Lea Zhang Email & Phone Number

Xuhui District, Shanghai, China

Shanghai, China

APAC Team Manager for the Microsoft Outsourced Sales Team, responsible for:Strategizing and managing sales performance across the APAC region. Set quarterly region-specific KPIs to ensure frontline sales personnel efficiently meet established performance goals.Regularly conducted performance reviews with Segment Leaders in APAC, providing accurate sales forecasts, and gaining insights into partner performance and progress of marketing campaigns (GMT) in different areas.Worked closely with the APAC sales support, operations, and technical teams to understand regional partner characteristics and needs, promptly communicating this information to the team to enhance sales efficiency and customer satisfaction.Actively assisted team members in adopting best sales practices, resolving challenging issues, sought additional resources from to improve overall team performance.Responsible for the recruitment, interviewing, and training of new team members, ensuring a smooth integration into the team and fulfillment of job requirements.

Shanghai City, China

Builds and maintains strong relationships with a portfolio (20+) of strategic and high potential cloud-based partners in GCR and SEA.Leverages BI reports with insights to help partners review and optimize their Microsoft cloud solutions, to identify up-selling/renewal opportunities.Regular meetings with partners to provide business/product and program updates, along with the latest promotions and incentive programs to help them gain more advantages.Orchestrates between partners and relevant internal stakeholders to map out strategic and complex readiness plans to ensure partners are maximizing the potential of their Microsoft products/services.Develops and shares best practices and mentors other team members regarding driving and executing against partner plans. Coach/mentor new hires across regions.Global SME Lead for tools and process to ensures consistent global alignment.

Shanghai City, China

Communicates relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance.Collaborates with EMC resources and customer during escalations.Leverages big data analysis to provide customer environment insight.Accountable for Change control management to ensure stability of environments.Works with the customer to proactively identify and resolve potential issues to achieve high system availability.Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements.Leads preparation for customer quarterly business review.

Shanghai City, China

Oversees workflow and call queues; assist with open case management, field escalations and SLO attainment.Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures.Handles product Manager on Duty - operations duties including Turnover and weekend shifts.Covers all management issues that are directed to the product phone; work with management team on technical support operation duties and issues.Liaison with peers across product.Champions recommendations to management for change/improvements and execute on approved proposal(s).Facilitates the group to work in a team environment and leverages top technical talent to share/transfer knowledge.Promotes teamwork to achieve common goals; while encouraging individual contributions.

Shanghai City, China

Oversees workflow and call queues; assist with open case management, field escalations and SLO attainment.Assists duty manager/management team on technical support operations and customer requests.Liaison with peers across geos, manages turnover among geos.Shift schedule for weekends.Participates global team meeting on behalf of APJ and discusses case handling issues with counterparts.Collects engineer’s feedback to management team.Provides reports to management team for performance review.

Shanghai City, China

Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.

Shanghai City, China

Company’s business includes value-added services for mobile phones, telecommunications equipment’s and integrated solutions. Widely used in enterprises, universities and organizations for contacting and communicating. As well as in informing meteorological, hydrological, geological disaster warnings. Providing SDK packages for all types of B2C companies for content delivery, mail alert, etc. Responsibilities are introducing the information and details about the products to the potential clients, recommending proper plans and projects correspond to the client's requirements and needs. Quotes price and making contracts, follows the whole purchase processes. Arranges shipments and billing the invoices. Addresses common user's question after sale. Collects feedbacks, complaints etc.