Eason Yang

Experience

• 

  China Construction Bank

  Aug 2006 - Dec 2009

  Customer Service Supervisor

  • Lead a team of 10-15 CSR handling credit card enquire• Daily team KPI performance management• Maintain as one of the top performing teams month over month • Develop high potential employees into next wave of leaders

• 

  Best Buy

  Jan 2010 - Apr 2011

  Operation Supervisor

  • Managed the Cashier, Customer Service and Admin Team• Interview candidates before Suzhou shop launched• Interim Trainer to deliver company process and knowledge• Handle customers’ complaint, and provide sound resolutions• Responsible to maintain sales pace and discount, increase conversion rate to reach sales targets• Deliver product knowledge and provide support to associates

• 

  Stream Global Services

  Apr 2011 - Jul 2013

  Team Manager

  Stream Global Service 9/2012 - 7/2013 Team Manager, Service Delivery – Microsoft Surface• Lead a 60 consultants with Technical Support background • Launch a new program• Interview candidates to start the program• Train new hires’ soft skill and technical knowledge• Daily team management to meet assigned goals• Ensure team engagement through recognition and rewardStream Global Service 10/2011 - 8/2012 Team Manager, Service Delivery – HTC• Ensure all deliverable and KPI are met• Consistently reaching CSAT scores month over month • Perform KPI data analysis and create adequate coaching plans to drive result• Develop Consultant’s career to Senior Consultant • Ensure team engagement through recognition and reward Show less

• 

  Sutherland Global Services

  Jul 2013 - Mar 2016

  Account Manager

  • Lead and Manage 7 Team Managers and 6 Senior Consultants• Launch Chat Team and achieve target KPI goal in 5 weeks• Build up chat team and create chat process flow • Interview candidates• Deliver coaching to Team Managers and Senior Consultants • Hold activities to encourage and recognize team• Maintain daily communication with client • Cost control and accountable for revenue

• 

  800 TeleServices (Shanghai) Information Service Co., Ltd.

  Mar 2016 - Jun 2017

  Operation Manager

  .Lead and Manage 1 Assistant Manager and 2 Supervisor with 150 agents.Improve online efficiency from 30% to 70% in 3 months , save 100 + headcount cost..Cost control and accountable for revenue .Deliver leadership training to management team.Deliver coaching to Supervisors and Team Leaders.Optimize procedure.Overall see the program including operation ,training and quality .Hold activities to encourage and recognize team.Maintain daily communication with client Show less

• 

  VXI Global Holdings

  Jun 2017 - Feb 2020

  Account Manager

  • Manage 5 accounts including Banking ，Telecom and high tech industry.• Business development

• 

  Concentrix

  Feb 2020 - Jul 2024

  Senior Account Manager

  BD， Senior Sales and Account Manager for BPO industry.

• 

  链帮出海 BrandLink

  Aug 2024 - now

  Sales Director and Head of East China

  https://lianbangchuhai.com/BPO sales director, focus on China brands going Global!