Cecily Deng Email & Phone Number

Shanghai, China

Shanghai City, China

- provide technical support and consultation service to business teams in productivity and collaboration tools- monitor, test, and drive tool performance in Greater China; collect GC users’ feedback and demand, make voice to global teams and involve in the development and deployment process - support high-profile Apple streaming events faced with internal and external audience - create and deliver customized training to adapt into business teams’ needs of using productivity & collaboration tools

Shanghai

- Deliver new hires training for new employees of Customer Service Department and other departments in 5 APAC sites via face-to-face classroom training and virtual classroom training - Measure successes, developmental areas and provide feedback to new employees and their Team Leads, complete a handover to Team Leads through holding graduation ceremony and training report at the end of the training - Identify training needs, deliver and design effective soft skill training and upskill training for existing employees - Work closely with Global Training and Quality Team to provide feedback as well as ensure consistency for all Customer Service training programs and materials- Within the APAC Training and Quality Team, actively cooperate with local Center Managers and Team Leads in the incentive programs and activities

Guangzhou

- Deliver the Apple Care new staff training course to the new employees, which usually lasts for four weeks, five days a week, 8 hours per day. The course includes Apple Company cultures and values, Apple products’ software and hardware, AppleCare service procedure and regulation, as well as the use of internal tools and systems which are relevant to their position, customer service soft skills such as communication skills, handling objections and complaints, etc- Timely follow up and resolve the concerns and questions from the new staff which they come across during the training, adjust the training style to adapt to the training needs, check whether the new staff are qualified for the position via training exams, collect and analyze the training feedback from the new staff at the end of each training - Mentor and help the new AppleCare advisors to get familiar with the tools and procedures and as well as provide feedback to Team leaders to support their management - Work closely with other trainers and Team Leaders to plan and schedule the one-hour weekly refresher training and design the training materials, which aims at assisting the existing staff to resolve the difficulties arise at work and develop their skills for personal development- Responsible for the quarterly team leader skill training course, such as communication skills, practical business English, etc, as well as collect some detailed information about their confusions on team management and new staff' s developmental areas

Guangzhou

- Responsible for delivering the related English courses to the self-study students, helping and tutoring them to get ready for the Adult Self-taught Examination - Identify the students’ English levels and their learning needs, choose proper teaching methods to arouse their learning interest, as well as provide high-quality and effective teaching in the class- Earnestly tutor the students, do some evaluations via homework, quizzes and exams at regular intervals, communicate with the students and answer their questions patiently - Actively take part in the department activities and get well prepared for the class by designing and revamping the teaching materials

Guangzhou

- Responsible for the sales of the BOC financial product - Based on customers’ specific situation and business needs, provide customers with deposits, bank loans, trade financing services and other financial, comprehensive, high-quality business consulting- With a variety of channels, develop potential customers, meanwhile, maintain good relationships with existing customers, and actively expand the new customer base