Mike Miao
Senior Manager, Contact Center at 北京环球度假区- Claim this Profile
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English Professional working proficiency
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Chinese Native or bilingual proficiency
Topline Score
Bio
Credentials
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COPC
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Experience
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Universal Beijing Resort
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China
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Entertainment Providers
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400 - 500 Employee
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Senior Manager, Contact Center
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Sep 2021 - Present
- Monitors all facts of the contact center operation and searches for ways to streamline processes, reduce costs and drive sales/revenue. Directs and supports the management team to ensure Guest Service Excellence and Team Member Satisfaction. Responsible for overall direction, co-ordination, planning, assigning and directing work - Conducts weekly meetings with direct reports to monitor business unit progress. Provides direction, guidance and timely feedback regarding performance and accountabilities. - Attends department head meeting with departmental VP and other department heads to provide insight weekly on all aspects of GCC Performance. - Oversees and approves the staffing levels for all GCC operational areas and approves staffing requirements, to ensure Service Level goals are met. Reviews labor and call handling costs weekly and works with Management team to reduce costs when possible. Responsible for departmental budgetary planning and performance as well as Capital Planning. - Leads and inspires GCC Team Members to provide Guest Service and Sales Excellence, mentoring Leaders and Future Leaders through focused development techniques. Provides departmental Vision, ensuring this is complementary to other UBR programs and projects. - Provides direction to Training and Quality teams regarding programs and procedures. Approves curriculum for new hire classes, training materials and other on-boarding materials. - Understand and actively participate in Environmental, Health & Safety responsibilities Show less
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亚马逊中国
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China
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IT Services and IT Consulting
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100 - 200 Employee
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CN Scheduling Manager, Workforce Management
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Dec 2020 - Sep 2021
- Lead and develop WFM scheduling team, ensuring that all team members have proper training and understanding of policies and procedures; - Create and develop the workflow, SOP and KPI of Amazon CN Scheduling; - Provide scheduling management and support to 2000+ associates of Amazon SPS team; - Ownership of scheduling policies and practices across businesses in multiple regions, OU's and languages, balancing Seller and Associate needs. - Serve as primary POC for all scheduling-related issues and escalations; - Provide scheduling escalation, recovery, and restore capabilities for any failure of services; - Manages business and executive-level escalations, including reporting to senior-level leadership, accountable for SLA and capacity delivery; - Owner of senior leader initiatives and key inputs needed for reporting and drives initiatives to effectively manage associate experience and operational excellence. - Hire and develop best, Dive Deep, Invent and Simplify, Deliver Result, Think Big, Learn and Be curious; Back bone, disagree and commit. Show less
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Freelance
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中国 北京市
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Senior Customer Service Consultant
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Nov 2019 - Dec 2020
As an independent senior consultant of customer service and call center, provide management consultation, support and help to the third-party company. The main service objects are Internet / FMCG / medicine and software industries. As an independent senior consultant of customer service and call center, provide management consultation, support and help to the third-party company. The main service objects are Internet / FMCG / medicine and software industries.
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Bayer
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Chemical Manufacturing
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700 & Above Employee
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Senior Manager, Contact Center
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Aug 2011 - Oct 2019
Responsible for Bayer China contact service operation, sales support service, social media operations and contact center infrastructure, leads operation of all Contact Center-related infrastructure services. as owner, developing and implementing service operation solutions needed by the business, providing centralized service access for internal and external users to support organizations. - Took a lead in providing social media / e-commerce / AI / internet+ service to Bayer customer in pharma field. - Consolidate and establish the unified Bayer Contact Center as founder. - Create and develop the Bayer China Contact Center's all workflows, processes and KPIs. - Lead and manage customer contact center to provide support via hotline and social media to all external customers. - Lead and manage sales support team to provide support via hotline and social media to internal employees. - Lead and manage the external partner to develop the Bayer Contact Center system, hotline CRM and Social Media system. - As Contact Center or service business partner, be stakeholder of relevant processes. - Lead and manage outbound, social media and survey projects of Bayer China. - Manage the recruiting, budget controlling and other daily management work of CCC. Show less
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Sony
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Entertainment Providers
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700 & Above Employee
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Service Project Lead
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May 2007 - Aug 2011
- Lead and manage Sony professional Customer Contact Center. - Manage and develop Sony Professional service stations' KPIs, provide service trainings. - Lead Sony Professional Group's customer relationship and complaints project. - Manage the external partner to implement the customer survey projects. - Lead and manage Sony professional Customer Contact Center. - Manage and develop Sony Professional service stations' KPIs, provide service trainings. - Lead Sony Professional Group's customer relationship and complaints project. - Manage the external partner to implement the customer survey projects.
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Lenovo
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China
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IT Services and IT Consulting
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700 & Above Employee
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Call Center Supervisor
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Aug 2004 - May 2007
- Lead 15-20 engineers to provide product hotline support to Lenovo PC customer. - Lead Lenovo CCC training project. - Manage the emergency issues,complaints,quality control as leader. - Manage the whole PC customer call center manpower and schedule as deputy manager. - Make and manage Lenovo customer survey project - Lead customer satisfaction survey team to make deep customer analysis to General Manager of Lenovo service. - Lead 15-20 engineers to provide product hotline support to Lenovo PC customer. - Lead Lenovo CCC training project. - Manage the emergency issues,complaints,quality control as leader. - Manage the whole PC customer call center manpower and schedule as deputy manager. - Make and manage Lenovo customer survey project - Lead customer satisfaction survey team to make deep customer analysis to General Manager of Lenovo service.
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Sifang Automation
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China
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Appliances, Electrical, and Electronics Manufacturing
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1 - 100 Employee
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Service Engineer
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Jul 2002 - Aug 2004
- Provide on site/hotline customer service and support computer network and signal communication - Provide the product training - Manage on site project as leader in 2004 - Provide on site/hotline customer service and support computer network and signal communication - Provide the product training - Manage on site project as leader in 2004
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Education
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1998 - 2002
North China Electric Power University (NCEPU)
Bachelor's degree, Computer Science
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