Assisting director to manage IR client services team to deliver consistency exceptional services to clients and prospects alike. My key responsibility is to develop new sales opportunities and new client relationship in China, in terms of PR Newswire IR services/products for US and HK listed Chinese companies market.• IR services support management and monitoring.• New sales and CS onboard training.• News IR sales opportunities development in South and Eastern China, services including XBRL/EDGAR, IR website, Conference Call, Global News/Media disclosure.• Customer maintenance and contract renewal (over 95% retention.)• New business/services development in China• News sales target achievement (2014 sales revenue 1 million USD)

I was in charge of customer service department in China, leading and managing customer services team to deliver consistency exceptional services to our customers and prospects. Liaising with internal department of editorial, media relations, sales, IT and US IR product to provide the professional and satisfactory services to our customers.• Deliver consistency exceptional services in quality, accuracy and productivity target for client services department.• People Management, including recruit talented people, as well as performance appraisals and staff development.• Manage three customer services teams in Shanghai, Beijing and Shenzhen, working with local supervisor closely to discuss relevant client issues and provide solutions.• Work very closely with team member to solve big problems.• Monitoring emails and calls to ensure quality responses are given and any training issues are addressed.• Communicate and act as a focal point of dissemination of information from management to team and vice versa.• Liaise with internal departments to discuss services issues, ensuring excellent services provided on company level.• IR services/products training provided, ensuring team members have ability to provide IR services support, understanding capital and financial market.• Lead team to provide all services support from enrolment to renewal, working closely with sales team in order to maintain and renew services with customers.• Directly responsible for several key customers’ maintenance and new sales opportunity development• Leading and motivating a team of 7.• Promote high Customer Services and Quality ethos on the team and in the company as appropriate.

• Shanghai client service team KPI setting and monitoring.• Monitoring emails and calls to ensure quality and timely responsesare given.• Directly responsible for key clients’ issues and problem solve.• Work closely with Beijing CS manager to ensure excellent servicesprovided on company level.• Discuss with other departments’ in terms of services and clients’issues, Salesforce and CRM system issues.• Leading and motivating a team of 2.

• Communicate directly with clients either by email, phone and face to face meeting.• Handle incoming phone calls and emails, services procedure introduction and complaints resolve.• Process orders, forms, applications and requests and keep records of customers’ interactions and transactions.• Sales support and relevant documents preparation.• Work independently with editorial department, ensuring customerpress releases distribution timely and accurately.