Rui Lu

Experience

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  Beijing 95Teleweb Co. Ltd (Sony Ericsson Contact Center)

  Jun 2006 - May 2009

  Product Support Engineer

  Provide product technical support and training to Sony Ericsson Call Center and Service centers in Mainland China. Conducted Customer Acceptance Evaluation test for Mainland China market.

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  VanceInfo Creative Software Technology Ltd.

  Jun 2009 - May 2010

  Project Manager

  Built up and led the outsourced verification team for Nokia OVI service, delivered Nokia Map, Music, Store in website version and in mobile phone applications.

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  Sony Ericsson Mobile Communication

  Jun 2010 - May 2012

  Manage market escalations (including Top Management Complaints and Environmental Health and Safety issues) and ensure that customer issues are solved in a timely manner.Key achievement:• Success in areas on response to Call Center and handling of Japanese operators' escalations, which helped teams KPI approached stretch level in 2011.• Recipient of Sony Ericsson Star Award 2011, star for Responsive. Managed Sony Ericsson installable applications projects, deliver applications into SW on time and on quality to secure readiness of product launch.Key achievements: • Delivered key sell-point applications and games like Face Book, Asphalt6, Bruce Lee, FIFA 10 etc. for world first PSP mobile phone - Sony Xperia Play.• Set up new process in defect management system, reduced about 20% duplicated verification work among products testing in vendors.

  • Global Escalation Engineer, Market Support

    Jun 2011 - May 2012

  • Verification Project Manager, Application Development

    Jun 2010 - May 2011
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  Sony Mobile Communications

  Apr 2012 - May 2018

  Managed repair operation for mobile products in market Greater China to secure operational service delivery of contact center, repair centers, and repair factory. The responsibilities included but not limited to:Warranty cost budget management & service KPI management.Supervise, guide and manage outsourced 3rd party partners as Accenture and 50+ vendors in repair network for right competence and capability for customer support.Lead CS operations for finance accounting, claims handling, contract, inventory management, IT system development and technical support.Cooperate with R&D, Supply, Legal, Sales & Marketing, and global CS management to support product operations in East Asia.Key accomplishments:• Achieved over 20% warranty cost reduction measured in cost per return, and 3M USD revenue in FY2017 Show less Focused on product operational analysis including market feedback analysis, warranty cost forecast and analysis, and service operation performance analysis. Lead improvement projects for operational targets and quality improvements. Support marketing, Quality and CS management to identify the focal points, and information for decision. Key achievements: • Improved data accuracy for financial accounting and operation measurement. • Repair management outsourcing transformation and repair network optimization project.• Fact based strategy recommendation for executive management, e.g. restart of waterproof advertising, the change of service orientation, etc. Show less Identify critical factors (CTQ) that impact customers through analysis of Return Rate, contact center data and social media feedback. Translate Voice-Of-Customer into specific Critical-To-Customer requirements to drive company products on global level for quality, warranty cost, and user experience improvements.Utilize positive and negative WOM over the internet and then make adjustment to the PR, community and marketing message.Key achievements:• Improved global VOC reports to display specific actions needed from management of HW, SW, UX, PR Communications. Built up a dedicated verification team and validate process in Test Center that secured all major issue in social media is analyzed and actioned upon within 2 weeks.• UX innovation, e.g. my proposal for power saving and camera usage tips had been implemented into all Sony products since Android Jelly Bean SW updates. The idea of Power saving I submitted to Sony in 2014 had been officially proved by Google in 2018.• Worked out more than 40 self-support solutions to mitigate the impact before permanent solution identified.• Recipient of Sony Star Award 2014, star for Passion Show less

  • Service Delivery Manager Greater China

    May 2016 - May 2018

  • Senior Analyst

    Jun 2015 - May 2016

  • Customer Feedback Analyst, Global Quality Analysis

    Apr 2012 - May 2015
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  Syntronic - A Global Design House

  Dec 2018 - Oct 2022

  Product Development Project Manager

  Manage product design and maintenance projects delivering R&D services for Ericsson Radio and site power products. Lead design team for end-to-end product development, customer escalation resolution, production issue resolution, product quality improvement and lifecycle management.

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  爱立信

  Oct 2022 - now

  Operative Product Owner

  Remote Radio products’ SW design and maintenance.