Summary
Overview
Work History
Education
Skills
Timeline
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Wing In Ng

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 Kong
08-2027

Bachelor of Science - Business

University of Tasmania
Australia
12-2019

Associate of Science - Hospitality Management.

Melbourne Polytechnic
Australia
08-2018

High School Diploma -

Kwun Tong Government Secondary School
Kwun Tong, Hong Kong
07-2016

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
Wing In NgContact Centre Officer