Willis Zhang Email & Phone Number

Los Angeles, Ca, Us

In my current role, I manage the current development of the automated GTS application through the CRM by closing gaps in the Maintenance workflow and adding more services to the application. Additionally, I compile data on our services onboarded in order to develop tools for a smoother onboarding experience. Furthermore, I assist with the onboarding of complex customers with multiple services with exceptions to meet their business demands.

I led the Product Implementation team of seven in Onboarding to meet SLAs in a dynamic environment, addressing escalations from internal teams, and lead internal special projects. Manged the CRM project by planning a roadmap, developed effective solutions with IT, and evaluated data for trends and recommendations. Developed new tools and update procedures to assist both fresh and existing Onboarding members.Key Contributions:• Assessed project dependences weekly and connect with key stakeholders in multi-disciplinary teams to ensure milestones are meet.• Evaluated current processes, provide recommendations, and execute new process to raise efficiency by 15% and improve consistency by 40% among the onboarding and servicing team.• Acted as a liaison for Product, IT, and external vendors to reduce lead times by 50%.

El Monte, California, United States

As a GTS Fulfillment Specialist II, I improved CRM features by developing and testing with enhanced UI in collaboration with IT. I conducted training sessions for fresh and existing team members to streamline onboarding process. I have developed procedure for appropriate documentation updates and ensure alignment with changing company policies. I noted and resolved escalated issues in production by leveraging excellent communication skills with relevant teams.Key Contributions:• Able to onboard clients for all TMS products within six months and lead team to reduce backlog by 80%• Minimized onboarding time for SLA from five days to same day for new business customers, while managing and debugging the Customer Relationship Management.• Transformed un-regular customer maintenance tracking process into integrative tracking and communication process.

Los Angeles, California, United States

Since 2013-2021 as an Owner of MMB Retail, I had overseen and controlled inventory levels by tracking and listing available stock on eBay and Amazon. I was responsible for sourcing inventory from multiple vendors locally and online to maintain sufficient stock availability. Furthermore, I have also managed end-to-end business operations from accounting to customer-facing functions as well as constantly determined ways to reduce shipping costs in line with rising / fluctuating costs.• Boosted customer retention by 20% and enhanced purchasing experience by addressing and mitigating customer issues and incorporating suggestions.Key Accomplishments:•Optimized operation efficiency and increased shipping by 30%+ each year through excellent inventory management.•Amplified sales volume by 25% through successful expansion in various product categories.•Maximized revenue by 15% on yearly basis within five years of operation.

El Monte, California

• Prepared and tested composite panels to analyze and understand in-house adhesive.• Assisted in understanding and developing solutions for blistered panels during pressing.• Prepared and tested composite laminates for compression and shear properties.• Developed training templates for testing processes.• Assisted in multiple teams to learn about all the different projects of the lab.

Irvine, Ca

• Led twenty high school students through the process of designing, building, and testing hand-launched remote-controlled foam aircrafts over four weeks.• Educated students about aerodynamic designs and manufacturing techniques.• Updated progress to faculty and presented suggestions based on participants’ interactions.

Greater Los Angeles Area

• Worked with owner and team in scripting, editing, and compilation of training videos.• Actively participated in brand-development marketing meetings to enhance user experience.• Managed multiple projects with various deadlines.

Los Angeles, Ca

• Managed inventory for top-selling products to keep sales constant. • Ensured customer satisfaction with timely package arrivals and customer service. • Increased visibility and sales by 50%.

Master'S Degree, Engineering/Industrial Management

Bachelor Of Science (B.S.), Mechanical Engineering

Activities and Societies: AIAA Design Build Fly