Joan Chow Sau Mui
Liverpool,United Kingdom
Summary
Dedicated professional with expertise in reception and front desk etiquette, scheduling, and visitor coordination. Demonstrates proficiency in professional phone and email handling, multilingual communication, and patient service with a focus on complaint resolution. Skilled in confidentiality and record-keeping, multitasking capabilities, and live chat handling. Offers availability schedule flexibility and cash handling experience to enhance operational efficiency. Committed to leveraging skills for career advancement in customer service roles.
Overview
32
32
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Customer Service Agent
Lalamove.com
Hong Kong
05.2023 - 06.2025
- Managed over 150 daily customer interactions through chatbot and phone channels.
- Consistently met SLA targets by responding to live chats within 15 seconds.
- Effectively managed up to 4 concurrent chat sessions while ensuring clarity and demonstrating empathy.
- Provided guidance to users on app navigation, service options, and complaint resolution procedures.
- Collaborated with technology teams to improve chatbot functionality and enhance user satisfaction.
Project & Office Manager
Chemtec Trading Ltd.
Hong Kong
04.2015 - 04.2023
- Managed project timelines and resources to ensure successful completion of multiple initiatives.
- Kept up-to-date inventory records, handled purchase orders, and communicated with vendors.
- Carried out essential accounting duties, including invoicing, petty cash administration, and bank statement reconciliation.
- Organized employee work schedules, travel arrangements, and internal correspondence.
- Provided assistance to HR tasks such as onboarding new hires and maintaining employee files.
- Supervised warehouse activities to guarantee efficient order completion.
- Directed web-store development and oversaw product photography for online sales platforms.
- Preserved hospitable and well-organized office atmosphere for clients and team members.
Deputy Editor-in-Chief
Sudden Weekly Ltd.
Hong Kong
09.2004 - 09.2010
- Developed editorial content for Hong Kong's top buyer magazine, achieving weekly sales of approximately 280,000 copies.
- Oversaw lifestyle features, special booklets, and trend reporting initiatives.
- Managed editorial teams and coordinated interviews with prominent public figures.
- Represented the publication at various media events and press functions.
Publishing Consultant & Chief Editor
In Express & Sisters Group Ltd.
Hong Kong
06.1999 - 04.2004
- Served as Chief Editor for 'SISTERS' magazine (HK & Malaysia) and 'Pepper' magazine.
- Established and maintained strong relationships with authors, stakeholders, and industry professionals.
- Devised editorial strategy and content direction.
- Developed comprehensive editorial guidelines to enhance content quality and consistency.
- Mentored junior editors and writers, fostering professional growth and improving overall team performance.
- Collaborated with designers and marketing teams to create visually appealing and impactful publications.
Senior Copywriter
New & S Ltd.
Hong Kong
03.1995 - 07.1997
- Created compelling marketing content for clients including NEC, Hitachi, SONY, Nissan, Sofina Cosmetics, and more.
- Specialised in lifestyle, tech, and beauty sectors.
- Developed engaging and persuasive copy for diverse marketing campaigns across multiple platforms.
- Led brainstorming sessions to generate innovative content ideas that aligned with client objectives and target audiences.
Sub Editor - Automobile Magazine
TVEI Ltd.
Hong Kong
07.1993 - 02.1995
- Edited automotive content and supported editorial production.
- Reviewed final page layouts with an eye for detail.
Education
Japanese Language Program -
Keio University
Japan Tokyo 09.1997 - 08.2000
Bachelor of Arts - History, Minor in French
The Chinee University of Hong Kong
Hong Kong, Hong Kong 09.1989 - 07.1993
High School Diploma - French Language
Université Catholique De L'Ouest
France 06.1992 - 09.1992
Skills
- Reception and front desk etiquette
- Scheduling and visitor coordination
- Professional phone and email handling
- Multilingual communication
- Patient service and complaint resolution
- Confidentiality and record-keeping
- Multitasking capabilities
- Availability schedule flexibility
- Live chat handling
- Cash handling experience
Certification
- French Language Certificate, Université Catholique de l'Ouest, 1992
- JLPT Level 1
- JETRO Business Japanese Level 2
Languages
English
Advanced
Chinese (Cantonese)
Proficient (C2)
Japanese
Advanced (C1)
Timeline
Customer Service Agent
Lalamove.com
05.2023 - 06.2025
Project & Office Manager
Chemtec Trading Ltd.
04.2015 - 04.2023
Deputy Editor-in-Chief
Sudden Weekly Ltd.
09.2004 - 09.2010
Publishing Consultant & Chief Editor
In Express & Sisters Group Ltd.
06.1999 - 04.2004
Japanese Language Program -
Keio University
09.1997 - 08.2000
Senior Copywriter
New & S Ltd.
03.1995 - 07.1997
Sub Editor - Automobile Magazine
TVEI Ltd.
07.1993 - 02.1995
High School Diploma - French Language
Université Catholique De L'Ouest
06.1992 - 09.1992
Bachelor of Arts - History, Minor in French
The Chinee University of Hong Kong
09.1989 - 07.1993
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