Wing Yan Chan
Burnaby,BC
Summary
I am a well-organized and multilingual (English, Cantonese, and Mandarin) dedicated customer service specialist with a talent for thinking out of the box to tackle different challenges. In addition, I am a good listener. I have worked among MNCs in the customer service industry for the past 8 years. I pride myself in providing excellent service to all stakeholders and seeing the positive impact I made on the business.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
PCCW, HKT Limited
, Hong Kong
2020.03 - 2021.10
- Responsible for providing service management.
- Established positive rapport with customers, managers, and customer service team members to maintain a positive and successful work environment.
- Responded to phone and online customer service requests within a designated turnaround time to improve customer satisfaction ratings.
- Act as a focal escalation contact point for customer service issues.
- Establish and maintain a close working relationship with internal functional areas and external parties such as regional service partners related to local and international services/products, service provisioning, fault management, fault resolution, network management, and crisis management.
- Monitor the Service Level Agreement (SLA), manage and deliver the projects within the agreed schedule, cost, and quality.
- Relayed customer feedback to cross-functional teams to improve products and services.
Client Manager
Lok Shing Engineering Ltd
, Hong Kong
2018.02 - 2020.03
- Daily complaints and inquiries handling for key customers.
- Overseeing the relationship between the company and liaison with vendors or clients (Landlord/property owner/contractors).
- Developed long-term rapport with clients to cultivate loyalty.
- Actively track customer satisfaction via different means such as face-to-face, phone, and email.
- Monitor and manage the Service Level Agreement (SLA), manage, and deliver the projects within the agreed schedule, cost, and quality.
- As a team leader, give clear directions to subordinates.
- As a trainer to all newly joined customer service-oriented co-workers.
Account Manager
Lufthansa Service Group-Sky chefs
, Hong Kong
2016.01 - 2016.05
- Actively track customer satisfaction via different means such as face-to-face, phone, and email.
- Built and maintained productive relationships with customers and internal partners.
- Acted as the main point of contact in matters relating to client concerns and needs.
- Developed successful customer relationships and quickly resolved service requests to increase sales.
- Renewed existing accounts by cementing trusting relationships with customers.
- Developed a thorough understanding of products and service offerings to better upsell and cross-sell to clients.
- Negotiated contracts and closed agreements to maximize profits.
- Motivated and worked with onboarding team members to successfully integrate new employees into organization.
- Listened to customer needs to identify and recommend best products and services.
- Developed pricing strategies to negotiate contract renewals with key accounts.
Senior Account Executive
Lufthansa Service Group- Sky Chefs
, Hong Kong
2015.01 - 2015.12
- Direct and advise subordinates on their accounts
- Established, documented and implemented account management processes and procedures.
- Managed and mentored team of account executives.
- Plan meal presentations and different media conferences.
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
- Greeted and assisted customers to foster positive experiences.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Account Executive- Customer Services
Lufthansa Service Group, Sky Chefs
2013.09 - 2014.12
- Assigned to handle major accounts of Dragonair for all in-flight development, for example, meal development
- Handle ongoing projects with Cathay Pacific Airways and Dragonair
- Manage complaints via emails, phone, and meetings
- Coordinate with internals 9from diverse backgrounds) to achieve goals
- Ensure all daily operations work well
- Prepare monthly review reports for each client.
- Listened to customer needs to identify and recommend best products and services.
- Resolved customer complaints by offering creative solutions and incentives.
Education
Diploma of Business Administration -
Capilano University
North Vancouver, BC09.2023
Bachelor of Art - Media, and Communications & Marketing
Deakin University
Melbourne12.2011
Skills
- Focused on Customer Satisfaction
- Project Management
- Problem solver
- Handling Escalations
- Time Management
- MS Office
- Account Management
- Complaint Resolution
- Client Relations and Retention
- Conflict Management
- Trilingual in Cantonese, Mandarin, and English
Languages
Languages
English
Full Professional
Cantonese
Native/ Bilingual
Mandarin
Professional
Timeline
Customer Service Manager
PCCW, HKT Limited
2020.03 - 2021.10
Client Manager
Lok Shing Engineering Ltd
2018.02 - 2020.03
Account Manager
Lufthansa Service Group-Sky chefs
2016.01 - 2016.05
Senior Account Executive
Lufthansa Service Group- Sky Chefs
2015.01 - 2015.12
Account Executive- Customer Services
Lufthansa Service Group, Sky Chefs
2013.09 - 2014.12
Diploma of Business Administration -
Capilano University
Bachelor of Art - Media, and Communications & Marketing
Deakin University
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