Jay Chen Email & Phone Number

Suzhou

1) Ensuring smooth operation of Email (supported by Zendesk)/Hotline/Remote Support of Tradeshift China Technical Support Team. 2) Formulation, update and review of SLA documents for Tradeshift China Technical Support Team.3) KPI setting, implementation, progress tracking, assessment and results feedback for the team on monthly / quarterly / annually basis. 4) Internal collaboration with product, delivery, supplier onboarding, engineering and outsourced technical team to ensure that the project can be followed up in a timely, accurate and efficient way after project going live.5) Externally communicating with customers and their suppliers to ensure the response speed, standardisation, accuracy and professionalism and then ensure higher CSAT.6) Weekly meeting with all the leaders from technical support department of the Danish headquarters to get the latest news and updates, and share information about process improvements, tools, system changes, etc.7) Responsible for team members' daily operation guidance, internal career development guidance, regular coaching to maintain professionalism and stability in their work.8) Continuous optimisation of internal processes / tools, provide suggestions for improvement, and work with the product and engineering team to continuously improve our platform.9) Immediate action/handling of emergencies, complaints or escalations.

苏州

1) Be responsible for daily operation and management work (7*13hrs) for Customer Service Center (APAC) of AirAsia airline company.2) Be responsible for the task assignment, coordinating, working schedule arrangements, continuous tracking of quality assurance, KPI reporting for all teammates on a daily basis.3) Calculating daily operation statistics which reflecting operation latest status, analyzing statistics to support solution making and making sure action plans could be determined with timeline requested by clients.4) Be responsible for the achievement of major KPI including Service Level, AHT, Utilization and Quality, followed by teamwork analysis and solution making.5) Be responsible for the management work of daily inbound & outbound service.6) Manage daily operation for multi-language skill set team.7) Special handling and escalation for complaints, sensitive public relationship, critical and emergent cases.8) Be responsible for the shifts, annual leaves, personal leaves, sick leaves of all team members. 9) Build and maintain a stable team, improve team spirit and raise loyalty.10) Other tasks which assigned by operation manager.

苏州

1) Be responsible for the daily operation and management work of Medical team for AXA Assistance 24*7 Rescuing and Service Center.2) Be responsible for Daily work & tasks assignment for all team members.3) Be responsible for operation daily statistics tracking and reporting of latest status to operation manager.4) Be responsible for implementation of important evacuations (Long distance Ambulance, Air Ambulance).5) Be responsible for quality monitoring of all inbound/outbound calls for all team members, working with quality department, list solutions and coaching agents accordingly.6) Participating meetings with important insurance company clients (CPIC, PICC, etc) and make sure operation work could be delivered smoothly. 7) Special complaint/escalation cases Handling8) Be responsible for recording of the shifts, annual leaves, personal leaves, sick leaves for all team members.9) Be responsible for team members recruiting, knowledge base training and monthly paper test enrollment.10) Other tasks which assigned by operation manager.

苏州

1) Be responsible for the daily operation of TC Seller team for American Express Travelers Check business. (Markets include: China Mainland, HK, Macao, Taiwan, South Korea, Japan, Thailand.)2) Be responsible for all the agents’ weekday work arrangements and assignments, coordination and Performance tracking & monitoring, summarize and submit daily report to operation manager.3) Be responsible for the preparation of the operation data and have meetings with both clients and Operation manager so that they could get updated about the latest status for the team, do analysis for certain data and give solution for that, set deadline for improvement.4) Be responsible for the completion of KPI (Service Level, AHT, Abandon rate, Utilization, Quality and security, etc), analyze failure, work out solutions and then cooperate with team members to achieve.5) Be responsible for the quality monitoring and management for both inbound & outbound calls, conduct real-time/afterwards coaching sessions; keep tracking of the coaching results. Check cases to make sure each of them have been keyed into system accordingly and correctly, for those which may need further follow-ups, I need to make sure each of them have been followed up properly.6) Be responsible for the update and maintenance of the knowledge center, coordinate with training department to make sure each new batch of updates have been fully applied in the new employees’training sessions.7) Be responsible for the attendance and attrition of team members.8) Special complain/escalation cases Handling9) Be responsible for the shifts, annual leaves, personal leaves, sick leaves of all team members.10) Other tasks which assigned by operation manager.