Summary
Overview
Work History
Education
Awards
Current Salary
Timeline
Generic

Wailyn Ho

Experienced Customer Care Professional
Hong Kong

Summary

Dedicated customer service professional with a background in e-commerce and the luxury industry. Skilled in working under pressure, adapting to new situations, and opening up to challenges equipped with 10+ years of customer service experience and knowledge.

Overview

12
12
years of professional experience
4
4
years of post-secondary education
3
3
Languages

Work History

Customer Care Manager

Wristcheck Exchange Limited
02.2023 - Current
  • Set up the customer care team from scratch in a startup environment.
  • Manage messages and comments from Facebook, Instagram, WhatsApp, WeChat, and Live Chat.
  • Arrange shifting and task allocation among the CS team and freelancers.
  • Research and communicate with service providers in hosting different CS channels into platforms. Building customized reports, labeling, and chatbots.
  • Design and modify the customer experience SOPs and pipelines with all relevant teams (including but not limited to shipping, marketing, social media, engineering, sales, consignment, and boutique operation) for different services.
  • Draft and update the FAQs on the website.
  • Led the project to set up a CRM system with Hubspot with all relevant teams.
  • Draft and update training materials for CS and CRM systems. Provide training to relevant parties.
  • Design, implement, and review customer satisfaction surveys and Trustpilot.
  • Generate and present daily, weekly, and monthly reports to management and relevant departments on customer inbounds and potential leads.
  • Draft and translate internal and external communication materials in English, traditional and simplified Chinese.

Senior Sales and Customer Care Consultant

YOOX NET-A-PORTER GROUP
1 2019 - 01.2023
  • Managed a team of 6 customer care consultants to ensure excellent customer service provided through hotline, email, and Live Chat.
  • Handled complaints and escalations from customers globally.
  • Offered approval on compensation, late returns, faulty issues, etc.
  • Worked closely with the training team to monitor and motivate team performance on Quality Assurance, Productivity, and Sales.
  • Monitored day-to-day call volume, email queues through Real-time New Voice Media system, SalesForce, xTracker, and decided on consultant’s task allocations.
  • Directly reporting to the Customer Care Assistant Manager.
  • Taking up Assistant Manager’s tasks when necessary, including daily team briefing, report and handover daily updates, and floor performance with UK, US, Shanghai office, and third-party teams.

Sales and Customer Care Consultant

YOOX NET-A-PORTER GROUP
05.2016 - 01.2019
  • First point of e-commerce customer contact for Net-A-Porter, MR PORTER, THE OUTNET and JIMMY CHOO websites, responsible for ensuring every interaction on the virtual sales floor exceeds customer expectations via multiple channels: hotlines/emails/live chat systems in multiple languages across the global region (Chinese Cantonese / Mandarin / English).
  • Responsibilities include close monitoring & flexible quick ad-hoc problem solving to smoothen any issues on order processing, faulty items, shipment returns, security checks, and account management by liaising and closely coordinating with various departments as one big team on a daily basis.
  • Responsibility also expands on being a fashion consultant to the customer and ensuring their online shopping experience to a pleasurable and unique one, with monthly sales target to achieve through placing orders and making reservations for customers hence requiring good time management to handle as much customer inquiries and solving each case as soon as possible.

Officer, Policy Administration Department

Prudential Hong Kong Limited
09.2015 - 12.2015
  • Handled insurance claims, underwriting and policy administrative enquiries through internal hotline, fax and email
  • Performed as an intermediate and problem-solver
  • Communicated with different levels within the organization to bring up solutions
  • For example, insurance agents, sales managers, underwriters and claims departments.

Account Coordinator (National Customer Channel)

DHL Express (Hong Kong) Limited
02.2014 - 09.2015
  • Reporting directly to one Senior Sales Manager with a team of four Customer Managers that handle key DHL customers in Hong Kong, to provide back-end administrative supports that includes: contract renewal, generating sales reports, billing adjustments and assist in personal matters
  • For example, meeting venue / restaurant bookings and organizing team building activities for the sales team
  • This also includes handling daily inquiries, quotations, tailor-made projects and ad-hoc urgent logistics arrangement for key corporate customers like Cathay Pacific, LVMH Group and Lane Crawford.

Customer Service Representative I (Customer Contact Center)

DHL Express (Hong Kong) Limited
07.2012 - 02.2014
  • Responsible for customer enquiry, order booking, shipment tracking and upselling premium services for customers in a dynamic call center
  • Requiring able to handle work under pressure with time management skills, to operate DHL CSV, GEMA shipping systems and telephone hotline under a goal oriented specialized KPI system for DHL Express Customer Service
  • Equipped with clear, calm and positive communication skills, knowledge of products, and flexibility and persuasion to offer distressed customer patience and tenacity to deal with complicated or unexpected cases under typical time-critical logistic solutions provided to customers.

Temp C.S. Representative (Apple Team)

DHL Express (Hong Kong) Limited
12.2011 - 07.2012
  • Responsible for answering customer’s enquiries and arrange delivery of Apply Products
  • Part of the Apple Team handling customers enquiry in Cantonese / Mandarin / English and request based on DHL Apple product delivery
  • Familiarized with DHL NPTS system use to track delivery shipments, ensuring customer service quality and monitor status of shipment status
  • Responsibility upgraded to familiarizing with DHL GEMA system and Apple GCRM system used for tracking special case follow-up requests and communicating with Apple Inc
  • Hong Kong directly.

Education

Bachelor Degree in BA (Hons) International Business Management -

Northumbria University
09.2010 - 06.2011

Higher Diploma in Business Strategy and Tactics -

Hong Kong Institute of Vocational Education (Chai Wan)
09.2006 - 06.2010

Awards

2018 Key Contributor

2016 Best Improvement Award

2015 Employee of the month

2014 Employee of the month

2011 Best Performance Award and Scholarship

2008 The CMA and Donors Scholarship

Current Salary

HKD 41,040 per month

Timeline

Customer Care Manager

Wristcheck Exchange Limited
02.2023 - Current

Sales and Customer Care Consultant

YOOX NET-A-PORTER GROUP
05.2016 - 01.2019

Officer, Policy Administration Department

Prudential Hong Kong Limited
09.2015 - 12.2015

Account Coordinator (National Customer Channel)

DHL Express (Hong Kong) Limited
02.2014 - 09.2015

Customer Service Representative I (Customer Contact Center)

DHL Express (Hong Kong) Limited
07.2012 - 02.2014

Temp C.S. Representative (Apple Team)

DHL Express (Hong Kong) Limited
12.2011 - 07.2012

Bachelor Degree in BA (Hons) International Business Management -

Northumbria University
09.2010 - 06.2011

Higher Diploma in Business Strategy and Tactics -

Hong Kong Institute of Vocational Education (Chai Wan)
09.2006 - 06.2010

Senior Sales and Customer Care Consultant

YOOX NET-A-PORTER GROUP
1 2019 - 01.2023

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