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A thought business leader with customer and business savvy. Proven results on product quality and customer experience management for more than 100M LaserJet printers with $1.7B yearly revenue and 11M yearly shipment volume in a Fortune Global 500 companies. 4% YoY warranty spending reduction with improved customer experience achieved. Excellent communication and relationship building skills with partners, customers and across functional teams. Strong troubleshooting and simplification capability for complicated environment. Being an ICF certified ACC coach and experienced internal trainer for “the 7 habits of highly effective people”, she has unique capability to build a united high-performance team with her coach style leadership. Track of record for hiring and training.Specialties: Product quality improvement, Warranty cost reduction,Escalation management, Customer service/support,Total Customer experience managementExtensive EM knowledgeEffective CommunicatorExtensive Leadership SkillsStrategic ThinkerGlobal ExperienceExtensive Product Life Cycle PLC experienceCoach style leadership
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General ManagerShenzhen Shining Ocean In'L Logistics Ltd Shanghai Barnch Jan 2021 - May 2024Shanghai, China Establish Shanghai branch to realize the company's growth from scratch. By the day I leave, company has become a stable and profitable small and medium-sized enterprise with around 20+ employees. As company’s founder，responsible for all operation related matters, including but not limited too Corporate operation strategy formulationo Setup company overall and motivation mechanism.o Hiring and training with a highly effective team including HR, Finance, Administration, Sales and Operations.o Establish and improve processes to achieve standardized operation of the company, laying a solid foundation for enterprise expansiono Achieve healthy profit growth
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Senior Global Quality And Tce ManagerHp Oct 2013 - Jun 2021Shanghai City, China Manage a global team of 60+ people to define the Worldwide customer support strategy, set warranty goal through budget and LTP (Long Time Projection) process, lead the team on the execution. Rebuild or improve warranty infrastructure and product performance system & process. With all the quality improvement activities, my team has avoided around $40M yearly warranty spending which hence result in >4% year over year warranty spending reduction. Net Promote Score (NPS) score has significant improvement with my team’s guidance and support to our worldwide customer support operation teams. Manage product changes to meet regulatory upgrade, parts shortage, etc. Partnership with manufacture team to ensure business continuity. Market research & big data analysis for customer experience improvement and business model decision. Numerous customer insights provided to improve customer experience for NPI products and business model decision. Gating product quality during the whole NPI development cycle and approve product launch with set quality criteria or waive exception. -
Les Tce(Total Customer Experience) ManagerHp Apr 2012 - Oct 2013ShanghaiWith great reputation earned in promoting Technical Marketing team and rebuilding EM team, I got this TCE assignment sponsored by Global GM and senior VP of LaserJet business. Manage a global team of 10+ people Setup the frame work and align with different function teams on the cooperation model. Deep Dive the data to prioritize the opportunity based on what we did well and what we didn’t for CL, NPS, CTT data and follow up on the opportunities identified. Solved the measurement challenge with current metrics system and provide recommendation on the measurement tool to optimize the metrics. Provide TCE strategic guidance to region for execution
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Technical Marketing ManagerHp Jan 2011 - Oct 2012ShanghaiBuild and promote this team to be a high-performance team from a low-morale and high-attrition one by addressing and resolving a lot of existing issues.- Manage a global team of 10+ people -Hired quality talent with good interview strategy.-Build very effective training system and process to help the team grow.-Bring significant improvement to the team which shows 50% time reduction in response and 40% efficiency improvement on providing solution for escalations.-Lead the team to partnership with T1/T2 support in regions, and to manage top issues, technical and business escalations impacting more than $50M TCV (Total Customer Value) per year.
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Les Ca Horizontal And Em ManagerHp Feb 2010 - Dec 2010ShManage a global team of 10+ people Restructure the EM team to be EMQI and EMSI focused.Lead the team to understand the EM specific issues and identify the EMQI (EM quality initiative) projects through sizing the opportunities process; work very closely with QPM, CPE, TME, R&D, Canon EM team and other functional team to drive for CMs. One example: Saved $4M by providing solution on jam and power issue and will save much more for future products.Under my guidance, my EMSI program manager work with region team optimized the support model to meet competitive customer needs. Around $1.9M was saved by working with region on SRS project and $2-3M/year will be saved by this process.Lead EM forum to assure enough knowledge sharing among EM team and other function teams.Train and develop the data team to be capable of supporting all data activities for LES.Management support to the operation team and Information Engineering team.This team continue to report to me after I promoted to be next level of manager. With the execution of my EM strategy for about 10 years, product failure reduced from 16 times of NA to 4 times of NA in India and 5 times of NA to 1.3 times of NA in China.Lead logistic team to setup logistic process for NPI and used parts/machines, which include negotiating with Chinese authority.
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Service Segment ManagerHp Oct 2006 - Jan 2010Shang HaiManage quality issues, leading a team of engineers and customer support staff.Lead NPI readiness to make sure each region support team is in place for new product launch, develop a training strategy and provide training to them. Drive different function teams in R&D to ensure the design and features are supportable and customer friendly. Work with all test labs to safeguard against potential issues of high business impact.
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Senior Mechanical EngineerKulicke & Soffa Pte Ltd Jul 2002 - Oct 2006SingaporeK&S is the world’s largest supplier of wire bonding machine, a kind of automation equipment.Develop the Material Handling System (MHS) for new generation machine.FEA (Finite Element Analysis) for the whole system; train engineers on FEA. Lead EVT (Engineering Verification Test), which includes thermal test, accuracy test, vibration test and so on. Lead the project to stiffen work holder system. Was assigned to Suzhou to establish and manage a engineering team on 2005 Setup a engineering by hiring and training.Work very closely with China procurement team on developing suppliers in China.Lead the team to work with R&D in SG and US to improve the design from process point of view whenever the suppliers in China have difficulty to fabricate the parts.
Nancy Zeng Skills
Nancy Zeng Education Details
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Executive Education – Stanford Innovation & Entrepreneurship -
Mechanical Engineering
Frequently Asked Questions about Nancy Zeng
What is Nancy Zeng's role at the current company?
Nancy Zeng's current role is GENERAL MANAGER AT SHENZHEN SHINING OCEAN IN'L LOGISTICS LTD SHANGHAI BRANCH.
What is Nancy Zeng's email address?
Nancy Zeng's email address is ying.zeng@hp.com
What is Nancy Zeng's direct phone number?
Nancy Zeng's direct phone number is +4434527*****
What schools did Nancy Zeng attend?
Nancy Zeng attended Stanford University Graduate School Of Business, National University Of Singapore / Nus.
What skills is Nancy Zeng known for?
Nancy Zeng has skills like Cross Functional Team Leadership, Product Development, Testing, Program Management, Management, Product Management, Project Management, Team Leadership, Manufacturing, Training, Engineering, Process Improvement.
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Nancy Zeng
Senior Sales Representative -- Shenzhen Jarliet Co.,Ltd (Factory Of Entity Doll, Tpe Realistic Sex Doll, Real Love Doll)Shenzhen
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