诚信专业坚持感恩.doc

时间就是金钱，效率就是生命！
Candidate Presentation Report

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PERSONAL DATA
Name: **** Zhang
Date of Birth:
Nationality: China
Place of Birth: Fujian
Residence city: Xiamen
Language(s): English
Marriage Status: Married

EDUCATIONAL DATA:

1995 – 1999 ****** University
Major:
Degree: Bachelor

EXPERIENCE:

2007/05 – Present ****** Teleservice Beijing
l 2007/05 – Present Operation Manager

Responsibility:
v Technical: Ensure successful implementation of new tools and applications across the Centre, in line with Customer Support Service strategies. Ensure correct processes followed in use of tools and applications within the Centre. Utilize administration tools as required to allow effective management of Customer Support Service staff across the centre.
v Customer: Ensure successful management of client relationships with both internal and external customers. Develop and maintain excellence in customer care within the Centre. Act as an escalation point for major Customer Support Service issues within the Centre.
v Business: Ensure the Centre achieves SLA and KPI targets. Ensure the Centre adheres to company global business processes. Ensure the Centre meets all its commitments in support of new business. Ensure the Centre adheres to all Health and Safety, Quality and Security procedures, and all operational standards and working practices.
v Financial: Take responsibility for budgetary management within the Centre. Authorization for Centre expenditure, subject to pre-defined limits. Ensure all Centre staff to comply with required administrative processes.

2002/08 – 2007/04 ***** Company Xiamen
l 2006/09 – 2007/04 Customer Care Workforce Manager

Responsibility:
v Quarter capacity planning and accurately forecast customer volume via various channels hourly, daily, and weekly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns. Create and maintain a model to predict headcount requirements based on customer trend.
v Managing the day: call volume forecasting, staff scheduling, real-time staffing/queue adjustments.
v As hiring manger and make capacity plan for whole dept.
v Check up bench mark and establish metric of performance
v Pass Dell Green Belt BPI (business process improvement) training.
v Project manager of customer care outsource. To build up an out source vendor call center. Design call center type, Define performance control way. Check up security and select right platform with IT. Write SOW and sign contract with vendor.

唯有惜时才能成功，唯有努力方可成就！