Hengyue Hou
E-Channel Senior Product Manager at China Telecom Corporation Limited Guangdong Branch- Claim this Profile
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English Professional working proficiency
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Cantonese Native or bilingual proficiency
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Mandarin Native or bilingual proficiency
Topline Score
Bio
Credentials
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TEM8
-Apr, 2009- Sep, 2024
Experience
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China Telecom Corporation Limited Guangdong Branch
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Software Development
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1 - 100 Employee
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E-Channel Senior Product Manager
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Apr 2018 - Present
- Supervised e-channel customer retention. Business volume reached 1.7 million in 2018, ranked 1st in the corporate.- Organized the Double 11 sales campaign on tmall.com, with the retention business revenue of ¥13 million, ROI of 1200%.- Proposed a multi-tiered differentiation retention strategy via big data analytics, and doubled the mobile deposits within three months.
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E-Channel Product Manager
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Mar 2013 - Mar 2018
- Designed the mobile real-name registration system as the industry's first to adopt AI face recognition technology via mobile app and official Wechat account.- Constructed a telemarketing system to support online sales. Launched in 21 cities.- Managed a telesales team of 40 staffs, annual sales revenue exceeded ¥2.8 million.- Organized the online broadcasting of 2017 E-surfing Smart Ecosystem Expo, received 1 million views.
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Customer Service Product Manager
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Mar 2013 - Jul 2015
- Initiated the Artificial Voice Intelligence System in telecom customer service, reducing cost by ¥6 million per year. - Optimized 20+ IVR system functions per year. IVR service rate reached 78% and overall satisfaction rate 95%. - Initiated the Artificial Voice Intelligence System in telecom customer service, reducing cost by ¥6 million per year. - Optimized 20+ IVR system functions per year. IVR service rate reached 78% and overall satisfaction rate 95%.
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Project Manager
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Mar 2011 - Feb 2013
- Built and led a team of 32 representatives, offering multilingual customer service to 8 cities.- Led the operation team of Guangdong Telecom Weibo official account. Followers increased 0.7 million in 4 months.
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System Support Specialist
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Jul 2009 - Oct 2012
- Certified HUAWEI IP Call Center System senior engineer. - General support of four business systems, including requirements analysis, upgrade testing and maintenance etc.
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Intern
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Feb 2009 - Mar 2009
Assisted in the drafting and translation of US/Philippine/Brazil-China Merchandise and Services Trade Reconciliation Report Assisted in the drafting and translation of US/Philippine/Brazil-China Merchandise and Services Trade Reconciliation Report
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EF English First
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Switzerland
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Education Administration Programs
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700 & Above Employee
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Intern
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Sep 2008 - Dec 2008
Assistant to the Director of Government Relations Assistant to the Director of Government Relations
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Education
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2019 - 2019
MIT Sloan School of Management
Sloan Visting Fellow, 2019 -
2015 - 2018
Sun Yat-sen University - Lingnan (University) College
Master of Business Administration - MBA, Business Administration and Management, General -
2005 - 2009
University of International Relations
Bachelor's degree, International Economics
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