♣ Responsible for offline/online marketing and promotion campaigns based on crossover branding cooperation to enhance brand value. Developed, oversaw, and executed 4 campaigns that include offline/online marketing events and H5 projects from start to finish（with the highest campaign performance of over 25,000,000 online impressions and over 600,000 offline exposures.）♣ Integrated multi-media platforms and managed user growth operations. Accomplished 500,000 user growth on Weibo account in half a year and organized and certified Weibo MCN with 15 starting KOLs; managed content operations of more than 10 social media platforms.♣ Established account executive group for serving social media (Wechat account) advertisement business and fulfilled over 40 client serving programs. Communicated with clients to accurately understand diffusion briefs and liaised with copywriters on delivering contents; ensured to drive programs forward by Leveraging resources.♣ Maintained and expanded cultural derivatives products business. Developed and launched 2 IP collaboration products in 3 months.

♣ Constructed basic operation framework and consistently optimized the standard procedures of an English online education product. Served over 10,000 paid users via online operation and the secondary conversion rate of my SKU improved 136%, with repurchase rate of over 20%, max 27%.♣ Identified consumer needs and created output of periodic reports and participated in production strategy optimization. Enhanced key operation metrics by 10 percentage point and average repurchase rate increased by 8 percentage point.♣ Developed designed, and created 2 online courses on course scheme, course operation setting, and course content.

 Planned and implemented operation of ad hoc projects accordingly. Arranged and ensured implementation of 4 specific projects, such as carrying out user insight research, competitive analysis, and integrating global hotline platform and ticketing system product features. Collated and analyzed customer feedbacks and requests to support product team in user experience optimization. Constantly liaised with product team on product release test and preparing FAQ in advance, proposing short-term solutions to unexpected bugs, and sorting out user feedbacks to prompt product iteration. Integrated potential complaints throughout the whole customer lifecycle and hence built up CRM knowledge base. Systematically categorized user concerns and problems during various stages of service utilization; continually oversaw and assessed the execution effects such as efficiency, quality and customer satisfaction data to improve the standard procedures. Superintended Global CRM BPO program on operation efficiency and quality; formulated and modified operation strategy accordingly. Oversaw BPO performance metrics and operational statistics combined with global launch plan and customer nature to modify and refine operation plans. Liaised closely with internal stakeholders on projects of user education and high-risk complaints. Engaged collaboratively in user education projects with social media team by conducting exhaustive user feedback analysis on frequent complaints twice every month and hence initiating online user education topic selection.

 Initiated training subjects to develop new courses; produced training materials and demonstrated classes. Updated and improved training content, assisted in creating course and quiz training materials; trained new recruits in up to 10 courses, such as customer service practices, working system and tools, business knowledge, etc. Designated comprehensive training system, coordinated to conduct training program and optimized current system. Customized training plan based on business need, evaluated training quality and trainee satisfaction to constantly enhance training system and programs. Analyzed training data and submitted weekly data report. Tracked post-training KPI record of every training session and put forward improvement plan based on reports. Regularly tested the business knowledge of the business departments. Assessed routinely on business knowledge, collected support logic problems and proposed improvement scheme.

- Translated headquarter training materials and customized materials for local needs. Accomplished 6-7 training materials (Deck documents of 20-30 pages) translation every day and translated without delay upon urgent translation tasks.- Updated and managed internal business knowledge base and business knowledge assessment materials. - Coordinated training site, device, supply needs with administrative and IT department.