• Coordinate the overall clinical operations, including funded project, clinical practices, training programs, and other operational matters. • Assure the smooth operations of the Family Therapy Center, including office administration, staff management, finance, safety, property management and maintenance. • Direct the Center’s digital transformation to modernize the Academy and enhance its efficiency. • Formulate and implement the publicity strategies to promote the Academy and its services. • Liaise with the Academy’s collaborators and friends, including government agencies, universities, professional organizations, donors, NGOs, fellows and friends. • Provide administrative support to the Board of Directors and the sub-committees.

- CMER Eye Care - CMER Smile Refractive Center - CMER Dental Central - AMER Medical Aesthetics • Recommend brand and marketing objectives and strategies with strategic review and in-depth analysis of the overall marketing climax • Achieve brand image building in the mid to long run • Monitor and analyse market trends, competitor’s performance and activities and develop counteracting strategies and programs • Supervise planning, executions, and evaluating of offline campaign and promotions • Work closely with cross departments to optimize brand resources • Identify customer insights, recommends and explore new marketing opportunities • Organize and implement the online and offline PR & membership activities • Assist in member acquisition, benefits strategies and to enrich the member experience • Assist in membership database management and production of membership statistics and analysis • Liaise with media, local KOL and influencers for both online and offline events and campaigns • Search for new customers & business opportunities to achieve business goals • Conduct market research to provide business insights for further action plans • Provide overall planning, coordinate and manage marketing events and campaigns • Provide administrative support to the marketing team

Clinic Operation Assistant Manager

(Jun 20 – Oct 20) • Assist in the formulation, implementation and review of standard operational procedures as well as the execution of corporate policies. • Revamp the existing policies and procedures and execute the continuous improvement plan for clinics. • Overview the frontline workload in clinic and allocate optimum manpower to ensure consistent and efficient services. • Lead a team of nurses/clerical assistant to ascertain adherence to proper operations workflow. • Manage a team of nurses/clerical assistant to have efficient and seamless cooperation and coach staff in ensuring quality customer services. • Delegate and monitor work assignments and plan the work schedules of the team. • Set objectives to telemarketing staff and monitor their performance so as to improve the sales achievements • Ensure high quality services are provided through call monitoring • Review on working procedures of the telemarketing staff productivity and sales achievement regularly • Motivate telemarketing staff to achieve sales target and enhance the job satisfaction • Assist Managers to achieve all objectives and enhance the team morale • Motivate, guide and monitor subordinates to work effectively and efficiently • Develop objective and KPI measurement for subordinates and provide developmental opportunity to staff • Run regular team meetings, conduct trainings and organize activities for the team

(Apr 18 – Jun 20) • Assist director in developing business models, business plans, organizational structure, management policies, controlling procedures and high-class service flow sop etc. for the company. • Orientation and leadership training; schedule employees, as well as handle employee performance reviews. • Ensure operations team providing excellent customer service that is up to company's standard. • Manage all manager leadership performance and career development of operations team • Work closely with different departments at presales and servicing stage in defining client expectations • Develop and deliver solutions to operation teams to drive customer satisfaction and business efficiency & all ad hoc duties as assigned. • Complaint handling & Service Standard Audit. • Host and arrangement Manager’s weekly meeting and monthly all staff meetings.

(Sep 17 – Feb 18) • Assist in develop overall strategies and initiatives for operation. • Responsible for performing the daily operations work, such as service standard, case of complaint, staff performance, preparing sales forecast reporting. • Recruit, train, manage and motivate frontline team to meet sales objectives, ensure customer satisfaction. • Drive the sales team to achieve the company budget • All team leadership duties.

(Sep 15 – Sep 17) • Develop and deliver solutions to operation teams to drive customer satisfaction, OMS system, VOC complaint platform and OMNI apps & all ad hoc duties as assigned • Work closely with marketing team, data team, AI team, operations team, I.T. Department, Front Line etc. to ensure the action plans and marketing campaigns are being rolled out effectively, from scratch till completion. • Orientation training. • VOC complaint KPI control and 137 responsibilities... • Service standard and customer satisfaction KPI scores control • Coach and mentor team members to ensure strong capability building and talent pipeline. (Jul 14 – Sep 15) • Helps organize and guide a company’s employees. • Provide guidance and training to branch staff on operating issues, B2B system training, handle exceptions & adjustments. • Train and schedule employees, as well as handle employee performance reviews. • Assist with leading and developing a team of skilled individuals. • Providing administrative support to all department. • Couching and motivate front-line colleagues to providing world class services to all customers. • Cross Centre audit check. Senior Customer Service (Jun 12 – Jul 14) • Ensure smooth and efficient standard operating procedures with emphasis on high quality customer services • Assist with leading and developing a team of skilled individuals. • Assist the Centre in the operation and daily running of the Centre. • Providing administrative support to another department or Centre. • Providing world class services to customers and complaint handling. • Stocktaking. • Daily Sales Report & Cashier.

(Jun 10 – Oct 11) • Introducing company’s products and data processing • Providing services to distributors • Providing administrative support to another department • Customer Services and enquires handling

(Oct 08 – Aug 09) • Introducing company’s new services, include BlackBerry, Email, Mobile and Internet services to potential customer • Maintain good relationship with existing customer and upselling • Providing administrative support to the group including preparation of correspondence and report

(May 08 – Aug 08) • Introducing company’s new services to potential customer • Maintain good relationship with existing customer and upselling • Providing administrative support to the group including preparation of correspondence and report

(Aug 07 – Dec 07) • In charge of handling customer IPLC, MPLS, Broadband & telephone services • Introducing company’s new services and value-added services for our valued customers • Providing administrative support to the group including preparation of correspondence and report • Keeping good relations with company’s client

(Dec 06 – Jul 07) • Monitor the business and revenue for the 10 bars and lounges • Organize marketing events and promotion • To obtain a desirable and happy relationship between the customers and PR management

(Apr, 06 – Jun, 06) Provides our clients with market-oriented concepts which include brand development, design, visualization, advertising campaigns, media production, event management and PR consultancy service.

(Apr, 05 – Sep 05) • Handling VIP customers broadband and telephone services • Introducing and providing information regarding our company’s new services and special promotions that are being offered.

(Aug, 02 – Jan 05) • In position of dealing with VIP customer broadband services • Introducing company new services and value-added services to customers • Providing administrative support to the group including preparation of correspondence and report • Keep good relations with listed companies • Staccato Footwear Co. Ltd. • General Mills Hong Kong Ltd. • Westminster Travel Ltd.

(Nov, 00 – Mar, 02) • Handling VIP customer IDD enquires • Introducing company’s full services to our customers • Providing administrative support to the group including preparation of documentations and written reports