Ivan Tzou Email & Phone Number

Shenzhen, Guangdong, China

1.Be responsible for the foundation and management of the oversea project quality department. 2.SWAT team management. 3.Responsible for establishment field return FA system and customer complaints handling system. 4.Major customer complaint handling. 5.ASP Audit. 6.Process construction & optimization. 7.Prepared for internal & external audits,customer audit.Achievements: 1.Established customer complaint system. 2.Establish the oversea project quality department. 3.FAE operation process & TPM Audit Process。 4.Through data analysis and negotiation, reduce the company lost $1050,000

Shenzhen, Guangdong, China

In charge of after-sales service of LCD Monitor and LCD TV, main customer: HP, IBM/Lenovo, Samsung, LG, Philips, Wipro, HCL, GreatWall,Vizio, Hyundai, Gateway, EPSON, Ingram Micro and Medion etc. Job description: 1.Customer relationship management. 2.Prepared for internal & external audit,customer audit. 3.Reviewed SLA and quoted for warranty adder. 4.Handled customer complaints and epidemic failure issue. 5.Pre sales and after sales technical support 6.Responsible for establishment and management of worldwide service center 7.Responsible for establishment and maintenance of customer service system. 8.Responded to spare parts order management and arranged deliveries. 9.RMA team management. 10.Field return data analysis 11.AP/AR management. 12.Service team(include FAE team) management and training. 13.Establish, maintain & challenge on KPIs for Customer Service. 14.Develop and implement customer service policiesAchievements: 1.Established customer service system(Field failure information System & customer complaint system) 2.Newly-established top 28 ASPs3.Customer service satisfaction on QBR ranks the first for three quarters in succession. 4.Handled more than 30 times reworks. 5.Cost down about 1+ million U.S. dollars.

Shenzhen, Guangdong, China

Job description: 1. Developed customer base, responded to request for quotation and signed sales contracts 2. Maintained customer relationship, reported customer’s feedback and handled customer complaint 3. Responsible for execution of sales contract and purchase order 4. Carry out project follow-up action and coordinated corporate resource to provide support to request by customer 5. Participated in preparation of sales plan 6. Delivered sales forecast periodically 7. Arrange deliveries and managed current customer accountsAchievements: 1.Won a new customer and received orders worth of NTD 6,000,000 per month from the customer. 2.Maintained good relationship with customers(Lite-on, MSI, Delta and etc.).

Hangzhou, Zhejiang, China

1.Handling correspondence and coordination between customer and internal Dept. 2.Kept track of OEM orders. 3.Assisted in improvement of production and operation, preparing monthly reports.Achievements: Established the policy of 5S management