Gloria Wong

• Receive and acknowledge customer's complaints through phone, emails, and live chat
• Investigated reported issues, liaising with staff at multiple levels to obtain relevant information
• Deliver responses promptly and professionally
• Complete thorough documentation in Zendesk for each complaint
• Support training for staff to ensure they are aware of the complaints procedure

• Conduct monthly quality assessment for the Customer Service Team
• Provide feedback and training to team members according to individual performance
• Review quality standards for the Customer Service Team
• Train new starters about department's SOP, and Zendesk system.

• Provided catered professional support for customers
• Improved customers' retention rate by being helpful, informative, and professional
• Cooperated with different departments (Finance, Compliance, Operations) to handle specific inquiries
• Escalated feedback and suspicious cases to appropriate teams
• Suggested improvements to facilitate internal processes to optimize our support

• Managed all inquiries and provided catered professional consultation for customers
• Monitored class structure and teaching plan
• Administered centre's class schedule to optimise students' and teachers' satisfaction
• Attended management meetings to develop new initiatives for centre.
• Compiled financial reports of the centre including salary payments, general expenses, and annual revenue
• Designed promotional materials to boost revenue
• Responsible for various projects such as graduation ceremony
• Supervised and trained new staff

Achievements

• Sales increased 42% within 12 months with good customer relations management

• Handled general administration works
• Performed high-quality customer services and maintained good customer relationships with customers
• Promoted company's services and courses to perspective customers through calls, messages, and face-to-face talk

• Promoted to Centre Manager after a year tenure as Administrative Officer

• Administered the operations of Ambassador Programme, including the maintenance and update of employee data, as well as staff attendance in Causal Labor Management System (CLMS)
• Collaborated with different parties like agencies, supplier and staff to match the talents with respective roles
• Participated in different HR Projects such as Organising Company Town Hall Meeting
• Worked closely with HR department to provide full spectrum of HR functions and administrative supports, including recruitment & training coordination, etc.