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Yhan Lee-chau

@yhanlee-chau

Complaints professional at Barings Law who managed escalations and helped improve Trustpilot reviews from 1.8 to 4.3 stars.

United Kingdom

Message

What I'm looking for

I'm seeking a fully remote Complaints Reviewer position where I can contribute to fair, timely and effective complaint handling.

At Atechy Group / Barings Law, I managed customer complaint escalations, including high-level cases involving direct liaison with the Ombudsman, ICO and SRA. I also oversaw designated cohorts of legal cases from beginning to completion, assisting solicitors with case progression.

After the acquisition of Atechy Group, I helped build a customer service team from the ground up and improve Trustpilot reviews from 1.8 to 4.3 stars. I supervised 25 customer service agents across multiple campaigns and oversaw the processing and return of Data Subject Access Requests.

At Law Debenture, I coordinated corporate and legal work for international clients and provided management with written updates. I'm seeking a fully remote Complaints Reviewer position where I can contribute to fair, timely and effective complaint handling.

Experience

Work history, roles, and key accomplishments

Current

Freelance Video Editor

Current

Self Employed

Dec 2023 - Present (2 years 11 months)

Manage freelance work independently, organizing tasks and responsibilities through to completion. Use Adobe Premiere Pro and Photoshop for video and image editing.

Premiere Pro Photoshop Time Management Organization

Senior Global Entity Coordinator

Law Debenture

Dec 2021 - Dec 2023 (2 years)

Coordinated corporate and legal work for international clients, maintaining professional relationships and providing timely written updates to management. Ensured compliance with company policies and regulatory requirements.

Customer Relationship Management Written Communication Regulatory Compliance Attention To Detail Case Coordination

Customer Service and Complaints Manager

Atechy Group / Barings Law

Dec 2019 - Dec 2021 (2 years)

Managed customer complaint escalations, including high-level complaints involving direct liaison with the Ombudsman, ICO, and SRA. Oversaw legal case cohorts, built a customer service team, and improved Trustpilot reviews from 1.8 to 4.3 stars.

Complaint Handling Escalation Management Case Management Team Leadership Subject Access Requests (SARs)Regulatory Liaison CRM Systems Quality Assurance

Compliance Administrator / Compliance Team Leader

Trusted Mortgage Claims

Jun 2019 - Dec 2019 (6 months)

Monitored outgoing customer calls to ensure data protection compliance, quality-checked administrative work, and maintained sales records. Checked Letters of Authority for accuracy before DSAR requests were sent to banks.

Data Protection Quality Assurance CRM Systems Record keeping Compliance