Rui Li Email & Phone Number

Shanghai, China

1. Delivery the company strategy into day to day operations for Business 2 Consumer customer service2. Close collaboration with crossfunctions (customer service B2B, Ecommerce, customer experience) to identify targeted solutions for steadily occurring problems within customer interaction processes3. Grow the B2C team by identifying opportunities to take the teamwork to the next level as well as considering individual needs of team members4. Manage the day to day business together with team by creating a synergetic work structure for every day challenges - including processes, external communication or IT infrastructure

Shanghai, China

- Supervise and manage E-commerce after-sales operations which include, but is not limited to, order fulfilment, cancellations, and returns for Prada and Miu Miu merchandise across different platforms - Resolve problems by engaging external vendors and internal stakeholders from different departments which include logistics, IT, physical stores and payments - Manage a team of digital customer service agents to deliver on service level targets - Cooperate with Prada headquarters in Italy on company initiatives to improve customer satisfaction and hire top talent - Monitor workforce requirements based on expected traffic volumes and service levels - Revamped customer service workflows and canned responses

Shanghai City, China

- Ensure smooth running of contact center operations for Agoda’s Shanghai site by collaborating with local vendors and Agoda headquarters in Bangkok - Setup and lead projects to enhance employee satisfaction and reduce turnover - Directly managing a team of 25 – 30 customer service representatives to meet performance targets and provide upskilling curriculum for career development - Interview and hire top quality customer service talent for mandarin support across contact centers in Shanghai, Kuala Lumpur, and Bangkok - Contributed to the launch of Agoda’s first and only contact center in China through local hiring activities, office site sourcing and setup - Appointed as Agoda’s Compliance Ambassador for Shanghai’s contact center with a track record of 0 compliance violations - Secured management position promotions for more than 5 direct reports by positively challenging my team with opportunities in handling management responsibilities

Bangkok, Thailand

- Establish and evaluate performance targets and customer satisfaction improvement projects for the Mandarin/ Cantonese customer support teams in Bangkok and Kuala Lumpur - Supervise daily business operations to ensure smooth handover between customer support teams across different locations and languages - Participate in monthly cross location team meetings to provide business updates, language team achievements, and sharing of knowledge and best practices - Responsible for creating rosters to ensure traffic is covered by the headcount available - Managed, mentored, and coached a direct team of 15 – 20 Mandarin/ Cantonese customer service agents in Bangkok while acting as a back up to support Agoda contact center supervisors in Kuala Lumpur and Budapest - Interview and hire top quality customer service agent for Mandarin and Cantonese teams - Appointed as the first supervisor to lead the Mandarin/ Cantonese customer service team in Bangkok - Ramped up the hiring for the Mandarin and Cantonese customer service team in Bangkok from a headcount of 15 agents to 40 agents within 6 months - Hired and conducted the onboarding of the first batch of Mandarin agents in preparation for Agoda’s new contact center in China

Bangkok, Thailand

- Provide world class customer service and offer solutions to guests and business partners in English and Mandarin via voice and email communication channels - Contribute to improving customer experiences when contacting Agoda by providing constructive feedback to supervisors and managers on operational processes - Assist with supporting supervisors from Kuala Lumpur in cross location management of Mandarin/ Cantonese agents in Bangkok’s contact center - Achieved top performing Mandarin agent for 3 consecutive months in Agoda’s Bangkok contact center - Streamlined processes and initiated cross country team building activities to support teamwork within the Mandarin/ Cantonese teams operating in Bangkok and Kuala Lumpur

Pattaya Thailand

Pattaya Thailand

Bachelor'S Degree, Tourism And Travel Services Management

Activities and Societies: “ASEAN Today” Exhibition as an organizer. “Amphawa Floating Market” Trip as a tour guide. “International Day”.

Global Business Leadership Exchange

Exchange program