Experience

Shanghai Wicresoft

• China
• Software Development
• 1 - 100 Employee

• Site Leader

  • Mar 2022 - Present

  Job description: Responsible for the after-sales technical support service call center business of the world's leading electronic equipment technology company. Providing perfect support services to end users with excellent service quality and efficient communication through telephone and email.Project number: 200+Job Responsibilities:• Leading the team to provide perfect services to end users with excellent service quality and efficient communication efficiency by phone and email;• Communicate with the client to ensure that performance meet the client's requirements at the business level and create more value. Let the client, company, and employees to get triple-win.• Set up and optimize the project workflow to ensure the smooth progress of team work in a structured and systematic way;• Build a career development system for employees within the project to create learning opportunities and growth space for employees;• Work with Service Quality Manager to ensure steady and continuous improvement of service quality;• Work with Operations Manager to ensure service efficiently, continuous to optimize of service efficiency and keep business operation well;• Cooperate with Training Manager to qualified new employees, and have existing employees knowing well with the latest business knowledges;• Work with the Compliance Manager to ensure that all works are carried out to meet compliance requirements;• Create a comfortable and clean office environment and working atmosphere for employees at the site to enhance the work experience and increase the sense of belonging to the company;• Collaborate with internal support team (recruitment, administration, HR, IT, finance) to ensure smooth operation of the whole site;• Responsible for overall project financial metrics to achieve healthy revenues and costs;Project achievements: KPI performance ranked Top3 among all suppliers for 6 consecutive months. Show less

• Senior Operation Manager

  • Jan 2018 - Present

  Job Description: Responsible for Microsoft official e-commerce platform customer service call center project.At the same time, taking charge of the overall operation management of three business projects in Wicresoft (Kunshan). Three projects are one beauty industry customer service call center project, one beauty industry invoice audit project and an Internet platform of decoration outbound call sales business.Project size: 180+Job Responsibilities:• Responsible for all projects to meet clients requirements at the commercial and business level and create more value. In order to achieve the 3 winds of clients, the company, as well as employees;• Set clear career planning paths for employees in different roles, specify the goals and requirements to be achieved, and provide learning opportunities to help employees achieve their goals;• Coordinate resource allocation for each project to maximize resource allocation and utilization;• Analyze and evaluate P&L data to ensure the financial health of projects under management;• Create a comfortable and clean office environment and working atmosphere for employees at the site to enhance the work experience and increase the sense of belonging to the company;• Responsible for other work affairs including BD, new business development and so on;Work Achievements: Annual Outstanding Team Award of Kunshan Customer Service Call Center Project 2018 Show less

• Operation Manager

  • Feb 2015 - Present

  Job Description: Responsible for Microsoft official e-commerce platform customer service call center project.Project size: 80 Job Responsibilities:• Provide end users with functional consultation, purchase guidance, pre-sale consultation and after-sale service of full-line products through telephone, chat, incoming and outgoing calls, etc. in official online Store platform.• Discover SMB users' usage requirements, providing customized solutions and purchasing service experience in enterprise level;• Ensure sales revenue, sales conversion, and customer satisfaction, related to the call center KPI targets are achieved and improved;• Set clear career planning paths for employees in different roles, specify the goals and requirements to be achieved, and provide learning opportunities to help employees achieve their goals;• Regularly organize business and culture-related activities to improve business performance and increase staff's sense of belonging;• Hold regular meetings with client to review business achievements and make future development plans;Work Achievements: 2017 Outstanding Team Award Show less

• Operations Manager

  • Dec 2013 - Present

  Job Description: Responsible for Microsoft pre-sales consulting and after-sales support call center project in Greater ChinaProject size: 60Job Responsibilities:• Provide individual users with pre-sales consultation and after-sales support call center services by incoming and outgoing calls and email reply;• Ensure the stability and improvement of key business indicators including customer satisfaction, service quality level, call pick up rate, service level, etc.• Hold regular meetings with client to review business achievements and make future development plans;• Staff care and team building to meet the long-term and stable development of the business; Show less