Experience

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  Hotai motor co., ltd.

  Jan 2003 - Jan 2007

  Customer relationship management specialist

  Dealer Network ManagementKaizen Marothon / Continuous Improvement ActivitiesCustomer Relationship ManagementCustomer Satisfaction Survey Mystery Shopper InvestigationFocus Group DiscussionVehicle Quality SurveyService Operation ImprovementSales Operation ImprovementTraining

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  Commerce development research institute

  Jan 2009 - Jan 2011

  Project manager and researcher

  Projects Management for Tourism BureauTalents Development Programme with Disney Institute in the USTalents Development Porgramme with Le Cordon Bleu in AustraliaIndustry Development AnalysisCase Study Writing

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  Taikoo motors group

  Jan 2012 - Jun 2017

  Aftersales manager - training and projects

  Customer Satisfaction Indexes AnalysisCustomer Relationship Retention and Management ProgrammeVolkswagen Certified Service Non-Technical TrainerAftersales Service Performance AnalysisService Operation Procedure ImprovementDealer Management System IntegrationTalents DevelopmentProject ManagementNetwork Planning

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  Volkswagen group taiwan co. ltd.

  Jun 2017 - Mar 2018

  Lcv service marketing & field force manager

  Service performance analysisAfter sales marketingDealer performance and incentive managementDealer Management System improvement Parts and accessories pricing and sales

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  Volvo cars

  Apr 2018 - Sept 2018

  Customer service field manager

  Customer Experience MonitoringCustomer satisfaction index Customer complaints handlingPersonalised Ownership ProgrammeService marketingDealer KPI and SOP management

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  Audi volkswagen taiwan

  Aug 2020 - Oct 2021

  Vwpc accessory manager

  Accessories and lifestyle products sales planning, ordering and logistics.E-commerce platform improvement.Seasonal campaigns and sale promotion.

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  喜利得集團

  Jan 2022 - Nov 2022

  After market services manager

  Service standards and service strategies implementation.Company business direction development.Tool service KPIs, processes and financial productivity monitoring.Service intervention and customer complaints handling.Talents and successor acquiring and coaching.Spare parts and logistics management.Stakeholders management.

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  Gaius automotive inc.

  May 2023 - now

  Aftersales senior manager

  Parts pricing strategies development.Warranty policies establishment.Service operation procedures set up.Dealer management system integration.Talents recruitment.