The head of operation team, in charge of developing and delivering paid services to Amazon selling partners in CN and JP.

Lead a program team to drive improvement of customer experience.

Head of SIV (Seller Identity Verification) Function (50+ people team) with scope of leading operation team to verify identity of Amazon sellers via defining falsified identity documents or materials in China marketplace, by which to ensure genuine identity and reduce risk of transaction, taking responsibilities of operation process setup & improvement, program management, performance management and people development, making commitment to reduce/eliminate risk of enrolling sellers with falsified identity1. Set up seller identity investigation process, and ensure standardization and reliability2. Analyze MO (Modus Operandi) of falsified identity and improve accuracy and capability of investigation3. Monitor operational KPIs, improve working efficiency and reduce operations cost in terms of Expense per Revenue4. Define and develop talents, by which to empower team with sustainability and capability5. Cross-function communication with influence to push continuous improvement6. International teamwork across worldwide functions or peers, such as reporting in goal status, troubleshooting with global functions, sharing best practice with global peers and standardization on operation process across worldwide operations teams

Head of Retail Business Supporting Function (60+ people team) with scope of eliminating/reducing service failure or defects in marketplaces of China, Japan and Singapore, taking responsibilities of operation process setup & improvement, program management, performance management and people development, making commitment to reduce/eliminate service defects in terms of process and program with optimized efficiency and effectiveness, to enhance customer experience and reduce cost on service remedy.1. Set up service remediation process, by which to manage service failure, find root cause and solve problems2. Analyze root causes that lead to service failure/defects, and initiate programs to fix root cause, enhance customer experience and reduce/eliminate service failure3. Monitor operational KPIs, improve working efficiency and reduce operations cost in terms of Expense per Revenue4. Define and develop talents, by which to empower team with sustainability and capability5. Cross-function communication with influence on Retail, Customer Services, Supply Chain (Fulfillment Center), and Transportation & Package6. International teamwork across worldwide functions or peers, such as reporting in goal status, troubleshooting with global functions, sharing best practice with global peers and standardization on operation process across worldwide operations teams

Task queue supervisor of Retail Business Supporting Function with scope of customers' complaints and escalation, taking targets to resolve problems with high efficiency and quality.1. Leading team (15+ people) to resolve customer's complaints/escalation and fix root cause2. Set up and improve operations process, reduce handling time and first time resolution rate3. Define and develop talents, bring team with sustainability and capability4. Work and communicate with internal customers of Retail Business Supporting Function, implementing process improvement, by which to enhance operations efficiency

Serving Lenovo Customer Service Operations Center, with responsibility of customer service data analysis, including:1. Manage service business data analysis to ensure a sound allocation and development of Service Web Visit, Call Center and Field Service in PRC region,2. In charge of the forecast and monitoring of PRC service cost to ensure an accurate budget and reasonable usage3. As the interface between Service Operation Team and Quality Team, manage to monitor product quality status and trigger quality issue alarm, and in charge of fault data analysis to support key quality issues handling4. Based on Service Business Strategy, to develop deep-level business analysis report to support related people to learn business status and develop business capacity5. In charge of project management work, such as quality improvement, cost optimization, key issue analysis and so on, to ensure execution and success of each project

As a country-level sales representative of Lenovo Consumer Business, taking responsibility to develop sales channel and ensure a targeted sales volume, including:1. Working as a Consumer Products sales supervisor based in Saudi Arabia;2. With local distributor, I cooperate with distributor to develop Tier 2 partners and ensure stable sale-through amount and sound inventory level of distributor;3. With local retailer, I mainly manage the sale target of each biz case with retailers and I am also in charge of the storefront supervision, marketing and product training;4. As for local market, I mainly take over development of retailers and local market analysis works, such as PFV analysis, end user survey and so on.

Serving in sales operations team of Lenovo China Consumer Desktop Business, including:1. Sales Data Management: Collecting the data of 3S (Sell-in, Sell-through-in and Inventory) and providing related colleagues with the sales date by way of regular report forms.2. Data Analysis: Based on actual sales data, to analyze and output inventory turnover days and forecast of products for colleagues’ reference.

Working in a business development team of Lenovo China Laptop Business, with roles of project assistant, including:1. Distribution Channels Management: Keeping in touch with distribution channels and acquiring the state of marketing.2. Sales Data Management: Collecting 3S data and providing colleagues with regular sales report forms.3. Contract Management: In charge of exchanging views with other parties during negotiation, being responsible for going through formalities when making a contract and keeping signed contracts.4. Product training: Coaching new distribution channels to get acquainted with Lenovo’s products and sales policies.5. Temporary Projects Management: Being responsible for the management of a temporary project. In 2008, I was in charge of a survey project management. And my responsibilities were applying for project approval, facilitating the communication between related colleagues and Ipsos Research Company and monitoring progress of works. The project turned out to be a successful one.

1. I worked there as a preschool English Teacher, teaching Playway Children English published by Cambridge University Press.2. This is an internship position, and I got good impression from my direct manager.