Zhenyu Shi Email & Phone Number

Shenzhen, Guangdong Province, CN

Shenzhen, Guangdong, China

I have actively driven improvements in the customer service operations for both international Customer and Business markets. My key responsibilities include:1. Customer Support and Issue Resolution: Effectively managed the resolution of technical upgrade issues for international customers, ensuring timely, seamless service and enhancing the customer.

Suzhou, Jiangsu, China

I played a pivotal role in establishing and leading a multilingual customer service team for medical devices. My key responsibilities included:1. Team Development: Successfully built a multilingual customer service team from the ground up, implementing effective recruitment, onboarding, and training processes to ensure high-quality service delivery.2..

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

1. Worked with Operations department & Training department by focusing on improving new hire training passing rate, probation passing rate and training efficiency.2. Handled large, diverse and both structured and unstructured data to develop reporting system and build several sophisticated dashboards in G-suits and Microsoft Excel.3. Identified.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

1. Oversaw and managed BPO operations including over 300 employees in APAC.2. Ensured service quality and strict adherence to processes by BPO.3. Provided performance monitoring of KPIs, identified trends and issues in service qualityand provided timely solutions.4. Worked cross-functionally with external & internal stakeholders to improve the.

Penang, Malaysia

1. Took the full charge of an experimental project which included 20 agents, and consistently attaining targets made company obtain this project as a long-term business.2. Oversaw daily operations of content moderation, continuously hit KPIs set by client and management, and won BEST team several times among 20 teams from 9 countries.3. Provided real-time.

Penang, Malaysia

1. Reviewed online content based on up-to-date client policies and guidelines, to ensure content is suitable for all to post on social media platform.2. Promoted to operations supervisor in less than a month.

Xi‘an, Shaanxi, China

1. Provided analytical information support to management and executive team.2. Created, developed and optimized report templates for various departments.3. Collected and consolidated periodic reports to management and client.4. Planned and developed Tableau reports, and answered all reporting enquires. 5. Participated on and performed data analyses and.

Xi‘an, Shaanxi, China

1. Real-time monitored system status, tracked, managed and documented production activities.2. Coordinated with schedulers to publish schedule and manage leaves and attendance.3. Generated and distributed management/ client reports in accurate and timely manner.4. Coordinated with IT department to solve technical failure or outage.5. Managed roster files.