Liang Cheng
Altr,Greater Manchester
Summary
Accomplished professional with expertise in service level management, escalation process management, and customer focus. Demonstrates leadership excellence and proficiency in Microsoft Office Suite. Skilled in complaint management, training and development, CRM systems knowledge, customer complaint management, and fraud investigation. Committed to enhancing customer satisfaction through effective problem-solving and strategic planning.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Customer service supervisor
HILLSIDE (MEDIA SERVICES) LIMITED
Stoke-on-Trent, Staffordshire
06.2019 - Current
- Motivated team members to exceed personal performance goals for enhanced productivity.
- Prepared detailed reports on team performance, identifying areas for improvement.
- Implemented customer complaint response strategies, providing rapid and effective follow up to ensure customer satisfaction.
- Enhanced customer service delivery by providing training to new staff members.
- Briefed and motivated staff to deliver daily operational requirements.
Customer services team leader
HILLSIDE (MEDIA SERVICES) LIMITED
Stoke-on-Trent, Staffordshire
03.2015 - 06.2019
- Maintained records of all interactions with customers for future reference and analysis.
- Enhanced team performance with regular training sessions.
- Improved customer satisfaction by implementing effective communication strategies.
- Monitored staff performance with daily evaluations and feedback sessions.
Fraud and risk analyst team leader
HILLSIDE (MEDIA SERVICES) LIMITED
Stoke-on-Trent, Staffordshire
03.2012 - 03.2015
- Mitigated potential threats by conducting comprehensive threat assessments.
- Identified fraudulent behaviour through careful examination of account activities.
- Streamlined risk management procedures for enhanced operational efficiency.
- Coordinated with cross-functional teams for effective risk management solutions.
- Spearheaded training sessions on fraud awareness and prevention, fostering a culture of vigilance within the team.
Education
Master of Finance And Management - Finance and management
Keele University
Keele 09.2003 - 09.2004
Diploma of Higher Education - Fine Chemistry Industry
College of Benxi
Benxi/China 09.1998 - 09.2001
Skills
- Service level management
- Escalation process management
- Customer focus
- Leadership excellence
- Microsoft office suite proficiency
- Complaint management
- Training and Development
- CRM Systems knowledge
- Customer complaint management
- Fraud investigation
Affiliations
- Enjoy playing sports including Badminton, Basketball, Table Tennis. Reading.
Languages
English
Fluent
Chinese (Mandarin)
Native
Chinese (Cantonese)
Elementary
Timeline
Customer service supervisor
HILLSIDE (MEDIA SERVICES) LIMITED
06.2019 - Current
Customer services team leader
HILLSIDE (MEDIA SERVICES) LIMITED
03.2015 - 06.2019
Fraud and risk analyst team leader
HILLSIDE (MEDIA SERVICES) LIMITED
03.2012 - 03.2015
Master of Finance And Management - Finance and management
Keele University
09.2003 - 09.2004
Diploma of Higher Education - Fine Chemistry Industry
College of Benxi
09.1998 - 09.2001
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