Suet Ling Jelly Ng
Hong Kong
Summary
Proven Customer Relations Executive at I-cable Communications Limited, adept in CRM software and complaint handling, significantly enhanced client retention through strategic service policies. Demonstrated exceptional cross-selling abilities and interpersonal skills, ensuring high satisfaction and efficiency in fast-paced environments. Expert in fostering client relationships and resolving issues with a results-driven approach.
Overview
36
36
years of professional experience
Work History
Customer Relations Executive
I-cable Communications Limited
02.1995 - Current
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Developed and implemented customer service policies and procedures.
- Developed new employees and on-going performance assessment of current employees.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
Waitress
Grand Hyatt Hotel
02.1992 - 02.1995
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
- Provided timely tableside assistance to guests requiring additional condiments or utensils.
Receptionist
TRANSNATIONAL TELECOM SYSTEM (HK) LTD.
04.1991 - 11.1991
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Senior Waitress
HOTEL NIKKO HONG KONG
12.1988 - 04.1991
- Bussed and reset tables to keep dining room and work areas clean.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Inspected dishes and utensils for cleanliness.
- Managed food resources, memorized orders, and coordinated customer service.
Education
HKCEE
Chu Hi Middle School
Mong Kok, Hong Kong09.1984
Skills
- Complaint Handling
- Client Retention Strategies
- CRM software proficiency
- Cross-selling abilities
- Chinese input method
Timeline
Customer Relations Executive
I-cable Communications Limited
02.1995 - Current
Waitress
Grand Hyatt Hotel
02.1992 - 02.1995
Receptionist
TRANSNATIONAL TELECOM SYSTEM (HK) LTD.
04.1991 - 11.1991
Senior Waitress
HOTEL NIKKO HONG KONG
12.1988 - 04.1991
HKCEE
Chu Hi Middle School
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