Officer

1.Worked as Customer Service Officer at the beginning of joining polo shirts, handled enquiries & complaints from external & internal customers. During this period, my top performance was highly appreciated by managers, and won the quarterly & annually awards in department. Moreover, I obtained the company top performer award in 2003.2.Promoted as Senior Customer Service Officer in Apr 2004, and took the job of ralph lauren polo shirts new staff and monitoring the hotline migration project. To well control the new staff progress, I had created a systematic report to centralize new staff performance and closed monitor their data. This report received positive feedback from management and has been used as standard format in department new staff training till now. Besides, I communicated with HK BPs to set up training plan & arrange mentor recourse to make sure the service hotlines could be migrated under schedule. Total 3 HK banking hotlines had been successfully migrated to Guangzhou call center in 2Q 2005.3.Promoted to the position of Assistant Manager Customer Contact and led the operation team from Apr 2005. I started to be the department quality controller and was in charge of the quality management. Moreover, I was assigned to arrange the department recourse planning. With my great efforts, all hotlines were able to meet the PLA targets, and two of them were award the HK Service Golden Prize & Silver Prize in year 2005 & 2006. 4.As one of the committee, started to promote the cross-sell concept and sales incentive program in service hotlines. I had arranged the tele-sales skill training with training department and held the cross team attachment with other hotlines & departments to train-up the sales skill of service hotline staffs. In the year of 2006 & 2007, service hotlines complete all the ralph lauren polo, which were set by BPs, and won the sales incentive awards.