Take lead of Customer Success Dept. and Operation Dept. in Greater China@Customer Success ! Manage Contact Center to provide standard and professional oneTMS (SaaS) service to customer in China ! Manage CS in Orange Team, who provide end-to-end logistics solutions ! Manage CSM (Customer Success Manager), who take role as a relationship manager. Leads oneTMS customer to Orange success.@Operation Dept. Manage a team from Sales to Finance, make end-to-end efficiency. Drive fast to Make A Difference!

@ Projects Implementation. Leading and executing projects implementation and make sure successfully launched. In charge of the migration process and new project implementation@ Projects Management. Lead project team to managing projects, make sure achieve customer KPI and maintain service level@ Business Development. Maintain good relationship with client. Earn Brand Promise & customer satisfaction, which explore new business with existing customers. To assist Business Development team in promoting VXI’s image, providing full package of call center solutions to clients’ and providing professional consultancy service based on the operation needs@ People managing and development. Staffs skill development by training programs and team developed by motivation programs. Also, work with TQA team to develop talent pool program in VXI.@ Operation Optimization. To execute process optimization by developing procedures, process, and workflow redesign to drive operational performance improvement to maximize work efficiency and revenue;

Domestic logistics customer service (CSV call center & operation center) On System & Processing：1. Develop and optimized projects SOP.2. Domestics Logistics system managing and monitoring3. People Development. System training and CSV skill training provided 4. KPI developed and reviewed. Provided solution plan 5. Process optimization by developing procedures, process, and workflow6. System optimization.7. Other projects which assigned by GMOn Training： 1. Designed CSV training program for Yearly/Quarterly； 2. Reviewed CSV KPI. Maintain and improve CSV service quality 3. System training to all end user and clients

In TQA Industry:-- Establish the monthly/quarterly/annual training plan.-- Develop Training Program for each projects (Operations) to achieve project KPI and Win satisfaction-- Establish E-Learning methodology training curriculum-- Maintain and establish the knowledge-based.-- TQA Total solutions planning and implementation.-- Monitored by recorded and online on QA officers. Cooperate with hotline and assurance each QA officer provided excellent service to each project. -- Analysis the quality provided by QA Officers. -- According to the analysis result, making the observation and solutions.-- According to the quality requirement and targets, designing various add hoc training and refreshment training. Improving representative’s handling skill, product knowledge & selling skill, attitude training, etc.-- For the new project, design the quality system and criteria.-- Involve “coaching & feedback” session in each Dept.-- Design and plan the QA activities & TNG program, improve the service level & customer satisfaction-- Design the TQA program, which set up the talent pool for company.

-- calls Monitored by recorded and online. Assurance the quality which provided by representative. Cooperate with hotline -- Analyst the quality provided by representative. Feedback to each Dept. management in order to improve the quality of each Dept. -- According to the quality requirement and targets, designing various QA Program and training program. Improve representative’s handling skill, product knowledge & selling skill, etc. -- Cooperate with operation Dept., holding a call calibration session, in order to get aliment between QA Dept. and Operation Dept.

- To control and balance resources to ensure the customer service satisfaction;- To lead a team of customer service executive and provide support and assistance through daily referral, coaching and call monitoring-- To lead a team to achieve project KPI to maintain the high level customer satisfaction

-- To provide general enquiry to HK credit card members though hotline. (E.G Bal enquiry, credit limit maintainance, etc)-- To maintain customer satisfaction