Zoe Ziyu Ma Email & Phone Number

Canada

Toronto, Ontario, Canada

Qingdao, Shandong, China

Responsibility:-Initiate and lead the comprehensive management of customer operation and customer experiences in overseas markets, establishing modules and standards for customer operations and experiences. -Monitor and manage the Voice of Customers (VoCs) and identify the major pain points at key touchpoint affecting customers’ purchase decision and sentiment towards Hisense. Offer business insights to enhance customer satisfaction rate and retention rate and liaise with relevant key stakeholders to ensure the resolution of key issues.-Drive and oversee customer-operation projects, developing strategic action plan in partnership with overseas markets, accumulate private customer database, identify and segment customers and develop customer persona.Achievements:-Developed and executed 2024-2026 Customer Operation Strategy and strategic action plan for Hisense International.-Launched customer operation pilot projects in 8 overseas markets, establishing customer operation capabilities. Accumulated over 220k customer assets to support customer segmentation, targeted marketing and membership operations.-Successfully launched the first company-wide "Voice of Customer" (VoCs) project, collecting, tagging and analysing online VoCs in overseas markets. Ensured the consistency of reporting and information transparency among key stakeholders by establishing VoCs management standard, operational guidelines and monthly reporting mechanisms. Implemented IT solutions (Sprinklr) and GPT capabilities (Open AI) to enhance customer insights analysis across 16 markets, 7 languages, 60 key channels. Achieved a closed-loop management rate of over 85%.-Identified and spearheaded a series of Customer Experience Management (CXM) best practices and innovative projects. With sound communication skills, conducted online sessions to share the successful experience to other key overseas branches which received 98% satisfaction rate.

Brisbane, Australia

Responsibilities:• Implement and maintain the customer care program with over 100 corporate clients - including hotel groups like Banyan Tree Hotel and Resorts, Wharf Hotels, Kerzner International and destinations in Asia-Pacific Region• Evaluate the existing program to enhance the client experience and improve retention rates• Act as key point of contact for members and corporate of the EarthCheck Program for technical support, program information and any reporting requirements• Manage Certification Services scheduling, auditor liaison and quality assurance, review and processing of Certification Reports and assist with the coordination and administration of Benchmarking AssessmentsAchievements:• Provided high-quality service to key account clients and consistently achieved targets and KPIs• Contributed to achievement of early renewal of Banyan Tree Hotel's contract for additional 3 years• Serve as a Master Trainer to deliver Onsite/Online Onboarding Training to Key Account Clients with 98% positive feedbacks and successfully persuaded the clients to utilize flag-ship programs• Contributed to the design of a wide arrange of contents, including those that ensure the successful transition between the old Company Standard and the new one• Identified new opportunities for business development in China and negotiated with Chinese partner and government bodies for the next stage cooperation

Brisbane

1. Implement and maintain the EarthCheck Customer Care Programme for selected clients within defined regions (Asian and Caribbean Region)2. Act as key point of contact for members of the EarthCheck Programme for technical support and programme information3. Assist with the coordination and administration of EarthCheck Benchmarking Assessments and Certification schedules and process for defined regions4. Assist with Certification Services scheduling, auditor liaison and quality assurance, review and processing of EarthCheck Certification Reports5. Report to EarthCheck Operations Manager regular progress reports, updates, issues and feedback from defined regions6. Support the facilitation of EarthCheck Training7. Provide general Administration support and undertaking of defined projects and activities as directed by EarthCheck Operations Manager / Customer Service Manager

Brisbane

Responsibilities:Write tutorials and blogs for members of Tourism TribeComplete admin work for Tourism Tribe CEO Liz WardAchievements:Created quality tutorials and a new online “China Hub” for Australia tourism operators to understand the functions and features of integrated Social Media platforms used worldwide including China region and ways to grow online customer engagement through these platforms

Beijing City, China

Responsibilities:• Work with key business clients to define target segments and develop innovative PR activities• Analyze consumer data with a life cycle approach and define segmentation and acquisition opportunities• Identify and maintain media relations• Write daily paperwork including press release, project reports, event rundown, competitor reportAchievements:• Coordinated with the team to develop, implement and evaluate engagement strategies for Johnny Walker House that promoted revenue generation among targeted segments and supported the its brand positioning and image in China

Master'S Degree, Master Of Tourism, Hotel And Event, 6.2

Activities and Societies: Photography Course includes Visitor Management; Travel Distribution and Transport Systems; Food and Beverage.

Master Of Intercultural Communication, International And Intercultural Communication

Activities and Societies: Filmmaking, Chinese dancing Course includes Intercultural Communication, International management. Ethnography.

Bachelor’S Degree, English Translation And Interpretation

Activities and Societies: -First Beijing International Film Festival. Volunteers Leader The movie Festival preparation, organization.