Eli Liu Email & Phone Number

Shanghai City, China

Company background:NEW is the world’s leading Third Party Administrator (TPA) with about 30 years of industry knowledge, 50% above market share, deep understanding and unparalleled expertise in developing, consulting, launching and managing innovative service programs that increase customer satisfaction, retention and client profitability. Its head-quarter is based in Virginia, USA. Key clients are:• Retailers - Wal-Mart, COSTCO, TESCO, BestBuy, MediaMarkt, Gome, etc;• E-business - Amazon, 360buy, Yihaodian, Alibaba, etc; • OEM - Sony, Konka, Dell, IBM, Haier, etc;• Banking services – Visa, Union PayAs one of the 4 founders to have established the business in China, directly reported to China Managing Director and dot-line reported to International VP of Operations, on top of LOBs including:• Call Center Management (both in-housing and out-sourcing);• Product Development, Project Management and Re-engineering;• 3rd party franchised service network development and service KPI management;• IT and CRM;Key Responsibilities:• Fully involved in the organization infrastructure and strategic planning from being defined to deployed. • Overall P&L towards the EBITA goals. • New clients and programs/products development and launch.• Established vendor and supplier selection system, developed a national 3rd party franchised service network with more than 2,000 service partners & suppliers and managed all service KPIs at a market leading level;• Continuously in leading the CRM development and business intelligence innovations to support and enhance the business operation efficiency for long-term expansion capabilities;• Constantly pursuit in customer service excellence & client satisfactory to a leading position of the Financial Services & TPA (Third Party Administration) industry;

Shanghai City, China

Shanghai City, China

• Employed as the 1st member of customer service in Greater China Support Center, we established the customer service team from zero and helped its territory extended to East Asia, then North America as a global service center from 1997 to 2005.• Successfully migrated services from HK, Taiwan based operation centers to the one in Shanghai in 2006.• I’m also being fully involved in field service management, developing and up-selling value added service plans;• Being deeply involved in Product Life-cycle management & CRM re-engineering, etc.• With my support and leadership, the organization’s capabilities and coverage are maximally enriched