Operation Lead

• Jun 2020 - Present

- Manage Airline project's overall operation - Manage 2 sites ( Tokyo and Guangzhou ) - Call center (Japanese) ( Phone and chat) - Customer Care ( Japanese ) - Admin ( Japanese ) - Manage Airline project's overall operation - Manage 2 sites ( Tokyo and Guangzhou ) - Call center (Japanese) ( Phone and chat) - Customer Care ( Japanese ) - Admin ( Japanese )

Project Director

• Jun 2018 - Dec 2018

* Be responsibility for client relationship management as site manager. Coordinate resource internally and drive/follow action taken to meet client’s requirement and expectation * Lead internal financial budget forecasting/ cost review / billing review, drive program’s revenue improvement * Lead WBR/MBR/QAR deck readiness and host review meeting with client vendor manager * Lead operational KPI management of 4 LOBs, and drive KPI improvement project. * Lead and manage team’s staffing forecasting and capacity review with client * Lead COPC readiness and audit, and got COPC certified * Lead quality team, and driving quality related KPI by improving behavior * Lead training team, and meet client’s requirement Show less

Senior Operations Manager

• Apr 2015 - Jun 2018

* Be responsibility for client relationship management as vendor site manager. Coordinate resource internally and drive/follow action taken to meet client’s requirement and expectation * Lead internal financial budget forecasting/ cost review / billing review, drive program’s revenue improvement * Lead WBR/MBR/QAR deck readiness and host review meeting with client vendor manager * Lead operational KPI management of 5 LOBs, and drive KPI improvement project - Voice Team: CSAT/IR/AHT/ACW/Blank Email etc… - Email Team: CSAT/IR/EPH/Compliance audit * Lead program growth/ramp up, and communicate with internal/external team. * Lead and manage team’s staffing forecasting and seat capacity for peak season readiness. * Lead scheduling adjustment and real time management to meet per interval HC requirement * Lead COPC readiness and audit, and got COPC certified * Work with BD together to get more business opportunities. Involved in BD process to get more new client Show less

Operations Manager

• Nov 2011 - Nov 2014

*To ensure SLA, will be responsibility for manage team’s operation every day. According as actual situation, restructure team and update standard process/rule. For example, to create SOP/talk script/email template/escalation rules etc… *Weekly review with client and business owner and keep well communication with them, understand requirement of client correctly, update to team and coordinate with function team. *As this is a new project, collect system issue and report to owner, and work together with client closely to fix issues. * Manage and lead team’s QC. Lead to improve customer satisfaction and process. Lead YB & GB project. For example, to improve NPS and miss rate *Review business result with audit department regular. *Manage performance. Create appraisal criterion, ensure appraisal will be fair and reasonable. Review the result with agent once a month, and inspire, reward agents who got a high score. Give feedback and advice to low performance agents, and help them to improve. *Provide chance to develop agents’ career, Care their IDP. And plan training for them. *Team Building regular. * Various reporting etc….. * Work with solution team together to get more new client * Lead solution process while the new opportunities came to existing program, including capacity analysis / pricing / transition / billing etc. Show less

Operational Manager, IT help desk support

• Nov 2009 - Nov 2011

*Focus on SLA, will be responsibility for manage team’s operation every day. According as actual situation, restructure team and operation rule, keep well communication with client, understand requirement of client correctly, coordinate with function departments as HR, IT, BC, QC. *Will be responsibility for new business’s transition. Discuss with client and crease transition plan, scheduling, and review with client regular. Manage and lead interview, TR plan’s creation, OJT. * Manage and lead team’s QC. Lead to improve customer satisfaction and process. Lead YB & GB project. *Review business result with audit department regular. *Manage performance. Create appraisal criterion, ensure appraisal will be fair and reasonable. Review the result with agent once a month, and inspire, reward agents who got a high score. Give feedback and advice to low performance agents, and help them to improve. *Provide chance to develop agents’ career, Care their IDP. And plan training for them. *Team Building regular. * Various reporting etc….. Show less

Techinical Support Supervisor

• Apr 2007 - Oct 2009

Team deliver remote after service on technical support to Japan @Dalian in-house office to provide hardware repair support to business/public client. - Be responsibility for a 43 agents' team to provide hardware support to Japan customer - Manage overall performance of 3 sub teams and 1 support team - Manage agent individual performance - Support to leverage between on-house and vender company to deliver good support on onsite engineer support to end user Team deliver remote after service on technical support to Japan @Dalian in-house office to provide hardware repair support to business/public client. - Be responsibility for a 43 agents' team to provide hardware support to Japan customer - Manage overall performance of 3 sub teams and 1 support team - Manage agent individual performance - Support to leverage between on-house and vender company to deliver good support on onsite engineer support to end user

Sales Team Leader

• Jan 2004 - Mar 2007

The team provide remote phone sales support to Japan @Dalian in-house office. - Be responsibility for a remote phone sales team with around 20 agents - Manage team's sales margin/revenue etc.. - Manage team's performance - Deliver people management - Handled escalated complain cases The team provide remote phone sales support to Japan @Dalian in-house office. - Be responsibility for a remote phone sales team with around 20 agents - Manage team's sales margin/revenue etc.. - Manage team's performance - Deliver people management - Handled escalated complain cases

Training Coordinator

• Jan 2002 - Nov 2003