Paxton Wong
Angestellt, Senior Manager, Customer Experience, DBS Bank (Hong Kong) Limited
Central District, Hongkong
Werdegang
Berufserfahrung von Paxton Wong
Bis heute 6 Jahre und 11 Monate, seit Aug. 2017
Senior Manager, Customer Experience
DBS Bank (Hong Kong) Limited
- Customer journeys mapping; - Branch service and operation analysis; - Service performance monitoring; - Identifying service gap by voice-of-customers (VOC) analysis; - Wide exposure of banking products and regulatory requirements; - Staff training on service-oriented culture reinforcement and motivation; - Customer journey analysis; - Client touch-points analysis; - Staff induction training
2 Jahre und 3 Monate, Juni 2015 - Aug. 2017
Business Control Manager, Complaints Handling Division
Bank of China (Hong Kong)
- Complaints analysis and reporting; - Feedback management; - Identifying compliance issues; - Improvement plans on compliance and service areas
5 Jahre und 5 Monate, Feb. 2010 - Juni 2015
Quality Assurance Manager, Channel Management
Bank of China (Hong Kong)
Improve and monitor Service Quality by: - Mystery shopping programs; - Customer research; - Customer satisfaction survey and analysis in various service channels; - Customer insight and research; - Customer feedbacks analysis; - Cultivation of service-oriented culture among frontline staff
Ausbildung von Paxton Wong
3 Jahre und 4 Monate, Sep. 2003 - Dez. 2006
Information Engineering
City University of Hong Kong
Sprachen
Englisch
Fließend
Deutsch
Grundlagen
Chinesisch
Muttersprache