√Initiate strategic plan for Total Quality Management, establish customer service quality system based on customer needs and business development, responsible for overall customer service quality;√Take lead to establish customer service indicators, summarize and analyze the results; √Set Service Quality Assurance standards and calibrate continually to optimize, review service quality of work performed by Customer Service Team; √Conduct Product Quality Assurance by providing competitive… Show more √Initiate strategic plan for Total Quality Management, establish customer service quality system based on customer needs and business development, responsible for overall customer service quality;√Take lead to establish customer service indicators, summarize and analyze the results; √Set Service Quality Assurance standards and calibrate continually to optimize, review service quality of work performed by Customer Service Team; √Conduct Product Quality Assurance by providing competitive product analysis from different dimensions; √Provide Quality Assurance expertise and QA support to Customer Service Team by working within a team environment, including ownership, QA review and approval of documents; √Play a role in supporting/facilitating continuous improvement initiatives intended to increase Quality systems efficiencies within and outside of the QA organization; √Interact with other functional areas within IBU CSC such as Customer Service Team, Data and Procedure Team, Training Team, Quality Control, Site Quality Assurance, etc. Show less

1） 主要职责协助销售确定潜在KA客户服务方案，包含但不限于前期客户画像整理，CRM系统更新等通过定期沟通/拜访/组织联谊活动，收集客户反馈，整合各运营部门资源，跟进客户需求落地有效处理客户投诉，通过梳理现有流程，跨部门沟通推动流程优化同比/环比分析华南KA客户业务量，撰写用车分析报告，对增长异常进行监控和干预，提高客户留存率统筹会议项目用车，协调处理突发情况，顺利完成某大型制药企业万人大会2） 岗位成就截至第三季度共计按期完成VOC闭环项目7个，客户群包括500强国际银行，大型央企和物流行业领头企业等第三季度满意度环比提升20%

1） 主要职责对客户账户进行风险划分及评估，通过可调用的内外部资源或系统，有效规避运营损失风险运用Management Information Tools进行信息管理，实现高风险客户画像信息整合及清晰化优化对客话术模板，按比例QA以提升客户良好体验，控制全年重大投诉率5%以下每周与香港离岸部门就运营现状进行会议沟通，复盘问题以推动流程优化2） 项目经历项目名称及职责：CDD Backlog Clearing/Process Monitor项目内容：2016年12月始，4个月内完成约2000个高风险客户的尽职调查，按天监控各部门完成情况，按周对超过due date的进程进行及时干预和原因分析。对超高风险账户活动进行上报，撰写评估报告，过程中通过对项目流程的优化，客户投诉率降低3%，3个月提前完成总项目进度95%所获荣誉：2017年3月获CDD Department Quality Award（约200人部门top 2%)

随同秘书长到各金融机构进行调研，协助联络各金融机构日常业务往来负责办公室日常电话、访客、信访的接待工作，包括收发处理各种函电、邮件和文件

协助制定产品的市场计划，包括产品推广及品牌建设，具体行动方案协助分析、计划和实施产品渠道促销的成效以提高产品销量和品牌认知