KELVIN CHUN YIN CHENG

• Managed high volume of transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
• Handled customer inquiries regarding account balances, transaction history, services charges, and interest rates etc
• Processed customer transactions promptly, minimizing wait times.
• Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
• Educated customers on use of Online banking and mobile apps.
• Identified fraudulent activities and reporting suspicious activity to management.
• Uncovering opportunities to improve client's financial position

• Initiated cross-functional collaborations with multiple departments, improving communication and project outcomes.
• Increased client base by implementing strategic business development initiatives and fostering long-lasting partnerships.
• Completed and submitted monthly and yearly reports to support executive decision making.
• Provided market feedback to company leaders regarding competitive offerings, prospect needs, and product development ideas.
• Developed training plans and performance improvement plans to address skill set gaps.
• Communicated directly with customers and partners to build strong business networks and relationships.
• Boosted marketing, reviewed pricing strategies and expanded distribution channels on both fuel oil and lubricants products to increase sales revenue.

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• Established strong referral networks with internal partners such as commercial banking, private banking, and wealth management teams to identify potential new clients.
• Streamlined processes for increased efficiency within the team, resulting in improved response times to client inquiries and requests.
• Ensured compliance with all relevant regulations by adhering to established policies and procedures in all aspects of the role.
• Enhanced team performance by mentoring junior relationship managers on best practices in client service, sales techniques, and product knowledge.
• Negotiated favorable terms for clients by leveraging strong relationships with product providers and underwriters.
• Strengthened client relationships by consistently providing exceptional service and financial solutions tailored to their needs.
• Actively Managing AUM US$165Million Wealth Portfolio

• Built and maintained relationships with new and existing clients while providing high level of expertise.
• Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
• Maintained knowledge on banking products and distribution to provide optimal service support.
• Mainly focus on satisfying customers' insurance and investment needs
• Developed targeted presentations for prospective clients, effectively showcasing the value of our services and products.
• Negotiated and closed complex deals with key clients, securing significant revenue streams.
• Boosted client portfolio growth, identified cross-selling and upselling opportunities through detailed needs analysis.
• Achieved high levels of client satisfaction through meticulous attention to client needs and preferences.
• Averaging achievement attaining 150% of the Goal setting KPI

• Analyzed client financial data to provide accurate insights into their current situation and recommend suitable wealth management strategies accordingly.
• Provided exceptional customer service, resolving issues promptly and effectively to ensure high client retention rates.
• Assisted senior relationship managers in developing new business strategies to expand the client base.
• Developing our Premier customer base and establishing long term relationships with an assigned Premier clientele portfolio
• Managing the total wealth of clients by matching our financial and investment product solutions to their financial needs
• Demonstrating genuine curiosity about customers, helping them reach their financial ambitions
• Connecting with Product Specialists to provide more advanced technical input to identify and fulfill multiple needs with customers
• Promoting our Premier Service to potential customers, exploring their needs and making referrals to other business units where appropriate
• Supporting branch improvement initiatives, providing customer feedback of our service and ensuring compliance with audit requirements and quality assurance
• Understanding and adhering to local and global compliance
• Maintaining the levels of operational integrity required by HSBC and adhere to the Business Principles and Values of HSBC
• Once successfully managed up to 1000 clients in the portfolio with our team

• Accomplished multiple tasks within established timeframes.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved sales related conflicts, actively listening to concerns and finding appropriate middle ground.
• Ensure the regulatory compliance and standards are met
• Revising all of the transactional documents and recordings to implement the sales control and audit
• Help to update and enhance the knowledge of the new wealth planning and sales related regulations and compliance requirements for all related branch staffs
• Check & clarify over 100 cases every month

• Optimized workflow processes by automating repetitive tasks, allowing more time for value-added activities such as customer engagement.
• Collaborated with cross-functional teams to identify opportunities for process improvement, leading to increased efficiency and productivity.
• Contributed to branch sales goals by proactively offering suitable financial solutions to new and existing clients.
• Supported the development of junior team members through mentorship and skill-building initiatives, enhancing overall team performance.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Best Service Award in 2013

• Contributed to branch sales goals by proactively offering suitable financial solutions to new and existing clients.
• Exceeded performance objectives by consistently meeting and surpassing established sales targets, earning recognition as a top-performing team member.
• Increased customer satisfaction by addressing and resolving banking-related inquiries and concerns in a timely manner.
• Performed banking, business administration and financial tasks to guarantee five-star service for clients.
• Ensured compliance with banking regulations by diligently adhering to established policies and procedures during daily operations.
• Promoting Premier services and relationship manager to potential Premier customer for enhancing customers' experiences
• Managing the total wealth of your clients by matching our financial and investment product solutions to their financial needs
• Demonstrating genuine curiosity about customers, helping them reach their financial ambitions
• Connecting with Product Specialists to provide more advanced technical input to identify and fulfill multiple needs with customers
• Supporting branch improvement initiatives, providing customer feedback of our service and ensuring compliance with audit requirements and quality assurance
• Understanding and adhering to local and global compliance
• Maintaining the levels of operational integrity required by HSBC and adhere to the Business Principles and Values of HSBC
• Attaining 200% of Major KPI Achievement

• Streamlined counter operations for improved efficiency by organizing resources and implementing best practices.
• Maintained thorough knowledge of products and services offered, enabling informed recommendations tailored to individual customer needs.
• Managed cash transactions accurately, ensuring proper documentation and secure storage of funds.
• Processed customer orders with precision, verifying all details to minimize errors and maximize satisfaction.
• Assisted in loss prevention efforts by following established protocols for identifying potential fraud or theft situations.

• Managed high volume of customers during peak hours, maintaining prompt and efficient service.
• Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
• Utilized strong multitasking skills to manage multiple tables simultaneously while maintaining a high level of attention to detail.
• Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
• Handled cash transactions accurately, ensuring proper accounting and minimizing discrepancies at the end of shifts.
• Trained new employees, sharing knowledge and expertise of coffees, teas, sandwiches and smoothies etc.
• Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.

• Streamlined pantry operations by implementing proper storage techniques for perishable products.
• Assisted in recipe development, testing new dishes under chef supervision for potential menu inclusion.
• Contributed to cost control efforts through proper portioning practices and minimizing waste.
• Prevented food waste by closely monitoring inventory and expiration dates of stocked items.
• Assisted chefs in daily food preparation tasks, contributing to successful meal execution.
• Increased speed of order fulfillment without sacrificing quality through effective multitasking abilities during busy periods.
• Contributed to the restaurant''s reputation for exceptional food quality through meticulous attention to detail in presentation.

• Provide exemplary service to guests, showcasing extensive knowledge of steak cuts and cooking methods.
• Accurately take orders and provide recommendations to enhance the dining experience.
• Ensure cleanliness and organization in the dining area.
• Collaborate with kitchen staff for timely and efficient service.
• Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.