Boer Deng
Manchester
Summary
Results-driven professional with proactive approach to resolving customer issues and improving service quality. Combines strong communication skills and problem-solving abilities to address complaints and implement effective solutions. Committed to enhancing customer satisfaction and fostering positive company reputation.
Overview
5
5
years of professional experience
2022
2022
years of post-secondary education
Work history
Complaints manager
Barclays
Manchester
03.2024 - Current
- Developed a standard operating procedure manual detailing the processes involved in handling a complaint from receipt to resolution.
- Filtered out recurring complaints and presented them during monthly meetings which led to problem solving at root level.
- Updated senior management on significant complaints and resolutions regularly, ensuring transparency in operations.
- Collaborated with quality assurance department for addressing product-related complaints effectively.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Formulated response letters to customers' complaints, maintaining a positive brand image even in challenging situations.
Customer care specialist
Barclays
Manchester
04.2023 - 03.2024
- Managed over 250 inbound calls monthly regarding overdue accounts.
- Maintained accurate customer records and case notes in accordance with Barclays guidelines.
- Collaborated with internal departments to resolve complex account issues.
- Provided guidance to senior agents while supporting management with insights for process improvements.
- Streamlined work processes, enhancing productivity among team members.
- Handled escalated calls, diffusing situations calmly and effectively.
Manager's assistant
Ai Tea
Huddersfield
09.2021 - 04.2023
- Coached seven trainees to resolve customer issues while maintaining exceptional service standards.
- Monitored team briefings to successfully launch a monthly festive beverage, increasing customer acquisition by 20%.
- Developed brand strategy and marketing campaign, utilising social media to enhance awareness and loyalty; achieved nearly 2,000 followers across platforms.
Business Intern
Shanghai Hulin Steel Structure Co
08.2020 - 12.2020
- Spearheaded on-site investigations and inspections at construction sites in eight cities across China.
- Co-authored market countermeasures with CEO to respond to findings promptly.
- Analysed over 700 responses from client survey to assess brand perception and pricing willingness.
- Positioned company's service tenet, improving publicity accuracy and boosting brand effectiveness, resulting in eight per cent growth in transaction records within two months.
- Coordinated a team of four developers and two designers for product optimisation evaluation and implementation.
Education
MSc - International Business Management
University of Huddersfield
MSc - Human Resource Management
Aston University
BA (Hons) - International Accountancy
University of Huddersfield
Bachelors - Accounting and Finance
Shanghai Lixin University of Accounting and Finance
Skills
- MS Excel
- MS PowerPoint
- MS Word
- Negotiating techniques
- Results-Driven approach
- Financial understanding
- Service-Oriented attitude
- First-aid certified
Others
- Mandarin, native
- English, fluent
Timeline
Complaints manager
Barclays
03.2024 - Current
Customer care specialist
Barclays
04.2023 - 03.2024
Manager's assistant
Ai Tea
09.2021 - 04.2023
Business Intern
Shanghai Hulin Steel Structure Co
08.2020 - 12.2020
MSc - Human Resource Management
Aston University
BA (Hons) - International Accountancy
University of Huddersfield
Bachelors - Accounting and Finance
Shanghai Lixin University of Accounting and Finance
MSc - International Business Management
University of Huddersfield
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