Sze Chun Wong
Toronto
Summary
An enthusiastic, multilingual professional with international experience gained through work and studies in United Kingdom, Singapore and Hong Kong. My exceptional composure and crisis management skills, combined with strong communication abilities, make me a trusted asset in any team. I prioritize interests of clients and customers that utmost care and protection are always given. Self-driven and perpetually eager to learn, I am committed to achieving excellence in all endeavors.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Representative
TD Bank
03.2024 - Current
- Deliver exceptional customer service experience by offering support through knowledge of TD credit cards, services and solutions.
- Resolve customer inquiries at first point of contact by asking questions and responding with empathy to their concerns.
- Make new business with clients while adhering Canadian financial regulations internally and externally
- Liaise with different departments to follow up and support clients' concerns
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Streamlined call center processes for improved efficiency and reduced wait times.
Payments & Rewards Representative
Loblaw Companies Ltd
11.2023 - Current
- Engaged and understood potential clients' needs and habits to advise appropriate financial products
- Promoted financial products with absolute adherence to Canada and Ontario's laws and regulations
- Educated clients by explaining PC's Financial system
- Empowered clients by showcasing them how to maneuver online banking through PC Financial application and web page
- Resolved complaints and complex request from customers and offered satisfying solution
- Contacted regular clients from my home stores and maintained excellent relationships with them by periodically checking in their needs and goals in terms of PC Financial products
- Collaborated and contributed to my team to achieve sales goal collectively
Quality and Support Analyst
TDCX (SG) Pte. Ltd.
04.2022 - 07.2023
- Managed team of 20-40 and located under-performers by analyzing audit results. Team's performance was set to be consistent and above benchmark by coaching with team members according to their quality data
- Upheld service follow-up communications, confirming satisfactory resolution of clients' service requests via email and meetings.
- Articulated and detailed rationales and thinking process of decision making internally and externally
- Met performance metrics for factors such as handling time guidelines, producing exceptional service to clients.
- Evaluated upcoming policy updates and liaised with clients to clarify potential quality and operation concerns before cascading to my team
- Reacted and resolved abrupt trending of content to strike a balance between safeguarding client's interests and sustaining healthy environment for users
- Analyzed data and to report imminent trends to clients in detailed manner
- Collaborated with vendors to locate and resolve advanced problems.
- Maintained quality and quantity result of the team by providing floor support and solving any potential ambiguity, my team’s quality result had been 2.5% higher averagely after my onboarding as QSA
- Mediated conflicts between team members when there are contrasting opinions.
- Cooperated with other QSAs and team leaders to ensure ample support is given to all parties
- Utilized ticketing system to track clients' requests and prioritize urgent needs.
Community Operation Specialist
TDCX (SG) Pte. Ltd.
06.2021 - 04.2022
- Reviewed reported content and took actions according to policies and different market and linguistic knowledge (English, Mandarin, Cantonese) with efficiency and achieved over 90 % of average accuracy
- Cooperated and discussed with colleagues to ensure consistency of actions
- Raised and reported trends of new and fast emerging content
- Escalated certain possible and imminent threats or helps to clients with precise understanding of policies
- Spotted ambiguities and contradiction in policy and raised them to supervisors
Education
Master of Arts - MA in Political And Legal Theory
University of Warwick
United Kingdom 09.2019 - 09.2020
Bachelor of Arts - English
The Chinese University of Hong Kong
Hong Kong 09.2015 - 09.2019
Exchange Programme -
University of Oxford
United Kingdom 07.2018 - 08.2018
Skills
Trend Analysis
Timeline
Customer Service Representative
TD Bank
03.2024 - Current
Payments & Rewards Representative
Loblaw Companies Ltd
11.2023 - Current
Quality and Support Analyst
TDCX (SG) Pte. Ltd.
04.2022 - 07.2023
Community Operation Specialist
TDCX (SG) Pte. Ltd.
06.2021 - 04.2022
Master of Arts - MA in Political And Legal Theory
University of Warwick
09.2019 - 09.2020
Exchange Programme -
University of Oxford
07.2018 - 08.2018
Bachelor of Arts - English
The Chinese University of Hong Kong
09.2015 - 09.2019