Roy Ren

Experience

• 

  Monster

  Oct 2006 - Jun 2011

  Sales Operation Adminstration Manager

  Data analysis, Telesales operations and Customer management

• 

  Convergys

  Oct 2012 - Oct 2016

  1 Set up working process to ensure to comply with MS and Apple client and company policies and procedures to provide technical support and customer service to end users.2 Observed potential risk for MS Surface and Apple program, then led operation and quality team to analyze to get improvement.3 Provided weekly and monthly business review report to MS and Apple client， took actions for failed KPIs and tracked appropriate data and result.4 Secured and maintained Finance P&L for Surface, e.g Rev, Cost, GM%5 Created and maintained mutual trust relationship with clients, feedback operations issues to get them solved through client support, and provide creative idea to client to drive better customer experience. 6 Proactively defined personnel issue in a professional and timely manner and then resolved it by coordinating with other functional supporting team.7 Motivated Surface leadership team and provided feedback and coaching to help development.8 Adapted to client change and led team to support change effectively. Show less 1 In charge of Surface program for operation. Ensures technical support service delivered to Surface customers meets needs and contractual obligations of our clients through the management of operational activity of the team.2 Identified performance related issues and develop an action plan for operation improvement. Have taken more formal actions when goals not achieved.3 Implemented systems and processes to achieve client-specified metrics while providing development opportunities to Surface program agents.4 Proactive to manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice.5 Coaching with TMs and agents to ensure goals are developed for their personal and professional growth and development.6 Maintained open communication with all team members. And act as a resource for answering questions, resolving product and policy questions. Show less

  • Operations Manager

    Mar 2014 - Oct 2016

  • Senior Team Manager

    Oct 2012 - Mar 2014
• 

  IKEA China 宜家中国

  Oct 2016 - Apr 2019

  Operations Manager of IKEA China Customer Support Center

  1 Created operations strategy for IKEA China CSC (customer support center) and led team to build operations foundation (operating model, setting up KPI, etc), then continued to optimize working method and process to drive easy and convenient customer experience to make IKEA customer feel effortless.2 Led WFM team to work on staffing and scheduling to meet 85% of service level goal, also, created staffing meeting mechanism on the weekly basis to review staffing forecast accuracy and operations team actual performance to drive efficient operation by enhancing productivity (AHT, OB%, Shrinkage%, etc) and co-worker competence within limited investment budget, also, drive CSC cost down as well.3 Acted project manager for chatbot & IM tool tender and implementation on IKEA Family wechat service account to create accessibility and self-serve option, meanwhile, release co-worker to focus on more valuable interaction with customer.4 Worked with internal quality team to identify service potential area and review customer feedback to drive improvement.5 Person of contact with global CSC and country implementation responsible for global one solution project, including Verint WFM tool and Genesys communication platform. Worked with global implementation team on kick-off to have mindset change and awareness, workshop to identify gaps and preparation, schedule to avoid conflict and secure implementation by due date, resources to coordinate to secure deliverables, etc).6 Worked with physical store and service business fulfillment team to create communication and feedback channel, define service level agreement (who does what), also provide to make change happen.7 Acted as CSC implementation leader for ecommerce business roll out in China and coordinated different functions well within CSC to get readiness checklist ready for IKEA multichannel transformation.8 Lead by example to act based on IKEA C&V, motivate and develop team, also keep enhancing leadership by practice. Show less

• 

  WSAudiology

  Apr 2019 - now

  • Customer Service Director

    Jan 2022 - now

  • Head Of Customer Service

    Apr 2019 - Dec 2021