Catherine Suk Man Chan
Client Relationship Management / Key Account Management
Kowloon
Summary
- Client-focused professional with successful 12-year career in consumer products sector. Dynamic successful applying strong interpersonal skills and responsive manner in busy business environment.
- Multi-tasking Manager well-known for demonstrating expertise, including competitive offerings, pricing, and market positioning.
- Encouraging manager and analytical problem-solver as well as excellent customer relations aptitude and relationship-building skills.
- Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths resulted in service / revenue / market share increase.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
- Hardworking and passionate job seeker with strong required skills eager to secure this job position. Ready to help team achieve company goals.
Overview
23
23
years of professional experience
3
3
Languages
Work History
Senior Manager, Client Relationship Management
Bureau Veritas Consumer Products Services
Kowloon Bay, Hong Kong
2017.05 - 2024.12
- One-stop key role to hunt new business, develop program and maintain strong long-term relationship with customers, resulting in gaining market share and increased revenue.
- Expand the scope to all consumer products including Toys & Juvenile Products ( TJP), Hardlines(HL), Health & Beauty Food products(HBF), garments(SL) as well as their Inspection / audit aspects (IAA) service required; Known of global technical requirement of specific product types.
- F2F client meeting with KPI reports presentation at regular basis to demonstrate right service execution and improved performance.
- Liaised with global team at different countries including US / EU / UK / APAC regions during price / tender negotiation, managed program set up / training and implemented new client program to sites with regular monitoring audit review.
- Collaborated with Finance / Growth initiatives team by using CRM tools to track sales activities / revenue, such as Salesforce, Tableau, Power BI, etc.
- Secured EUR 4M business ( Base client protection hits 90%, Market share gain from competitors hits 20% ).
- Identified and pursued new business development GI resulting in double digits increase additionally contribute to revenue.
Manager, Client Relationship Management
Bureau Veritas Consumer Products Services
Kowloon Bay, Hong Kong
2012.05 - 2017.04
- Established team priorities, maintained schedules and monitored performance.
- Managed client relationship with senior-level personnel.
- Accomplished multiple tasks within established timeframes, including RFP, client program roll out, implementation and monitoring of the outcome.
- Leveraged KPI data and analytics to make informed decisions and drive business improvements.
Assistant Manager, Client Relationship Management
Bureau Veritas Consumer Products Services
Kowloon Bay, Hong Kong
2008.05 - 2012.04
- Maintain strong long-term relationship with key clients, resulting in gaining market share and increased revenue.
- Known of global technical requirement of specific product types especially for toys product category.
- F2F client meeting with KPI reports presentation at regular basis to demonstrate right service execution and improved performance.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Identified and pursued new business development growth initiatives resulting in double digits increase additionally contribute to revenue.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Assistant Manager, Customer Service
Bureau Veritas Consumer Products Services
Kowloon Bay, Hong Kong
2005.10 - 2008.04
- F2F client meeting to understand more client's needs, gain market intelligent to make sure our service is competitive.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Followed through with client requests to resolve problems.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Senior Executive, Customer Service
Bureau Veritas Consumer Products Services
Kowloon Bay, Hong Kong
2004.07 - 2005.09
- Lead / motivate a team of customer service team to ensure they stay on tasks to hit the KPIs and meet customer satisfaction.
- Tailor made client specific Standard of Operation ( SOP ) for the team to execute with flexibility provided
- Evaluated employee performance and conveyed constructive feedback to improve skills. Supervised them to remove the road blocks.
- Established and directed successful programs to make sure client's requests are well implemented.
Executive, Customer Service
Bureau Veritas Consumer Products Services
Kowloon Bay , Hong Kong
2001.08 - 2004.06
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handle >100 customer service enquiries / complaints at daily basis involving QA investigation for the root causes / corrective action plan provided.
- Worked effectively in fast-paced environments.
- Applied effective time management techniques to meet tight deadlines.
Education
Bachelor of Science (Honours) - Biology
The Hong Kong University of Science And Technology
Hong Kong 1995.01 - 1 1997
Skills
MS Office (Word, PowerPoint, Excel) ( Excellent ) Chinese word processing ( Excellent ) Salesforce ( Excellent )
Business administration
Strategic planning
Sales and marketing
Negotiation
Business Development
Account management / KAM
Strong Inter-personal skills
Result-driven
Client-focus / CRM
Timeline
Senior Manager, Client Relationship Management
Bureau Veritas Consumer Products Services
2017.05 - 2024.12
Manager, Client Relationship Management
Bureau Veritas Consumer Products Services
2012.05 - 2017.04
Assistant Manager, Client Relationship Management
Bureau Veritas Consumer Products Services
2008.05 - 2012.04
Assistant Manager, Customer Service
Bureau Veritas Consumer Products Services
2005.10 - 2008.04
Senior Executive, Customer Service
Bureau Veritas Consumer Products Services
2004.07 - 2005.09
Executive, Customer Service
Bureau Veritas Consumer Products Services
2001.08 - 2004.06
Bachelor of Science (Honours) - Biology
The Hong Kong University of Science And Technology
1995.01 - 1 1997