Wing In Ng
Contact Centre Officer
Tseung Kwan O
Summary
Dynamic professional with a proven track record at HSBC, excelling in customer service and complaint handling. Skilled in problem-solving and cross-selling, I enhanced customer satisfaction and identified improvement areas, leading to increased client retention. My ability to remain calm under pressure has consistently driven successful outcomes in fast-paced environments.
Overview
5
5
years of professional experience
4
4
Languages
Work History
Contact Centre Officer
HSBC
06.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Analyzed customer feedback and identified areas for improvement.
- Provided exceptional service to clients through timely, accurate, and professional communication.
- Spotted trends and themes and translated into how team approached various contact situations.
Management Trainee
Haven Of Hope Service
09.2021 - 11.2022
- Gained knowledge of company policies, protocols and processes.
- Developed problem-solving abilities through hands-on experience with real-life business scenarios.
- Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
- Handled day-to-day customer or client questions via telephone or email.
Sales Executive
HKT Services
02.2020 - 07.2021
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
Education
Master of Science - International Hospitality Management
Hong Kong Polytechnic University
Hung Hom, Hong Kong08-2027
Bachelor of Science - Business
University of Tasmania
Australia12-2019
Associate of Science - Hospitality Management.
Melbourne Polytechnic
Australia08-2018
High School Diploma -
Kwun Tong Government Secondary School
Kwun Tong, Hong Kong07-2016
Skills
Empathy and patience
Cross-selling and Up-selling
Complaint handling
Teamwork
Call center experience
Customer service
Problem-solving
Multitasking
Calm and professional under pressure
Timeline
Contact Centre Officer
HSBC
06.2023 - Current
Management Trainee
Haven Of Hope Service
09.2021 - 11.2022
Sales Executive
HKT Services
02.2020 - 07.2021
Master of Science - International Hospitality Management
Hong Kong Polytechnic University
Bachelor of Science - Business
University of Tasmania
Associate of Science - Hospitality Management.
Melbourne Polytechnic
High School Diploma -
Kwun Tong Government Secondary School
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