• Established contact centre work process suiting different client’s requirements.• Co-ordinated with different internal and external parties in initiating new projects.• Setup ACD, IVRS, PABX for call centre operation.• Provided recommendations to improve team performance in current business environment.• Coached sub-ordinates and followed up on action plans to enhance team performance.• Created a harmonized working environment with high morale and productivity.

• Launched a quality service management programme with service standard, procedures and staff evaluation criteria for service quality assurance.• Setup call centre report formats and prepare accordingly to better capture staff performance.• Conducted recruitment, trainings, and casual labour reports of part-time staff.• Handled complaints via all channels including cases escalated from Consumer Council in a timely manner.

• Delivered training and supervision of junior and part-time colleagues.• Offered advice to students applying for courses in the Council or in UK schools.

• Handled customers' enquiry on various topics and provided tailor-made solutions.• Built reliable and sustainable relationship with our members.