Hoi Lam Kwok

Bilingual customer service

With a rich background in customer service and publicity, I excel at creating memorable retail experiences. Fluent in English and Chinese, I swiftly adapt to new environments, ensuring exceptional service. Experienced in client help, complaint handling, and store maintenance across various high street fashion categories.

Previous Brands
AXO Student Living
CLP Power Hong Kong Limited
Ripple Soft Limited/
Television Broadcasts Limited (TVB)
Wonderful Sky Financial Group
Work Experience
New Media Operator
Mar ‘23 - Jan ‘24
Ripple Soft Limited/

• Operate multimedia platforms, including content planning, writing, and publishing, resulting in a 30% increase in online engagement within the first three months. • Cooperate with new products released on different media platforms, including TikTok, FaceBook and Instagram. • Collaborate with cross-functional teams to develop and execute marketing campaigns. • Help to set up a new subsidiary company and promote it through online and offline events.

Sales Executive/ Bilingual Customer Service Advisor
Aug ‘22 - Mar ‘23
AXO Student Living

• Dealt with phone calls and emails by using English and Chinese. • Performed administrative and clerical support duties. • Handled enquiries and complaints.

Publicity Officer
Sep ‘19 - Jan ‘21
Television Broadcasts Limited (TVB)

• • • Prepared PR materials including press releases, MC scripts, rundowns and publicity plans. Cooperated with different vendors such as audio team, production team, designers and reporters. Maintained rapport relationship with media and crafted press releases for distribution to targeted media. • Brainstormed, organized and launched PR events for TV programs, including dramas and Charity shows.

Customer Relations Officer
Jun ‘18 - Aug ‘18
CLP Power Hong Kong Limited

Processed application and updated details on the • • system. Managed high-volume customer queries and complaints simultaneously with excellent customer service through effective multitasking.

Aug ‘17 - Sep ‘17
Wonderful Sky Financial Group

• Worked closely with clients and tailor-made marketing plans for them. • Helped to build client's reputation through media platforms.

Retail Experience
Retail Category
High street
Work Environment
Product Category
Leather goods
Client Help
Complaint handling
Product demos
Order preparation
Store Maintenance
Open/closing store
Stockroom management
Delivery processing
Product labelling
Product setup
Education & Training
University of Kent
‘16 - ‘19
Bachelor of Cultural Studies and Media