Emilie Ji

Experience

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  Microsoft

  Jul 2005 - Sept 2011

  Customer Service Supervisor

  - Responsible for hotline team performance achievement, ensure service quality and KPIs are met.- Escalation contact for customer queries and complaints, make research and provide solutions.- In charge of new hire training and readiness, set up call center knowledge base.- Responsible for continuous process improvement to improve team productivity and achieve operational excellence, supervise team’s day-to-day work. - Review monthly and quarterly team performance, define rooms for improvement.- Conduct coaching to appraise agents’ skillset, deliver effective training to improve performance.- Drive a strong and positive work environment to increase job satisfaction, conduct monthly 1 on 1 talk, focus on agent development and reduce turnover rate.- Responsible for customer service center change management, ensure proper project implementation of regional policy and process changes. Show less

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  Volvo Merchandise Corporation

  Dec 2013 - Mar 2016

  Administrative and Support Manager

  - Responsible for all aspects of E-commerce operations of Volvo Merchandise China official online store.- Overall responsibility for managing and executing day to day operations of the online store, including PO arrivals, sales order processing, customer service, import & export logistics, inventory, account receivables and payables, etc. - Define product assortment and plan volume, implement local merchandising strategies to ensure both product and price are market-wise. - Optimize domestic and export online sales process to improve operational efficiency and effectiveness.- Establish import and export logistics procedures to ensure goods delivery.- Standardize customer service policy, returns & claims process, continuously improve customer service quality to achieve high customer satisfaction.- Drive business development in China, develop annual sales budget and margin target aiming to maximize sales and profitability. - Implement online marketing campaigns/promotions, strengthen brand building and respond effectively to any new request raised by clients. - Responsible for product and inventory information in online store, ERP system and WMS system, data extracting and analysis.- Direct management of warehouse inventory, physical movement and order shipment through warehouse personnel. Show less

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  Shanghai Retech Enterprise Management Group Co., Ltd

  Apr 2016 - Jul 2017

  Training Manager

  - Manage and supervise daily work of training department.- Overall responsibility for training project management including collecting customer requirements, designing training scheme, scheduling training plans, budgeting, controlling training implementation and assessing training results to ensure quality excellence, overall project delivery as well as customer satisfaction. - Setup training implementation SOP, continuously improve the implementation and administration processes.- Develop, optimize and perfect company's training curriculum system.- Drive overseas training project cooperation, import advanced training resources and promote domestically.- Update and fine tune lecturer pool, meanwhile nurture internal lecturers. - In charge of evaluating training effects and lecturer appraisal system.- Key customer relationship maintenance, expand and deepen service, explore secondary sales opportunities. Show less