Ivonne Cheung Email & Phone Number

Hong Kong Sar

Highlight:- Maintain First response and Resolution SLA at above 95%- Build up client reports for feedback - Build positive relationships with clients and service providerDuty: - Developing and implementing customer service strategies: Collaborating with management to develop and implement customer service strategies and initiatives aimed at improving the overall customer experience and satisfaction.- Conducting performance evaluations: Assisting in evaluating the… Show more Highlight:- Maintain First response and Resolution SLA at above 95%- Build up client reports for feedback - Build positive relationships with clients and service providerDuty: - Developing and implementing customer service strategies: Collaborating with management to develop and implement customer service strategies and initiatives aimed at improving the overall customer experience and satisfaction.- Conducting performance evaluations: Assisting in evaluating the performance of customer care team members, providing feedback, and identifying areas for improvement or further development.- Process improvement: Identifying areas for improvement in customer service processes, workflows, and systems, and implementing changes to streamline operations and enhance efficiency.- Performance monitoring: Tracking and analyzing key performance indicators (KPIs) related to customer service, such as response time, resolution rate, customer satisfaction ratings, and other metrics, and taking corrective actions as needed.- Training and development: Providing ongoing training, coaching, and professional development opportunities to customer service representatives to enhance their skills and knowledge.- Handling complex issues: Assisting customer service representatives with resolving complex or escalated customer issues, providing guidance and support as needed.- Collaboration with other departments: Collaborating with cross-functional teams, such as sales, marketing, operations, and product development, to address customer needs, improve processes, and ensure a seamless customer experience.- Implementing customer service technologies: Assessing and implementing customer service technologies, such as CRM systems, live chat software, or self-service platforms, to enhance efficiency, effectiveness, and the overall customer experience. Show less

Hong Kong Sar

Highlight: - Writing training materials for all internal software- Support building training handbook - Onboarding new team memberDuty: - Analyzing customer data and trends: Analyzing customer feedback, complaints, and data to identify trends, recurring issues, or areas for improvement, and providing recommendations to management for process enhancements or product/service modifications.- Managing customer care projects: Taking a lead role in managing and implementing… Show more Highlight: - Writing training materials for all internal software- Support building training handbook - Onboarding new team memberDuty: - Analyzing customer data and trends: Analyzing customer feedback, complaints, and data to identify trends, recurring issues, or areas for improvement, and providing recommendations to management for process enhancements or product/service modifications.- Managing customer care projects: Taking a lead role in managing and implementing specific customer care projects or initiatives, such as process improvements, system enhancements, or customer satisfaction surveys.- Collaborating with cross-functional teams: Working closely with other departments, such as sales, marketing, product development, and operations, to ensure seamless coordination and alignment of customer care initiatives and goals.- Continuous improvement: Continuously seeking opportunities to enhance customer care processes, tools, and systems, and collaborating with relevant stakeholders to drive improvements in efficiency, effectiveness, and customer satisfaction. Show less

Hong Kong Sar

Highlights :- Setting up all internal templates with Fresh-desk software - Meeting 95%-100% KPI as required - Operating with systems by contributing reports and suggestionsDuties : - Communicate promptly any information to customers about their orders- Handle difficult customers with professionalism- Assist Finance or operations departments with customers on security checks or accounting inquiries and flag accounting issues raised by customers- Liaise with the… Show more Highlights :- Setting up all internal templates with Fresh-desk software - Meeting 95%-100% KPI as required - Operating with systems by contributing reports and suggestionsDuties : - Communicate promptly any information to customers about their orders- Handle difficult customers with professionalism- Assist Finance or operations departments with customers on security checks or accounting inquiries and flag accounting issues raised by customers- Liaise with the shipping department and logistics partners over issues raised by customers concerning either orders or returns Show less

Hong Kong Sar

Highlight: - Digitise company information transform from traditional business into e-commerce- Host Art auction and Antique Silver Event- Multi develop brands: Macey and Sons(Action)/ Cask Master (Cask investment)/ Argent( Antique Silver)- Launch all digital platform: Instagram/ Facebook/ Linkedin/ Website- Build an Online Virtual GalleryDuties: - Develop and execute marketing strategies to achieve business goals- Conduct market research and analysis to identify… Show more Highlight: - Digitise company information transform from traditional business into e-commerce- Host Art auction and Antique Silver Event- Multi develop brands: Macey and Sons(Action)/ Cask Master (Cask investment)/ Argent( Antique Silver)- Launch all digital platform: Instagram/ Facebook/ Linkedin/ Website- Build an Online Virtual GalleryDuties: - Develop and execute marketing strategies to achieve business goals- Conduct market research and analysis to identify target audiences, market trends, and competitor activities- Plan and oversee marketing campaigns, including advertising, promotions, and digital marketing efforts- Collaborate with cross-functional teams, such as sales, product development, and creative, to ensure marketing efforts align with overall business objectives- Build and maintain relationships with key stakeholders, including clients, vendors, and media partners- Provide leadership, guidance, and mentorship to the marketing team Show less

Hong Kong, Hong Kong Sar

Highlights :- Cycle count compartments for head office stock room for matching (For the first time in 5 years )- Organize a Master guideline document for 18 stores including DFS. Duties :- Handling ticket repair and processing repair orders to the local vendor - Pick packing compartments and shipping items across local vendors and head office- QC faulty items from bouquets and warehouse - Handling client calls and request - Support team members whenever they need

Hong Kong

Highlight :- Create Weekly EDIT with positive feedback from clients - Profiling top 50 clients with details and background for internal use - Successfully source key characters for their affiliate program to boost sales Duties : - Operate internal system for helping EIP client - Building a personal relationship with the client for the APAC region (NZ & AU Market )- Understand high-value client's shopping manners- Work closely with the global PS team to manage… Show more Highlight :- Create Weekly EDIT with positive feedback from clients - Profiling top 50 clients with details and background for internal use - Successfully source key characters for their affiliate program to boost sales Duties : - Operate internal system for helping EIP client - Building a personal relationship with the client for the APAC region (NZ & AU Market )- Understand high-value client's shopping manners- Work closely with the global PS team to manage client expectations around wait lists for high-demand products Show less

Melbourne, Victoria, Australia

Melbourne, Australia

My job role is to do customer service at the shop floor, to help the customers who need a hand with selection as I have a strong product knowledge. Also to work on the company system, knows how to put transaction for customers and reach sales target. Besides, I also need to do visual merchandise for each new collection in the shop floor plus arranging products, stocks tacking and cycle count.

Hong Kong

Working as a merchandising assistant, contacting factories and chasing bulk orders. Fabric cutting, garment measurement and attending designer meeting for taking notes. Quality checking with factory and follow up during production. Fabric and trims sourcing also Pan tone match. Designing cataloged for company to send out at the fair.

Bachelor'S Degree, Applied Management

Associate'S Degree, Fashion/Apparel Design

Fashion/Apparel Design