Terry Guo Email & Phone Number

Guangzhou, Guangdong Province, CN

广州

I am responsible for setting up the assistance center of China from zero. Also incharge of this 7/24/365 travel assistance hotline and Starr China customer service hotline. Including:1. Set up the call center from zero, including location, all IT related issues, workflow set up...2. New staff hiring and training;3. Lead the team to answer customer's call.

Guangzhou

As the first man of customer service in Export Division, build up the whole customer service dept from zero. 1、Answer foreign customer enquiry by mail; 2、New staff hiring and training; 3、Set up all the workflows such as order fulfillment, RMA and shipment tracking, etc; 4、Prepare and summit all the system requirement about customer service;

Shenzhen

CS was separated into In-bound and Out-bound because of the structure adjustment. I have been assigned to be the Manager of Out-bound team. 1、Manage the daily operation of Welcome Call， Billing Success, reinstatement calls and other out-bound projects; 2、New staff hiring and training; 3、Improve out-bound KPI of all projects; 4、Handle all the checking.

Shenzhen

Because of the structure adjustment of CS dept. I have been assigned to set up Billing Success out-bound team and in-charge of Billing team at the same time. 1、Manage the daily operation of Billing team, in-charge of all the billing issues with sponsor banks to collect premium from customers; 2、Set up 3rd party payment platform; 3、Set up and manage Billing.

Shenzhen

Leading a customer service team in Shenzhen Home office. 1、Manage conservation hotline team to retain more customers; 2、Monitor team's KPI; 3、New staff hiring and training; 4、Set up the whole calling system of CS; 5、Communicate with other dept. and sponsors to improve performance; 6、Set up new CS Call Center; 7、In-charge of the system requirement and UAT.

Guangzhou

It's the largest wap site in China---(wap.3g.cn). There's no CS dept. before I had joined the company. I have built up and operated a CS team from zero. We provided hotline and online service(such as email、online Q.& A.) to the users. Recruitment, staff training, team management are all my responsibility. I also responsible for preparing the customer.

Guangzhou

I am used to be a CSR when I join AIA. Handle hotline and face to face enquiries until 2003. From 2003-2005, I also be the in-charge of conservation team. Manager the orphan client of whole company. In March 2005, QA team had been set up. I'm the supervisor of QA team. To audited the operation of csc dept. as a quality assurance. And I am also responsible.

Macau

Persuaded customers continue to use Hutchison's mobile service thought phone calls.