Experience

China Gas Holdings Ltd

• Hong Kong
• Oil and Gas
• 1 - 100 Employee

• Operation director of contact center

  • Jul 2022 - Present



AVATR

• Germany
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Head of customer service operations

  • Dec 2021 - Jul 2022



Tuhu.cn

• China
• Automotive
• 1 - 100 Employee

• Head of Service Operation Center

  • Mar 2021 - Dec 2021



Home Credit China

• China
• Financial Services
• 400 - 500 Employee

• Senior Manager of System & Process Optimization

  • Jan 2018 - Feb 2021

  Internal transfer Internal transfer



Orange

• France
• Telecommunications
• 700 & Above Employee

• Senior Manager of Customer Service

  • Feb 2013 - Jan 2018



Alipay

• China
• Technology, Information and Internet
• 700 & Above Employee

• Contact Center Architect

  • Apr 2012 - Feb 2013

  Job description: 1. Maintain Alipay’s contact center system products from different providers including Avaya/Aspect/Genesys/Verint/Nice/Live800/Inforbird etc. 2. Maintain Alipay’s own business system products including CRM system/Text chatting interaction system/Chat robot/knowledge base etc. 3. Overall understand Contact Center development trend, leading business & technical development directions. Planning Aplipay’s future contact center development. 4. Fully understand business operation, efficiently collecting business requirements via business data analysis/ business survey methods. Then transforming the business requirements into system requirements and functions. Cooperating with product manager / developer / tester / operation team to make goal succeed. 5. Acting as project manager role, cooperating with different roles to start projects and push projects forward. 6. Making and controlling budgets. 7. Inviting bids and purchasing. Evaluating provider’s products in business and technical views. 8. System planning team’s recruiting/coaching/performance reviewing. 9. Team building and managing. Show less



Aspect Software

• United States
• Software Development
• 500 - 600 Employee

• Manager of Technical Support

  • Aug 2008 - Apr 2012

  Job description: 1. Provided APAC region with top level technical support for Aspect Unified IP Communication Systems. 2. Manage support / service delivery team; provide with regular technical and soft skill trainings. 3. Cooperate with global develop / engineering / QA teams to meet customer requirements. 4. Cooperate with global support team to ensure issues will be resolved as soon as possible. 5. Take part in whole project process, including design / installation / upgrade / acceptance / after sales service. 6. Visit customer site, get good understanding of Aspect product operations and customer new requests. Communicate with customer efficiently via regular meetings. 7. Visit customer sites every 2 months, get to know the production performance and if any new requirements from customer. 8. Evaluate local support team’s skillset, find the gap and improve it by on job training or classroom training. 9. Evaluate support team’s weekly KPI report, improve the process if any shortages. 10. Responsible for recruiting, evaluate candidates’ technical skill / soft skill / language skills. 11. Communicate with high execute team to expand local support team / service delivery team’s normal working scope, hence getting more orders from market. Show less



Avaya

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Level 2 technical support engineer

  • May 2007 - Sep 2008



Nokia

• Finland
• Telecommunications
• 700 & Above Employee

• Level 2 technical support engineer

  • Mar 2004 - May 2007