Tsz Shan, Gubby Lung
Room 2215, Heng Kwai House, Tin Heng Estate,
Summary
Dynamic and results-driven professional with extensive experience in insurance brokerage support, specializing in new business (NB) processes, underwriting (UW), and point of sale (POS) operations. Proven track record in managing broker relationships, facilitating payment requests, and enhancing operational efficiency. Adept at developing engaging training materials and conducting briefings to elevate team performance. Skilled in conflict resolution and fostering collaboration across departments to achieve organizational objectives. Recognized for exceptional problem-solving abilities and commitment to customer satisfaction.
Overview
8
8
years of professional experience
Work History
Senior Officer, Brokerage Support
Manulife
12.2020 - Current
- Conduct a preliminary review of the NB application documents and follow up with brokers if any issues are identified.
- Manage payment requests from brokers, including TT payment locations and CCAA form processing.
- Develop engaging training materials and product quiz exercises for broker partners.
- Revise the bulletin message and promotional materials for broker partners.
- Collaborate on the DDQ exercise with broker partners.
- Address inquiries from brokers regarding NB, UW, and POS.
Supervisor
Hong Kong Ocean Park
07.2019 - 12.2020
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Senior Customer Service Representative
AIA
05.2017 - 06.2019
- Oversee incoming phone and email inquiries related to NB, POS, and claims.
- Implement solutions-oriented strategies when addressing challenging situations or dissatisfied customers.
- Collaborate with internal departments on case investigations and operational matters.
- Conduct briefings and prepare training materials for new team members.
- Recognized with the "2018 Best Performance of New Staff" award.
Education
High Dipolma - Marketing
Lingnan Institute of Further Education
04.2001 -
Skills
Qualification in IIQAS (Paper 1 & 3)
Fluent in Chinese, English & Putonghua in Written and Speaking
Good computer skills in MS Office
Able to work under pressure with good problem sollving skillls
Timeline
Senior Officer, Brokerage Support
Manulife
12.2020 - Current
Supervisor
Hong Kong Ocean Park
07.2019 - 12.2020
Senior Customer Service Representative
AIA
05.2017 - 06.2019
High Dipolma - Marketing
Lingnan Institute of Further Education
04.2001 -
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