Kevin Wu

1. Overseas 0-1 project construction, customer service team construction and operation (call center, email, online, data processing)

2. Customer service operation center procedure design: SOP, CRM, risk control, KPI, SLA, quality control and other indicators

3. User operation (TO B, TO C retention, repurchase, conversion), data maintenance and analysis, processing quality monitoring

4. Product selection planning and localization research, supply chain cooperation (online, offline), KOL cooperation

5. Project budget/cost review and operation

6. User experience (VOC) system establishment

1. China/Oversea customer service center project management (telephone, email, online, social media, complaints, etc.)

2. Internal and external process optimization, SLA, KPI, CRM indicator formulation, risk control assessment and plan formulation

3. Voice of customer (VOC) to a CRM model and process, optimize user experience, provide high-standard services, and refine customer management

4. Project overall planning and development planning (commodity operation, customer service, logistics, supply chain, data, sales, etc., process optimization implementation, closed-loop auditing (supply chain, operation, background system data, etc.)

5. Data precipitation and analysis work, system function and process optimization and improvement

1. China/Oversea Internet project operation (0-1 build); Project budget/cost review
2. Internal and external personnel management, cost, recruitment, delivery
3. BPO / RPO project management (China line 1 Internet company, ie: Ali, YY e-commerce, customer service), responsible for overall management of the service center, including customer service, audit, sales, quality inspection, etc. Ensure fullfil client SLA.
4. Team management, create project content, KPI, CRM process, SOP , staff cost, material allocation required for the project, etc., system, etc. project crisis, risk management, emergency plan
5. Develop new business line layout, project data analysis and statistics, and formulate development strategies

1. Responsible for the operation of the e-commerce platform, establishing department work planners, project resource cost KPL risk estimation and overall planning:

2. Improve the establishment of the company's operation system, including daily operation system, order, mail, telephone call, formulate internal and external processes, product development, conversion rate price, logistics, etc.

3. Coordinate CRM system, establish and optimize work, and participate in ERP system Development and optimization work, data analysis and sorting of various attributes, classification and definition, starting from data to analyze problems and propose solutions (such as supply chain, quality logistics, inventory customer category level, consumption intention, etc.)

4. Assist in the development of new e-commerce (ebay AliExpress, Amazon, Walmart, JetNewegg, Paypal) business development team building

5. Internal and external industry data analysis, risk and cost estimation.

1. B2B platform professional service promotion and solutions

2. Professional matching service between global buyers and local suppliers

3. Manage statistics sales team performance status, KPI and quality management, staff training

4. Manufacturer data analysis, market sales strategy customization, buyer resource analysis

5. Coordination of major trade conferences (such as: Guangzhou Fair, Hong Kong International Toy Fair, etc.)

1. Responsible for Hong Kong, China/Oversea (banking and credit card) telephone customer service, sales management, Ensure fullfil service tarket & SLA.
2. Sorted out and optimized the call center service process, monitored the staff performance and made improvement plans
3. KPI management - employee evaluation/work performance/sales performance/work efficiency report, etc.
4. Provide high-quality personal banking product sales to local and foreign customers in Hong Kong
5. Handle serious customer complaints (Business & Personal)
6. Handling external and internal incidents and case tracking;
7. Service and quality management and monitoring of the operation center, KPI statistics
8. Recruitment and new staff training;
9. Business account L/C business processing, remittance, transfer and banking business authorization

1. Telephone service inquiries, handling customer complaints;
2. Employee attendance management, performance evaluation, KPI statistics;
3. Call center quality control, crisis management;
4. According to the real-time company resources and situation, staff work and work arrangements are carried out.

Residential and company telephone peripheral products and accessories sales;

• Desktop computers and peripheral products;
• Online broadband/fixed phone service and feature sales;