Paxton Wong
Fähigkeiten und Kenntnisse
Werdegang
Berufserfahrung von Paxton Wong
- Current 8 years and 11 months, since 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 years and 3 months, Jun 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 years and 5 months, Feb 2010 - Jun 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 years and 4 months, Sep 2003 - Dec 2006
Information Engineering
City University of Hong Kong
Sprachen
English
C1 (Fließend)
German
A1-A2 (Grundkenntnisse)
Chinese
C2 (Verhandlungssicher / Muttersprachlich)
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