3
Languages
26
years of professional experience
Seasoned Finance and Insurance Officer with over 15 years' experience in employee benefits, pension, policy operations, and financial controls. Demonstrated success in global banking and education sectors, enhancing stakeholder engagement and operational efficiency. Aiming for a senior officer role to contribute to organisational objectives and facilitate career advancement.
Work history
ADMINISTRATOR (REGISTRY SERVICES)
2 Years 3 Months- Scheduled examination dates, managed official inbox inquiries, oversaw examination process, and handled certificate issuance, ensuring candidates received timely updates.
- Senior Operations & Oversight: Supervised daily registry tasks and high-level workflows, ensuring precise data accuracy.
- Student Enrollment & Support: Provided direct, front-facing support to students throughout the enrollment process to guarantee successful registration.
- Monitored progress of action items for timely completion, ensuring accountability across involved parties.
- Prepared agendas and documented minutes for board meetings, coordinated with faculty and university teams to complete action items and achieve agreed outcomes.s and maximise operational efficiency.
- Developed onboarding programme for new joiners and apprentices, enhancing their integration and readiness.
SENIOR CUSTOMER SERVICE OFFICER
2 Years 10 Months- Enhanced customer satisfaction by consistently providing prompt and accurate resolutions to inquiries and concerns.
- Resolved customer complaints by providing timely solutions, enhancing overall customer experience.
- Developed and maintained a comprehensive knowledge of product offerings, allowing for more effective issue resolution.
- Contributed to increased sales figures by upselling products or services when appropriate during customer interactions.
- Responded to emails from internal and external customers (mainly agents) within 48 hours, improving communication efficiency.
- Ensured compliance of new business applications with AML & KYC requirements, safeguarding organisational integrity.
- Updated departmental Operation Manual Procedure and some administrative flows.
CUSTOMER SERVICE OFFICER
4 Years 3 Months- Investigated and resolved customer complaints with a focus on maintaining satisfaction and trust.
- Handled Pension and Group Medical insurance enquiries for walk-in clients and agents via email, providing timely assistance.
- Maintained thorough knowledge of company products to provide accurate, complete information to customers.
- Ensured new business applications met AML & KYC requirements to maintain compliance.
- Collaborated with supervisor to address and resolve high-risk situations. with supervisor to resolve high-risk problems.
CUSTOMER SERVICES OFFICER
3 Years 11 Months- Managed inbound/outbound calls for retirement and mutual fund (unit trust) products, ensuring client needs were addressed promptly.
- Resolved client complaints by actively listening and providing effective solutions.
- Cultivated customer loyalty through personalised interactions, strengthening relationships with clients.
- Optimised call handling processes, enhancing efficiency and decreasing average wait times for customers.
- Supported colleagues during periods of high demand or staff shortages, displaying a strong teamwork mentality.
SENIOR ADMINISTRATOR
1 Year 1 Month- Streamlined administrative processes by implementing efficient systems and procedures, resulting in increased productivity.
- Managed team of junior administrators, providing guidance and support to enhance performance and job satisfaction.
- Maintained strong customer relationships while ensuring accurate data entry into the system to support operational integrity.
- Processed termination cases for retirement scheme members, ensuring compliance with regulations and timely resolution.
ADMINISTRATOR
1 Year 10 Months- Deliver exceptional and professional customer service to clients through both phone and email communication.
- Maintained long-term relationships with employers to ensure compliance with personnel regulations and mitigate potential surcharges.
- Facilitated customer enrollment, contributions, and terminations in the pension scheme through effective communication.
- Identified and resolved discrepancies in account balances during reviews, ensuring accuracy and clarity in account management.
ADMINISTRATOR
4 Years 3 Months- Provided administrative support for Pension Scheme through to employee benefits.
- Reviewed audit actions and reported findings, ensuring clarity in progress towards resolution.
- Kept and updated records of customer interactions, complaints and transactions.
- Resolved customer complaints promptly, enhancing customer satisfaction through effective solutions.
- Managed customer issues with professionalism and patience, fostering positive relationships.
Education
BACHELOR - BUSINESS MANAGEMENT
Skills
Data integrity management
Information system management
Data analysis
Workflow optimisation
Microsoft Office proficiency
Time efficiency
Organizational skills
Attention to detail
Strategic decisions
LANGUAGES
English
Mandarin
Cantonese
Timeline
ADMINISTRATOR (REGISTRY SERVICES)
Global Banking School
2024.08 - CurrentRead More
SENIOR CUSTOMER SERVICE OFFICER
Sunlife Hong Kong Limited
2018.07 - 2021.05Read More
CUSTOMER SERVICE OFFICER
Manulife (International) Limited
2014.03 - 2018.06Read More
CUSTOMER SERVICES OFFICER
Principal Insurance Company (HK) Ltd
2010.05 - 2014.04Read More
SENIOR ADMINISTRATOR
AXA China Region Trustees Limited
2009.03 - 2010.04Read More
ADMINISTRATOR
BestServe Company Limited
2007.04 - 2009.02Read More
ADMINISTRATOR
HSBC Life (International) Limited
2001.01 - 2005.04Read More
Holmes Institute
BACHELOR from BUSINESS MANAGEMENT
2014.06Read More