Amazon global logistic program

Promoted to Senior Manager in 2011 to lead larger operation team to provide call center services to multiple customers located in different locations (Japan, China, Hong Kong and Taiwan). Ensuring adherence and compliance to standard operating procedures.Responsible for service level agreements and achievement of key performance indicators; partnering with clients, global stakeholders to drive continuous improvement in operating model and processes.Attending weekly / monthly / quarterly reviews with Genpact stakeholders and Clients; central point of contact for open issues, contact center operational and quality matters and requests. Client satisfaction score hit 100% for consecutive 4 years.Monitoring team members for quality and compliance and providing performance coaching and employee motivations.Best team award in 2011 and 2014.

Promoted operation manager in 2009 to take lead new operation accounts by leveraging experiences accumulated in GE capital Japan.Established two new operation teams from scratch to provide sales support and collection services to Japan market; led team to complete transition and operation setup in a short period, and realized smooth processes migration and got customers’ recognition.Continued to drive process excellence, deliver productivity and provide value added services to improve end-to-end processes and create business impact, e.g. successfully drove down overdue % from 27% to 4%, and reduced aged unapplied amount by 99% within 3 months, generating cash flow of USD 7 million.

Joined company in 2004 as call center agent to answer the credit card related inquiry calls from Japanese customer.Promoted to supervisor in 2006 to lead the team of 30 people. Responsible for team performance, people management, and call quality control.Provided regular training to employee to improve knowledge and talk quality.Managed difficult, irate or emotional customers, and ensures problem resolution.Year of Employer in 2005 and 2007 due to sound performance.