Wing Shan Poon
Richmond,BC
Summary
Client care professional with proven expertise in fostering client relationships and ensuring satisfaction. Strong focus on team collaboration and adaptability to meet changing needs. Skilled in effective communication, problem-solving, and managing client inquiries. Reliable, results-driven, and committed to delivering high-quality service.
Overview
24
24
years of professional experience
Work History
Client Care Representative
Telus Communications
08.2023 - 09.2024
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with other departments to develop ways to increase customer satisfaction.
Business Support - Audit Incentive Team
Telstra International Limited
11.2015 - 05.2022
- Day to day administration of incentive plans covering: data collection, contract validations, sales order value calculation.
- First escalation point of contact for 300+ international sales staff in difference countries (e.g. Australia, US, UK, Europe, India, Japan, Korea, Taiwan, Philippines, Hong Kong & China).
- Responsible for order validation (1600+ orders for each quarter) to maintain high quality (over 90%) of accuracy and timely incentive payment for international sales team.
- Prepare audit and analysis information for all exception case, arrange internal audit and get internal audit approval before Sales Council Meeting.
- Establish and maintain effective working relationships with peer groups and key internal stakeholders
- Identified and reported audit issues.
- Recommended new methods to improve internal controls and operating efficiency based on audit findings and recommendations.
- Proven ability to learn quickly and adapt to new situations
- Skilled at working independently and collaboratively in team environment
- Managed time efficiently in order to complete all tasks within deadlines
Administrative Assistant
Pacnet Internet (HK) Limited
06.2006 - 10.2015
- Providing general administration support to 50+ sales staff in Sales, Marketing & Sales Operation Departments
- Used lead generation software to create organized lists of prospective customers.
- Managed campaigns for various clients that consistently exceeded sales goals.
- Coordinated with design and media teams to develop high-quality creative assets.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary
- Created and maintained databases to track and record customer data
- Involving in implementation of ad hoc projects
Administrative Assistant
CA (Hong Kong) Limited
02.2006 - 04.2006
- Arranged for logistics of office relocation.
- Handled all-round office administration.
- Managed inventory of stationery and office supplies.
- Monitored repair and maintenance of office equipment.
- Acted as backup of receptionist.
Personal Assistant
Number 8 Limited
08.2004 - 02.2006
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Managed inventory of stationery, business card and goods.
- Handled payment & basic bookkeeping
- Coordinated with vendor and purchased goods
Administrative Clerk
Artapower Int'l Group Limited
07.2000 - 07.2004
- Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
- Handled daily administrative and clerical duties.
Education
High School Diploma -
Hong Kong Baptist University
Hong Kong10.2007
Skills
- Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Salesforce (Basic/routine administrative support, use system and data to product reports)
- Document auditing
- Billing adjustments and refunds
- Calm and professional under pressure
- Teamwork and collaboration
- Customer support
Languages
English
Professional Working
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Professional Working
Timeline
Client Care Representative
Telus Communications
08.2023 - 09.2024
Business Support - Audit Incentive Team
Telstra International Limited
11.2015 - 05.2022
Administrative Assistant
Pacnet Internet (HK) Limited
06.2006 - 10.2015
Administrative Assistant
CA (Hong Kong) Limited
02.2006 - 04.2006
Personal Assistant
Number 8 Limited
08.2004 - 02.2006
Administrative Clerk
Artapower Int'l Group Limited
07.2000 - 07.2004
High School Diploma -
Hong Kong Baptist University
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