-Monitoring customer satisfaction levels across the country.-Managing teams that provide support to users through multiple channels (e.g., phone, email, social media).-Overseeing the operations of the call center to ensure high service standards.-Developing and implementing strategies to improve customer service and support.-Analyzing customer feedback and data to identify trends and areas for improvement.-Coordinating with other departments to resolve customer issues promptly and effectively.-Training and mentoring customer service leaders to enhance their skills and performance.-Ensuring compliance with company policies and regulatory requirements in all customer interactions.-Creating and maintaining comprehensive reports on customer service metrics and performance.-Leading initiatives to enhance customer loyalty and retention.

-Managed and empowered a team of 9 training specialists and 6 quality specialists, fostering a culture of excellence and continuous improvement.-Developed and implemented comprehensive training strategies tailored to the unique needs of the TikTok project, ensuring alignment with client objectives.-Monitored and optimized training and quality KPIs to enhance operational efficiency and performance metrics.-Worked closely with project stakeholders and client teams to align training and quality initiatives with business goals.

-Leading the training processes of multi-lingual technical projects such as ASUS, HP, Lenovo, Huawei, OPPO, Xiaomi, Vivo, and RealMe.-Managed training initiatives across multiple international projects, ensuring alignment with global standards and client expectations.-Directed and mentored a team of 11 training specialists, fostering a collaborative and high-performance work environment.-Developed comprehensive training strategies tailored to the linguistic and operational needs of each project, optimizing learning outcomes.-Monitored and improved training effectiveness through KPI analysis and performance metrics.-Worked closely with project stakeholders to identify training requirements and deliver customized solutions that drive operational excellence.

-Created and implemented strategic training plans to enhance the skills and knowledge of our customer service representatives. -Monitored and tracked training and quality KPIs to ensure continuous improvement and high performance. -Collaborated with quality specialists to maintain and improve service quality standards through targeted training initiatives.-Provided regular feedback and support to trainers and quality specialists to optimize training delivery and outcomes.-Identified and addressed training needs and skill gaps through ongoing assessment and program adjustments.

-Conducted comprehensive training sessions for both new hires and existing staff, covering all aspects of pre-sales and post-sales support of Huawei Project.-Designed and implemented tailored training programs to meet the evolving needs of our customer service teams.-Focused on enhancing service quality and efficiency through continuous training and development initiatives.-Evaluated the training needs of staff and developed targeted programs to address skill gaps.-Ensured all representatives were up-to-date with the latest product information and service protocols.