Willa Li Email & Phone Number

518000, Shenzhen, Guangdong, China

1. Strategy planning & decoding: 1) Establish &roll out service standards (SLA, SOP, OSM) of the LED industry for the first time. Layout service network to deliver service standards, quality to the customers as we promised. Make service be part of the brand competitiveness.2) Formulate the three-year service strategy plan. Decode strategy plan, formulate the annual and phased performance indicators of the executive departments.2.Business operation/service quality management/user experience improvement/customer complaint handling/process construction:1)Lead a team (7 members) to serve 380+ business partners and 50000+ devices. Excavate customer service demands and carry out statistical analysis, promote service products, continuously improve service quality and be responsible for customer satisfaction. Undertake the customer complaints, maintain the customer relationship of KA customers.2)Establish the after-sales service system, implement operation monitoring, and continuously improve the user experience through service quality operation.3)Build B2B business funnel management processes from 0 to 1, promote the closed-loop of refined business operation from business prediction, potential customer portraits, to action instructions and business tracking.3.Supplier management & channel expansion:1)Responsible for supplier system selection and management, establishing a long-term and stable cooperative relationship with the suppliers. Formulate the supplier service audit system and on-site spot check process collaborated with the audit department.2)Carry out cross-service cooperation with suppliers.4. Process management:1) LTC ITR process leader, the first person in charge of customer complaints and service quality, complete the system business process and management specifications, periodically collect customer voices, and cooperate with other departments to solve product problems.NPS increases 2pt.

上海

Service Operation Manager（2017.12-2019.12）1. Content & Performance: Lead a team (68 members, including 5 supervisors) to serve 200+ customers and 2500+ devices. Achieved historical target on loss rate (decrease 40%)/ Recovery rate (increase 60%)/ Repair & Modernization business (increase 28.7% and 264% separately)/ Margin (increase 4 million), operation revenue could hit 19 million2.Service quality management/customer complaint handling/customer experience improvement:1)Responsible for the service quality, timely identify service quality vulnerabilities and rectify them, promote problem solving.2)Undertake major customer complaints, promoting problem solving timely and effectively, and promote product optimization.3)Identify the pain points of customer experience, continuously promote the improvement of systems, processes and products, and ensure the overall external customer experience and service quality.Zone China Project Manager & Assistant Senior Vice President（2015.07-2017.12）Participate in the formulation of group strategic planning, analyze business objectives and promote project.1. Strategy Planning： Participate in the formulation of group development plan and business objectives setting (ie. Reach the target of 1 million units in 2026, foreign brands account for 20%), participate in the discussion of group decision-making and assist to set up 76 projects including 6 categories. 2. Business analysis: Collect information, data of 40 branches all over China that related to the operation and development, assist senior vice president to master the main business activities of the group, and provide reference and suggestions for the decision-making.3. Project promotion：Concurrently manage 73 projects in Zone China (including human resources, operation management, organizational reconstruction, process optimization, etc.).

Guangzhou, Guangdong, China

1. Production Management: Lead a team (17 people) to operate 7 packaging line for South China, make corresponding production plan according to the sales order and production load, coordinate warehouse and delivery vehicles.  2. Project promotion： 1) Lead production team to organize cost-saving projects, save nearly 2 million per year by introducing robotic arms into the production line, adopting low-cost packaging materials and optimizing the production line workflow, 2) Participate in discussing project design, checking test run and mass production, coordinate with quality department and technique department to handle emergency issues.

Mater, Materials Engineering

Bachelor, Materials Chemistry