Cindy Chan
Summary
A dedicated and results-oriented professional with 10yrs of experience in customer service within the insurance industry. Proven expertise in handling inbound calls, addressing client inquiries, and effectively resolving complaints. Recognized for achieving top-ranking productivity in managing inbound calls within a dynamic team environment . Committed to delivering exceptional service while maintaining a customer-centric approach. Adept at building positive relationships and ensuring customer satisfaction through empathetic communication and problem-solving skills.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Associate
AXA
08.2022 - Current
- Demonstrated excellence in handling inbound calls regarding client policies and efficiently addressing customer inquiries about their policies
- Achieved top-ranking productivity within the team for answering inbound calls, ensuring timely and effective resolution of customer issues
- Successfully managed and resolved complaints, showcasing a strong ability to empathize with customers and provide satisfactory solutions
- Maintained a high level of insurance knowledge, providing accurate policy information to customers
MARKETING & SALES MANAGER
Self-employed
12.2020 - 06.2022
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Maintained customer satisfaction with forwardthinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information. Assessed marketing copy, art comps and final designs and compared with established specifications.
- Maintained documentation, detailing assignments, in-progress work and completed project milestones.
Assistant Sales & Marketing Manager
BASECAMP
08.2018 - 06.2020
- Managed sales promotions and marketing strategies on major social media sites.
- Developed strong relationships with clients for long-term business growth and customer satisfaction.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Prepared sales presentations for clients showing success and credibility of products.
ASSOCIATE BRANCH MANAGER
FWD
10.2015 - 12.2017
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Conducted annual reviews of existing policies to update information.
- Conducted research on insurance packages and investment options to generate client recommendations.
FINANCIAL CONSULTANT
Sunlife
11.2011 - 05.2015
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Cultivated new business by offering presentations on financial well-being to individuals and groups on term and whole life insurance.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Upsold additional products and services after identifying customer needs and requirements.
DESIGNER
Englishtown
08.2008 - 04.2011
- Designed website layouts, templates and unique branded looks.
- Developed display, marketing and packaging materials to support product branding strategies.
- Created digital image files for use in digital and traditional printing methods.
- Designed creative digital displays used in online advertising for local businesses
Education
Higher Diploma - Multimedia Design & Technology
The Hong Kong Polytechnic University
08.2008
Skills
- Customer Support
- Complaint resolution
- Call Management
- Insurance Knowledge
- Problem-Solving Abilities
Certification
- Licensed - IIQE Paper I, III, V
Languages
Cantonese
Native or Bilingual
Mandarin
Full Professional
English
Full Professional
Timeline
Customer Service Associate
AXA
08.2022 - Current
MARKETING & SALES MANAGER
Self-employed
12.2020 - 06.2022
Assistant Sales & Marketing Manager
BASECAMP
08.2018 - 06.2020
ASSOCIATE BRANCH MANAGER
FWD
10.2015 - 12.2017
FINANCIAL CONSULTANT
Sunlife
11.2011 - 05.2015
DESIGNER
Englishtown
08.2008 - 04.2011
Higher Diploma - Multimedia Design & Technology
The Hong Kong Polytechnic University
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