Ian H. Email & Phone Number

Luton, England, United Kingdom

Luton, United Kingdom

Luton, United Kingdom

Bedford

Shanghai City, China

Shanghai City, China

Responsible for ensuring the satisfactory resolution of all complaints nationally.Translated customer complaints from Chinese to English and forwarded to relevant centre, area or regional managers.Researched and created the company’s first cross-departmental, complaint handling SOP.Minimized impact of several high profile media and social media complaint cases by leading a crises response team and communicating accurate, relevant and timely information to interested… Show more Responsible for ensuring the satisfactory resolution of all complaints nationally.Translated customer complaints from Chinese to English and forwarded to relevant centre, area or regional managers.Researched and created the company’s first cross-departmental, complaint handling SOP.Minimized impact of several high profile media and social media complaint cases by leading a crises response team and communicating accurate, relevant and timely information to interested parties.Diffused volatile situations with dissatisfied customers by helping to find mutually acceptable solutions.Leading member of the Salesforce CRM implementation team, helping to maximise the project’s ROI.Created and implemented a call centre refund pilot, reducing refund complaints in pilot city by 20%. Show less

Shanghai City, China

Wrote, edited and promoted a variety of content to raise customer awareness including: blog posts, podcasts, video scripts and EDMs.Provided training, assistance and feedback to centre managers, empowering them to use social media to increase brand awareness and solve customer problems. Advised and assisted all levels of company (from CEO to frontline staff) on social media communications strategy.Formulated and delivered monthly social media reports to senior management, helping to… Show more Wrote, edited and promoted a variety of content to raise customer awareness including: blog posts, podcasts, video scripts and EDMs.Provided training, assistance and feedback to centre managers, empowering them to use social media to increase brand awareness and solve customer problems. Advised and assisted all levels of company (from CEO to frontline staff) on social media communications strategy.Formulated and delivered monthly social media reports to senior management, helping to inform and iterate company policy.Shot, edited and produced regular videos earning over 350,000 views (on both video sharing portals and through mobile apps).Recruited authors, implemented editorial standards and provided feedback to a group of teachers writing in the Yangze Evening Post. Helped to ensure consistency and brand messaging. Show less

Shanghai

I joined WSE's Hongqiao centre in 2010. The centre had failed to hit it's KPIs in the previous six months. By observing, training and communicating with staff I was able to successfully implement strategies and systems to ensure that the centre consistently achieve and surpass it's KPIs. During this period I communicated in English and Mandarin to solve problems, and deliver feedback to both students and staff.In addition to the above responsibilities I also took an active… Show more I joined WSE's Hongqiao centre in 2010. The centre had failed to hit it's KPIs in the previous six months. By observing, training and communicating with staff I was able to successfully implement strategies and systems to ensure that the centre consistently achieve and surpass it's KPIs. During this period I communicated in English and Mandarin to solve problems, and deliver feedback to both students and staff.In addition to the above responsibilities I also took an active interest in regional and national level campaigns. I was heavily involved in WSE's "5 Steps to Success" campaign and project managed, created and implemented the "Mr and Miss WSE" event. Show less

Shanghai, China

Managed a multinational team of service staff to ensure Quality of service, lessons and events. Observed lessons and provided feedback in both English and Chinese. Creatively managed, people and materials to deliver centre events, and parties.

Xintiandi Centre, Shanghai

Evaluated students English level and assisted them with their English language goals. Created, developed and adapted materials to make them appropriate for Chinese language learners. Proved culturally adaptive and flexible.

Bachelor Of Arts (B.A.), Geography

Education record