Elvis Li

Experience

• 

  MTR Corporation Limited 香港鐵路有限公司

  Jul 2013 - Oct 2013

  Tourist Ambassador(Internship)

  - Satisfying the needs of tourists, including issues relating to cultural conflict.- Guiding tourists to use facilities at the station

• 

  MTR Corporation Limited 香港鐵路有限公司

  Jun 2014 - Sept 2015

  Station Assistant

  - Maintaining good order at the station with over 1000 passengers per day.- Managing crisis that affect the safety of customers, e.g. customers pass out suddenly.

• 

  Kyäni

  May 2015 - May 2017

  Customer Service Officer

  - Resolving customers’ inquires on health care food products through phone calls and emails in company call center, mainly focusing on complaints, customer retention and refund issues.- Guiding members who are from Hong Kong and mainland China to use our company's online shop.- Generating report and analyzing data for tracking customer behaviors, such as online shop feedback and membership retention.- Handling ad hoc duties when necessary, such as customer service operation in convention and reception work. Show less

• 

  Nu Skin

  Jun 2017 - May 2020

  Key Account Manager

  • Set profit goals with over 50 key direct selling supplement productaffiliates, targeting a 5% profit increase, and successfully drove a 10%growth in new customers and distributors each quarter.• Highlighted affiliate success stories to inspire and promote growth withinthe NU SKIN career path.• Provided market insights and strategic advice on beauty and supplementtrends to help affiliates capitalize on emerging opportunities.• Skills: SQL Report, Sales Training, ReportWriting, Data Analysis Show less

• 

  UPS

  May 2020 - Oct 2022

  Account Manager

  • Explored business opportunities and achieved annual target goals.• Executed customer On-boarding process and offer end-to-end project service• Demonstrated proficiency in understanding customers’ future shipping plans and providing prompt advice with C-suite executives.• Translated business needs into technical solutions, providing valuable insights to project managers. Conducted customers report to manager by using CRM platform, e.g., Salesforce.• Managed 200 company accounts in a year. Sales performance: Executed supply chain solutions and monitored ongoing logistics projects with the delivery team, ensuring a 10% increase in delivery speed and a 10-20% reduction in customer shipping costs.• Developed structured account plans for each client, enabling targeted sales strategies that led to a 40% upsell in existing accounts and improved overall customer retention.• Specialised in Salesforce, PowerPoint, and Excel.• Utilized Salesforce to monitor and track sales pipeline, improving forecasting accuracy by 30% and enabling proactive adjustments that contributed to a 15% increase in quarterly target revenue. Show less

• 

  So Energy

  Jan 2024 - now

  Customer Care Advisor

  • Served as the first point of contact for energy inquiries, managing over 50 daily customer interactions via calls, emails, and online chat, including approximately 10 complaints per week• Organized task timetables to guarantee completed on time and managed email communication. Aimed to respond to emails within 1 day, ultimately achieving over 90% success rate in first-contact resolution.• Collaborated with various stakeholders, including rental agencies, landlords, and theOmbudsman, to ensure customer satisfaction and promptly resolve complaints. Consistently received positive feedback of over 80% each month.• Supported customer onboarding, assisting clients with navigating online accounts and billing processes.• Provided accurate tariff quotations and solar panel pricing while following up on sales orders.• Resolved billing issues, such as disputes and overcharges, and processed payments securely usingWorldpay and GoCardless. Show less