Tsz Yuet (Kelvin) Li

Customer Service:

• Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
• Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
• Answered phone inquiries, directed calls and took messages.
• Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.

Data Handling:

• Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances from customers.
• Prepared and distributed agendas, minutes, presentations and other related materials for meetings.
• Compiled daily activity logs and updated records with pertinent information on a regular basis.
• Monitored email accounts regularly and responded appropriately within established timeframes.
• Monitored progress by establishing plans, budgets and measuring results.

Optical & Vision care knowledge:

• Calibrated seg heights, vertex and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
• Discussed optimal lens, coating and frame recommendations with customers to meet individual needs.
• Completed facial measurements such as temple length, bridge size and vertex distance.
• Completed field of vision, OCTs and pachymetry evaluations.

Cash & insurance handling:

• Filed claims with vision and medical insurance companies to garner payment for optical services.

Administration:

• Documented process flows and user stories associated with each release cycle.
• Produced reports summarizing key project data such as cost savings achieved or customer satisfaction ratings.
• Created detailed project plans outlining milestones, deliverables, timelines, resources needed, costs estimates, and quality standards.

Customer Service:

• Fielded customer questions and complaints and rectified issues.
• Supported customers via telephone, email and at sites to handle escalations and product concerns.
• Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.

Cost Management:

• Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
• Planned delivery routes according to traffic, weather and types of delivery.

Human Resource Management:

• Supervised delivery staff and general productivity.
• Trained drivers, helpers and support workers in techniques for maximizing efficiency.

Repair Knowledge:

• Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
• Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
• Implemented preventive maintenance measures to decrease emergent issues.

Data Handling:

• Maintained inventory of repair supplies and ordered parts.

Customer Service:

• Explained the repair procedure to the customers, introduce and recommended suitable phone accessory to customers.

• Customer Service:
• Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
• Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
• Cash & bet Handling:
• Collected bets from game losers and paid out winnings to game winners, keeping each hand running smoothly and efficiently.
• Welcomed customers and established immediate rapport to encourage gameplay.
• Gaming Procedures Maintaining: Monitored players during each hand to identify possible cheating or other unscrupulous behaviour.
• Maintained rules for games and identified instances of cheating, notifying security team.

Customer Service:

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Listened to customers' questions and concerns to provide answers or responses though the phone call.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Banking Service:

• Developed strategies to grow client base and implemented appropriate sales plans to target prospective customers.
• Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
• Remedied gaps in financial planning based on client needs and suitability.

Administration Skills:

• Assisted in office administration and client communication to help manage auditors' workload.

Audit Knowledge:

• Developed understanding of company audit methodology, approach and tools while working under supervision of licensed auditors.
• Proofread audit and tax reports and year-end financial statements to verify accuracy.
• Used Excel to create and manage budgets, balance sheets and other related financial statements.
• Prepared, analyzed and verified annual reports and financial statements to assess financial condition and facilitate financial planning.