Responsibilities➢ Participate the products design and the strategy setting of Double Eagle➢ Strategy the Customer Service function in organization, operation, and execution➢ Merchant vendor acquisition➢ Key account relationship maintenance

Responsibilities  Overall management and development of Customer Service Department in China.  Setting & meeting operation Goals align with CN business strategy and Global vision. Strategic planning, forecasting, staffing, and managing outsourcing companies. Raise “voice of customer” within the company and work with virtually all departments to enhance customer experience in every business process. Drive cross-functional and internal improvement projects. Identify improvement opportunities across all business functions from customer contacts year over year.  Cost effective improvement through process optimization, productivity improvement, and technique application internally and externally. Customer facing PR/GA　crisis management Achievements  (2009) Global CS system (CS Central) migration in CN enhancing customer information security, customer experience consistence with worldwide, and productivity improvement by 20%.  (2009) Participant the Amazon Ordering Pipeline migration as a key stakeholder representing Customer Service. This migration ended Joyo platform and started the new era of 100% Amazon platform.  (2009) Acting as PR/GA role in resolving the famous Price Gate issue and initiating the crisis management process set up (2010) Proposed, planned and executed relocation project of CS Operation from Beijing to Chengdu with the size of 300 seats, reducing operating cost of 30%. It was delivered by 4 months ahead of the plan, and RMB1M saving with Zero operation impact and staff issue.  (2010) Project Andon Cord implementation – CS tool to stop selling the bad items identified in customer return data. Introduced the SMS service in CS to provide a quicker and better customer service, reducing RMB 20k monthly telecom fee. In 2011 Innovation Plan, total SMS solution is projected as one of the priority list. Initiating Live Chat service in CS, as the first two (and US) marketplaces for using this service.

Responsibilities Total customer experience management including targeted customer survey, defective improvement, parts logistic improvement, voice customer feedback in design. CS Operation: Design overall operation align with Care strategy; Drive the direction of CS development according to Nokia Care vision Customer Retention: Design the framework of customer retention Complaint management: control process; drive corrective actions; improve Care policy and process; monitor result; achieve customer satisfaction Issue management: define issue; organize cross-function effort; drive improving and corrective action; close loop and track results. Call Center Operation: KPI adjustment & maintain; system optimization; vendor management; bill handling; process optimization Government & Media communication: set up and maintain relationship with targeted Media and Gov offices; complaint case handling; event sponsor; Achievements  Migrate Customer Experience Management (CEM) with Hong Kong, Korea, and Japan to provide consistently high standard service to the customers in the areas. Set up Green Channel with AIC/315TS to reduce PR and GR risk Complaint management: optimize the complaint handling process; set up improvement process within Care; reduce complaint rate from 5% to 1.5%; resolution Turn Around Time improve to 3 working day from 4-5 working day Issue management: drove resolution “Famous issues” including N76 Gate, N73 Gate, and “Battery Defect” through cross-functions including repair network, Media, GA, and R&D and prevent the company from government penalty. Government & Media Communication: maintain relationship with CCA, MII, and TTL; drive to a positive relation with 315TS platform from negative.

Responsibilities Monitor the operation of Call Center and achieve operational target align the business strategy Access IT requirements for Call Center and drive solution Evaluate and manage vendor’s performance  Top Management Complaint handling and escalation management  Cross-functional communication to bring Voice of Customer into every business process Government Relationship in Customer Services Area such as China Consumer Association, Administration for Industry and Commerce, and the other related associations and offices, like small media Customer Services Image management in repair network including service standard, process, SLA, and surveyAchievements  Annual Top 1 Call Center Service winner in mobile industry from 2005 - 2007 Set up complaint recovery line driving customer complaint to Sony Ericsson instead of escalated to external channels Design the new Sony Ericsson CS image, uniform, service norm, training schedule, decoration, Service Promotion plan Initiate the program of Moment of Truth – by implement new process and standard in repair center, we brought surprisingly delight moment to our customer and drive the satisfaction increased from 80% in 2005 to 83% in 2006  Set up hand-in-hand program among retailers and service providers sharing a green channel for customers including inspection in the store, short TAT for phone return, and return door-2-door.

Responsibilities Set up all necessary KPI targeting to Wrigley Strategy and IT requests Call Center system and Equipment assessment and purchase Monitor the rationality and feasibility of the current process Manage and evaluate Help Center Analysts Staffing plan, recruiting, people development Total cost effective control & budget planning Customer Satisfaction Survey design and issue identification and resolution driving Working and communicating with real and virtual teams across global regionsAchievements Set up Help Center Asia in Oct 2002, and Help Center Pacific in Dec 2002 separately and managed them Evaluate and introduced Call Center system for Asia and Pacific region Follow the Sun project – Help Centers opened and closed in different timezone activating 24 hours X 7days service to the Wrigley staffs worldwide.  SAP implementation in CRM process Contingency Plan during SARS to let H/C operation stably during quarantine. Design and lead the global Wrigley IT H/C customer survey and result study and action plan to ensure continuously service improvement. Help Center Asia won the best one in 2003 & 2004, and Help Center Pacific won the best two.

Responsibilities Set up all necessary process according to the business request and managed the process execution Call Center KPI design and fulfillment Report design Quality Improvement process  Recruiting, people management & development Forecast & planning for cost control New requirement fulfillment customer satisfaction survey and improved the defective area. Customer care management Marketing campaign and events support New product support Sales leads generation and tele-sales conductingAchievements Adoption COPC in MS Call Center Management  Initiated Quality improvement program  Initiated customer satisfaction survey and achieved the CSAT incremental 2% quarter over quarter in 2001 Extend the size of Call Center from 7 in 2000 to 25 in 2002 Set up the Tele-Sales Call Center in 2002