Meng Sam Leong

• Assign monthly targets to subordinates.
• Assist subordinates and ensure they complete tasks and targets.
• Developed and implemented standards for staff to provide consistent service to customers.
• Created customer support strategies to increase customer retention.
• Made customers aware of current and new programs and services.
• Managed customer relations on ongoing basis to maximize customer retention.
• Managed a team of customer service representatives, providing coaching and guidance for improved performance.
• Created detailed client profiles within the CRM system, enabling tailored approaches when recommending products or services based on specific needs.

• Established relationships with customers through use of interpersonal, active listening and inquiry response skills.

• Provided friendly and professional assistance to employees, visitors and customers.

• Follow the quality control rules of team service and evaluate team members' work ability to ensure good service to customers.

• Verify that the team handled the customer's inquiry appropriately and made improvements to the issue.

• Performed basic and advanced customer assessments.

• Consulted with customers to gain feedback and address product or service concerns.

• Kept records of client interactions, including enquiries, complaints, and responses. • Ordered tests to identify product flaws.

• Solicited new or extra services or products.

• Referred unresolved customer complaints to relevant departments for investigation.

• Exceeded customer satisfaction by finding creative solutions to problems.

• Calculated deposit, withdrawal tickets and summarized daily sales reports in Excel.

• Set advertising costs for desired services, employee salaries or payments, or bill.

• Procured and studied all necessary information to evaluate complaints and possible causes, such as facebook block account that may raise advertising costs.

• Call or email potential customers based on the database.

• Adapt sales scripts to address certain persons' needs and interests.

• Organize meetings for sales staff and client sales presentations.

• Conduct client or market surveys to learn more about potential clients.

• To provide credit card customers with an insurance plan jointly launched by banks and insurance companies through telemarketing.

• Call or email potential customers based on the database.

• Adapt sales scripts to address certain persons' needs and interests.

• Organize meetings for sales staff and client sales presentations.

• Conduct client or market surveys to learn more about potential clients.

• Provide bank personal loans and credit card applications for customers.

• Liaise closely with the credit department to get the client's loan approval progress and follow up.