1. Set up service team’s competency model, standardize the team promotion procedure and the talent training and development system.2. Work closely with teaching and sales teams to standardize the refund process, design complaint handling skills training, and reduce refund complaints about educational services to zero.3. Establish a data tracking system to drive student attendance, the class consumption rate increases by 7% within a week.4. Improve seven centers’ daily operational efficiency by updating iterative service standards; communicate and coordinate project advancement in the region.

- Work closely with students to achieve set goals; successfully help students obtain "excellent" graduation thesis.- Lesson planning based on students' conditions, provide tutoring on IELTS reading, business English writing, and thesis revision.

-Activity planning1. By integrating the company's resources and clarifying product positioning, formulate activity strategies for three major categories of customers: independent business owners (IBOs), government officials and corporate executives, and school students, focusing on improving customer experience, enhancing Amway brand influence, and ensuring activity satisfaction ≥ 96%, NPS≥70%.2. Plan the new "A+ Youth Tour" activity to promote school-enterprise linkage and successfully attract 200+ primary and secondary school students in Huangpu Development Zone to participate in corporate events.3. Lead the team to break through the routine and use the live streaming trend to launch a new live streaming program to drive the attention of IBOs; coordinate pre-planning, on-site shooting, post-production, channel promotion, etc.; accurately analyze user needs and improve user stickiness through data feedback; 34 live streaming programs has attracted more than 600,000 viewers, and the public account has gained 20,000 followers.-Team empowerment1. Team building: the team members are stabilized at more than 30 people by continuous recruitment and training, to ensure the daily operation of the experience center; the average length of time of the interns is 12 months.2. Training efficiency improvement: Continuously optimize the training system and provide continuous training on product knowledge and service skills to team members; build a ladder-type trainer team and a heritage training team to effectively shorten the training cycle, training efficiency is improved 30%.

1. Led service team of a center with 1300+ students to provide professional service and handle customers’ complaints in time. Leadership outcome: 34% of center total revenue came from service internal contribution. 2. Led service team (10 people) to create happy learning environment by organizing various activities and parties, which resulted in 22% customer satisfaction score (NPS) increase.3. Managed in-center classes offering to balance teaching resources and students’ needs, which led to over 50% of class show-up rate, top 2 in the region.Lead service operations team of a centre of over 1300 active students. 4. Service operations staff hiring, retention, competency enhancement and career development. Successfully promoted one to service team leader and three to senior.5. Center daily operation and maintenance, including dealing with building management, procurement, facility maintenance, operation cost control, etc.

1. Designed training plans for senior service staff to improve service efficiency as well as to support sales team to achieve monthly target, which led GZ team rank at No 2 in the nation in in customer satisfaction score (NPS). 2. Worked with national operation team to restructure service staff (over 50) onboard training system by developing an online self-study tool to increase training efficiency by 40%.3. Worked with national operation team on strategic decision making and national projects execution, such as service team restructure, standardizing Job Descriptions and work manuals for service staff of EF adult centers. 4. Promoted and disseminated regional best practices such as ‘wechat platform’, which became national practice among 20+ centers5. Conducted service audit to ensure all processes and polices are implemented in centres and aligned with national standard.

1. Led projects and organized activities to enhance student satisfaction score which brought my own center to rank top 3 in the region.2 Conducted service skills and product trainings to new staff.3. Worked with Sales and Education Service departments in center to attract potential students and achieve internal revenue target4. Complaint cases handling

Managed 150-180 students’ study progress and constantly exceeded KPI in terms of customer satisfaction score (NPS) and service revenue contribution. Honors:04/2011 Second Prize in the 2011 GZ Initial Study Planning Contest10/2010 Center Service All Star09/2009 Center Service All Star07/2009 Star Performer of Service Boot Camp

1. Achieved monthly sales target in a start-up company specialized in international trading2. Develop new suppliers and expand new business for the company