William Chen Email & Phone Number

Beijing City, China

Call center business owner, BMW wholesale CRM systems management and AG solution localization

Beijing City, China

Channel integration, System development, Wholesale CRM process optimization

Beijing City, China

Wholesale process and channel integration

Beijing City, China

Major Responsibilities:1. Call center operation steering & performance evaluation2. Project based planning & setupKey Projects Experience:1. Telermarketing project setup2. Mobile Optimized platform setup3. Wechat service account setup4. Sales leads follow-up monitor at wholesale & retail setup

Beijing City, China

Major Responsibilities: 1. According to event/ campaign target & goal, adjust the event process & criteria, organize the internal operation.2. According to the clients requests, conduct sales leads generation.3. Conduct CRM performance monitor for all authorized dealers in China.4. Keep the event/ campaign run stably by monitoring the KPI of agents.5. Definition & testing task for new CRM system.Achievement:1. Participants selection & invitation for related BMW China marketing events from 2011 to now.2. CRM KPI Monitoring System for all BMW authorized dealers.

Beijing City, China

Major Responsibilities:  Pre-event tasks1. Assist the superior for the communication with client, provide new ideas & solution based on the experiences of previous years marketing event. 2. Cooperate with internal sources & prepare related documents to client for confirmation3. Participate into the system testing, to ensure the correction of data flow4. Estimate workload & headcounts, finish recruitment5. Conduct training for new staff, such as admin regulation, system operation, event process & scripts. In-event tasks1. Daily arrange human resources based on the data quantity & quality.2. Generate corresponding reports according to clients’ requests.3. Monitor the operation status for the event & generate staff performance.4. Communicate with internal & external departments, escalate special cases during event implementation. Post-event tasks1. Collect various information from the business angle, summarize experience & learning for the event.2. Conduct evaluation for staffs from the operation angle, to re-organize the human resources internally.Achievement:1. Related BMW China marketing events from 2010

Beijing City, China

Major Responsibilities: 1.Manage client’s requirement on business process & operation process, analyze & provide process solution, according to the operation situation & finish related deployment, control, monitoring etc2.Deliver to-be processes consulting & implementation according to client’s requirement 3.Adjust & optimize as-is business processes4.Conduct internal business process audit, structurally & statistically analyze the audit result, & provide process consulting & suggestion 5.Coordinate internal cross function at the process angle, to support business running6.On-site process guidance & management7.Conduct process training for related stakeholders & control the qualityAchievement:1.Designing & optimizing the process construction for BMW “End-to-End” project2.Defined the criteria & related reports of internal process audit3.Lead the process improvement project according to BMW requirements, built up a complete structured process system.4.Proposed & drafted all business processes for BMW CRM system upgrade project5.Participated into BMW marketing event as a consultant role for process management, execution & monitoring

Major Responsibilities: 1.Understand client business proposal & requirement, then provide process consulting & proposal to fulfill their requirement2.Maintain & optimize all business processes during daily operation3.Update & reorganize the process documentation regularlyAchievement:1.Finalize BMW call center process handbook2.Reproduce all training manual for upgraded CRM system to facilitate application

Major Responsibilities: 1.Participate into the theme scheme, collect information & undertake interview tasks2.Compose analysis or commentary according to the theme3.Coordinate the information sources4.Build up brand image by keeping contact with business partnersAchievement:1.Published several deeply analyzed reports concerning companies management ( Reference as 2008 4th-8th issues of Marketing & Management Magazine)2.Made some interviews; attended various seminars and forums