Singing
Sharon Ng
Customer Experience
Summary
Adept at elevating customer relations and advocacy, spearheaded insights that significantly enhanced customer experience. Expertise in training and quality management ensured optimized team productivity.
Overview
25
25
years of professional experience
Work History
Deputy Director of Customer Relations - WPB CPM
HSBC
02.2020 - Current
- Improved customer advocacy by taking deep dives into root causes of complaints and easing customer concerns skillfully
- Championed continuous improvement efforts by encouraging feedback from staff members and showcasing insights during regular meetings
- Cultivated strong relationships with stakeholders to facilitate complaint handling and risk mitigation
- Optimized team productivity by providing guidance to team members, especially to GCB6 & GCB7 members
- Increased overall efficiency of channels handling complaints by offering consultancy
Vice President - Customer Relations – CMB Business
HSBC
05.2018 - 02.2020
- Identified opportunities to improve CDD and CSEM process flows
- Transformed customer experience by exploring continuous service improvement initiatives
Contact Centre Customer Experience Manager
HSBC
03.2016 - 05.2018
- Eradicated calls to Contact Centres by streamlining internal processes for more efficient issue resolution
- Deflected calls to digital channels and reduced response time to customer inquiries for more rewarding customer contacts
- Implemented data-driven strategies to identify areas needing improvement in customer journey
- Collaborated with GCCB to ensure Group initiatives and projects could be implemented in local market with ultimate results
- Conducted training and sharing sessions to local and overseas markets respectively for better customer experience
Customer Relations Manager – CVM
HSBC
07.2014 - 03.2016
Assistant Manager Quality Assurance & Complaint
China Construction Bank (Asia) Corporation Limited
07.2013 - 07.2014
Senior Quality Assurance Officer
Hutchison Telecommunications (Hong Kong) Limited
07.2012 - 07.2013
- Supervised 40+ Quality Assurance Specialists in Guangzhou to oversee the service quality of Hong Kong and Guangzhou call centres
- Delivered training / refresher sessions to call centre members for standardized service levels
- Formulated scripts and Q&As for efficient and effective call handling
Senior Supervisor - Customer Service
China Construction Bank (Asia) Corporation Limited
09.2010 - 07.2012
CRM Executive - Training & Quality Assurance
CSL Limited
06.1999 - 03.2010
- Formulated training plans and conducted training programs to CRM Call Centres in Hong Kong and Guangzhou
- Evaluated service quality by deployment external agency for surveys and conducted call calibration sessions amongst stakeholders
- Liaised with external agency to recruit and interview customer service officers and managers
Education
Bachelor (Hons) of Social Science - Economics
The Chinese University of Hong Kong
04.2001 -
Skills
Complaint Management
Training & Quality Assurance
Process Improvements
Recruitment and hiring
Data Analysis
Interests
Cooking
Traveling
Accomplishments
2011 Hong Kong Call Centre Association Award –
Contributed in both written submission and on-site assessment to win (i) Best Contact Centre in Quality Assurance – Bronze Award and (ii) Inbound Contact Centre of the Year – Bronze Award
HSBC -
Unsung Heroes Award – September 2020
Bring NPS to Life Recognition – 4th Quarter 2020
Bring NPS to Life Recognition – 1st Quarter 2021
Bring NPS to Life Recognition – 2023 Round 1
Bring NPS to Life Recognition – 2023 Round 2
Bring NPS to Life Recognition – 2023 Round 3
Timeline
Deputy Director of Customer Relations - WPB CPM
HSBC
02.2020 - Current
Vice President - Customer Relations – CMB Business
HSBC
05.2018 - 02.2020
Contact Centre Customer Experience Manager
HSBC
03.2016 - 05.2018
Customer Relations Manager – CVM
HSBC
07.2014 - 03.2016
Assistant Manager Quality Assurance & Complaint
China Construction Bank (Asia) Corporation Limited
07.2013 - 07.2014
Senior Quality Assurance Officer
Hutchison Telecommunications (Hong Kong) Limited
07.2012 - 07.2013
Senior Supervisor - Customer Service
China Construction Bank (Asia) Corporation Limited
09.2010 - 07.2012
Bachelor (Hons) of Social Science - Economics
The Chinese University of Hong Kong
04.2001 -
CRM Executive - Training & Quality Assurance
CSL Limited
06.1999 - 03.2010
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