Peter Ding Email & Phone Number

Chengdu, Sichuan, China

• Conduct call center real time call queue management, workforce management to cover multiple time zones in Asia countries.
• Be accountable on operation SLA and key performance indicator, such as customer satisfaction rate, first call resolution, average handling time, ticket assignment accuracy rate and major incident response time.
• Perform call center people management and team performance monitoring by regular, one on one coaching session and staff meetings to continuously improve team performance and maintain team stability and development.
• Maintain mutual trust relationship with external client and internal team. Be SPOC for any customer escalation till the concerns be fulfilled or clarified.
• Analyze and identify performance gaps and drive improvement initiatives. Optimize service process, improve work efficiency and quality, reduce service cost.
• Set up and maintain smooth & effective communication channel with related support functions for business needs.

中国 四川 成都

• Manage high priority incidents in China service desk team, fast response & communicate with quick resolution as a crisis manager. Provide regular incident ticket status monitoring until solved and provide update report.
• Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents. Host weekly business meeting with customers & global team in different sites/countries, presented.
• Work on the service improvement programs.

Chengdu, Sichuan, China

• Manage outsourcing team, Office (5 pers), Audio/Visual (1 per), Warehouse (4 pers) and project members (20 pers)
• Responsible for the distribution, installation, operations, and troubleshooting of distributed computing environment. Participate in hardware/software deployment projects.
• Drive day to day business needs by managing multi-projects. Responded to customer/client requests or events as they occurred. Develops solutions to problems utilizing formal education and judgment.
• Rotated to Data Center Hosting in 2012. Focus on server landing, account configuration, group policy revision, secure patching, and SAN storage maintenance.

Chengdu, Sichuan, China

• IT hardware/software upgrade and operation service maintenance related project coordination and technical support, including desktop, laptop, printer, projector, handheld, smartphone, IP phone.
• Worked closely with manufacturing customers about asset procurement, inventory management, repair and disposition.

Chengdu, Sichuan, China

• Provide 24x7 IT support in manufacture environment during A7T7 CDCO&CDMO startup
• Worked with a team to support the 2 factories tool install project on schedule.
• Skilled Windows Server & Client OS installation, image backup and recovery, troubleshooting.

Bachelor'S Degree, Electronic Information Engineering

Information Security Direction