin Tin Swimming and Lifesaving Association
07.2012 - 08.2012
Sales Associate - Summer Job
Mannings
06.2012 - 08.2012
Professional Diploma of Insurance -
Vocational Training Council
04.2001 -
High School Diploma -
Markville Secondary School
04.2001 -
Bachelor of Science - Year 3
University of Toronto
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