Jia (Sophie) Luo

Provide comprehensive administrative support to Advisers in their delivery of Financial Advice to our customers
Assist in the preparation of customer meetings, supporting research, managing documentation, record management and implementation of advice to customers
Take ownership of the transition of the client to their Adviser in a manner that suits the customer’s needs
Conduct existing product research to support our Advisers
Compliance: ensure client files are maintained in accordance with compliance obligations.
Participate in ad hoc projects, training programs, and professional development opportunities.

Assisting/supporting representatives with enquiries and taking
escalation calls

Monitoring the call centre call flow and ensure that all the targets has been met

Writing /updating internal documentation

Listening/scoring the Quality Assurance calls

Providing training and mentorship to junior staff members, contributing to overall team success.

● Delivered high quality customer services, winning compliments from customers

● Received average score of 3+ Quality Assurance calls per month

● Assisting team meetings /coaching fellow team members

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Responded to customer requests for products, services, and company information.

• Leading the high performance store and achieving the monthly sales targets
• Monitoring daily sales reports, reporting to senior management and identify key issue /providing suitable solution
• Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
• Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
• assist with various aspects of travel, including flights, accommodation, transportation, tours, and activities, tailored to individual client needs and preferences.

• Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
• Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
• Followed company regulations and rules to promote safe environment for travelers and employees.
• Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.