Experience

Cango Inc.

• China
• Financial Services
• 1 - 100 Employee

• Head Of Customer Service

  • Dec 2020 - Present

  Lead and manage call center and customer complaint team to control the overall service and compensation standard, optimize the existing processes and systems, excavate the missing important data in original workflow, and dig out important data missing from the original workflow to provide favorable data support for human resource allocation, employee performance, and service level evaluation. Take lead of the AI Project, set up chat service system and self-service function in order to achieve the goal of improving the efficiency of CS team by reducing the inbound calls&chats. Develop and improve the existing training material and training process, Standardize the training plan and on-floor assessment. Designing and promoting the deployment of the knowledge base, to reduce the workload of agents. People management, identify problems and propose improvement plans in a timely manner.- During Q1 2021, service level is over 90% and CSAT reaches 97%+- Lauched chat service in Jan 2021 and textbot in Feb, the independent reception rate of the robot reached 80% which helps to improve the effectiveness of manual work.- Promoted the launch the tickt system amongst different departement to make customer complaints data quantifiable, so that the data can be quantified and evaluated.



AXA Partners

• France
• Insurance
• 700 & Above Employee

• Operation Supervisor

  • Jul 2020 - Nov 2020

  Lead the Porsche Team, make sure Porsche project go live smoothly on time. After the project was successfully launched, closely monitor KPI performance and cost control. Optimize the procedure, monitor labor cost and adjust agents’ roaster. Cooperate closely with Network team, Sales team, IT & QC team to solve the problems we noticed asap. Also communicate with Porsche China, understand their needs and design RTM procedure according to their requests, test the new RTM system and deliver training to agents.At the same time, take part in new project bidding, work closely with sales team to write our bid documents related to CCC department.- 10s SLA of Porsche Team is 93% during the first 3 months, CSAT 97%, NPS 85%- Reduced abusing rate from 12% to 7.6% by procedure control- Valid compliant cases reported to Porsche China during the first 3 months is below 0.1%.



Agoda

• Singapore
• Software Development
• 700 & Above Employee

• Team Manager

  • Jun 2017 - May 2020

  Responsible for the leadership of a team of customer service frontline agents, enabling them to be successful and delivering against the prescribed KPIs. Enable the team by providing coaching and feedback, building strong professional relationships, maintaining a regular flow of communication, and providing encouragement, support, and development. Also contributes to the overall site performance and culture, collaborating with peers and broader colleagues to ensure the site delivers to the company and CEG objectives.• 50% of the team members were rated A level (top 25%) in 2019 year end review.• 2 team members were transfered to AST & QA team in 2018. 1 was promoted to Team Manager, 2 were promoted to be Team Captain in 2019. • Successful launched specific CN B2B procedure after reviewing current global procedure and collecting feedback from all CN B2B partners.• Improved procedures for problem bookings with connectivity issue, by leading MRB dedicated team with my proposed procedure, response time reduced from 24hr to 1-2hrs while overall CSAT increased 5%. With these data, global procedure was finally changed.

• Customer Support Specialist

  • Nov 2015 - Jun 2017

  Ensure the team is well supported to perform their day to day activities, including: ▪ ensuring appropriate real-time support is available ▪ taking and managing escalated customer issues▪ providing approvals as part of business process (e.g. absorption)• Top performer of the team in both 2015 and 2016 year end review.• Help 15 agents on floor successfully during their first month as a buddy in 2016.



Aquaspace

• Senior Customer Relationship Officer

  • Jul 2012 - Nov 2015

  CRO officers were responsible for preparation of an apartment after it was successfully rented, make sure the apartment is well organized according to customer’s request on time. Provide after sales service after check in, help tenants to solve apartment problems in a timely manner. CRO officers were responsible for preparation of an apartment after it was successfully rented, make sure the apartment is well organized according to customer’s request on time. Provide after sales service after check in, help tenants to solve apartment problems in a timely manner.