Timothy Chau Email & Phone Number

Markham, On, Ca

As a Customer Experience Specialist my responsibilities include: - Analyzing data on the customer experience through various tools - Leveraging data to identify customer pain points within our existing workflows, processes, products and systems, and identify opportunities to improve overall customer satisfaction- Execution of improvements to Customer Experience Areas- Work in multi-disciplinary teams to resolve issues affecting Customer Experience- Continue to provide support to Customer Engagement Team as a subject matter expert regarding business processes/ workflows and making improvements where necessary- Ensuring the correct execution of pre-defined business and underwriting rules in the funnel

I took on the role of leading the Operations Pillar and became the primary point of contact for the team on questions regarding new system features, business processes, and resolving error messagesI Engaged with QA and developer teams to recreate and resolve errors and identify system shortcomings. Collaborated on creating short term solutions for clients during unexpected system issues and sharing ideas on how to improve the customers’ online experience.I also facilitated ‘Error Message and Debugging’ training as part of the onboarding process for new hires.

I provided guidance to clients regarding digital insurance and enabled them to take personal insurance into their own hands. Using strong communication skills and proficiency with Onlia’s browser based systems, I was able to teach clients how to purchase, review and modify their policies online and demonstrate the benefits of digital insurance

Ontario, Canada

I promote and advise clients on insurance products and discuss the types of coverage that will be most beneficial for their homes and vehicles. I also provide clients with a legendary experience and make insurance easy for them to understand.

Markham, Ontario, Canada

- Applied communication skills in Cantonese, Mandarin and English in order to assist clients with transactions and inquiries, ultimately creating a positive and personalized client experience- Demonstrated adaptability and efficient learning by quickly familiarizing myself with COINS and CBFE software in order to complete transactions on behalf of the client in a secure and timely manner- Applied problem solving skills in order to identify client needs and refer them to the correct advisor

I developed social skills and customer service skills through personal interactions with teammates and customers. Applied effective problem solving skills when dealing with complicated orders and settling customer complaints.

Ontario, Canada

I worked on converting documents to HTML format to enable dynamic web viewing. Coordinated with other co-ops to accelerate workflow and increase efficiency. I developed professional communication skills and customer service skills when requesting documents and corrections from the client.

Ontario, Canada

I developed web applications to link and create visual representations of data using Oracle Application Express. I learned and became proficient in SQL to write complex queries to increase efficiency in linking databases. I developed an interactive software map using SQL and JavaScript for which I was given a certificate of distinction.

Product Management Certificate

Bachelor'S Degree, Legal Studies, General

Spent 3 years in Engineering before switching to Legal Studies in January 2016.