Yau Ping Tang
London,Chelsea and Kensington
Summary
Focused Customer Service Representative skilled in customer relationship development and sales. Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.
Well-qualified Telesales Executive proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organised with team-orientated mentality and dedication to customer satisfaction, business goals and sales excellence.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work history
Customer Service Representative
Liverpool Victoria Insurance
Croydon, City of London
2023.03 - Current
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Maintained compliant documentation on CRM system for reliable company records.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Employed active listening and product expertise to successfully resolve inbound queries.
Event Safety Steward
Wise Security
Bexleyheath, Bexley
2021.03 - Current
- Remained flexible in rapidly moving environment and adapted to developing situations.
- Created hazard-free environment by reporting on building damage and irregularities.
- Completed regular patrols after business hours, preventing intrusions and detecting problems.
- Completed thorough incident reports, recording exact observations, occurrences and witness statements.
- Applied outstanding communication and interpersonal skills when interacting with staff and visitors.
- Collaborated with security teams and emergency services to resolve urgent situations.
- Eliminated unauthorised access through effective employee and visitor screening.
Steward
Stadium
Coventry, West Midlands
2021.03 - 2023.01
- Reported incidents to security team for resolution.
- Assessed sites before events to identify potential risks or challenges.
- Delivered smooth events with proactive crowd and traffic control.
- Enforced social distancing measures to protect guest safety.
- Interacted with guests and staff to build rapport.
- Advised customers on logistical queries, demonstrating clear understanding of site layout and event timetables.
Customer Service Coordinator
Lanes Group PLC
Slough, Berkshire
2021.10 - 2022.07
- Logged [Timeframe] updates and closed tickets on [Number] orders.
- Supported the customer service team with working hours of service level objective administrative assistance, improving operational delivery.
- Helped the Customer Service Executive and Customer Service Team to achieve 95% of weekly KPIs.
- Completed all system entry requirements timely and accurately using Salesforce.
- Facilitated a courteous and professional liaison between purchasers, their agents, contractors and representatives of the developer.
- Resolved customer issues efficiently, seeking support from supervisor when necessary.
Front Counter Cashier
Good Earth Chinese Takeaway
Richmond, Richmond upon Thames
2019.12 - 2022.01
- Completed opening and closing procedures each day.
- Answered questions about store policies and concerns politely and professionally, supporting positive customer experiences.
- Reduced customer wait times through optimised checkout processes.
- Processed sales, exchange and refund transactions efficiently to reduce customer waiting times.
- Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout.
- Delivered outstanding customer care with proactive sales and listening skills.
- Helped meet business needs by working extra shifts.
- Handled currency payments, secured funds in register and prepared deposits at end of day.
Passenger Services Agent
Acousta Europe
Heathrow, Hillingdon
2019.05 - 2020.01
- Oversaw ticketing, gate and ramp services.
- Managed team member schedules and work assignments.
- Hired, trained and motivated employees to provide exceptional passenger care and support.
- Responded calmly to help distressed, confused or lost passengers.
- Communicated changes to passengers promptly, providing additional information to help manage travel anxiety.
- Demonstrated multilingual skills to communicate with passengers Mandarin and Cantonese if they do not speak English language.
Education
Bachelor of Arts - Psychology
2009.01 - 2012.11
- Member of Performing Arts in choir
- Grade 2.7 GPA
NVQ Level 2 - Certificate in Spectator Safety
2022.10 - 2022.12
NVQ Level 2 - ESOL Skills For Life
2021.01 - 2021.08
NVQ Level 3 - Award in Emergency First Aid at Work (RQF)
2022.08 -
Skills
- Salesforce
- Insurance products marketing
- Objection management
- Closing techniques
- Active selling techniques
- Data management
- Event coordination
- Complaint resolution
- Outstanding customer service
- Microsoft Office
- Multi-line phone talent
- Results oriented
- Strong customer service orientation
Languages
Cantonese
Native
Mandarin
Fluent
Malay
Fluent
Timeline
Customer Service Representative - Liverpool Victoria Insurance
2023.03 - Current
Cymru Wales Qualifications - NVQ Level 2, Certificate in Spectator Safety
2022.10 - 2022.12
Highfield Qualification - NVQ Level 3, Award in Emergency First Aid at Work (RQF)
2022.08 -
Customer Service Coordinator - Lanes Group PLC
2021.10 - 2022.07
Event Safety Steward - Wise Security
2021.03 - Current
Steward - Stadium
2021.03 - 2023.01
Action West - NVQ Level 2, ESOL Skills For Life
2021.01 - 2021.08
Front Counter Cashier - Good Earth Chinese Takeaway
2019.12 - 2022.01
Passenger Services Agent - Acousta Europe
2019.05 - 2020.01
RIMA College - Bachelor of Arts, Psychology
2009.01 - 2012.11