Tracy Wong

Experience

• 

  马士基集团

  Aug 2005 - Apr 2007

  Operation Assistant

  Operation Assistant in South East Asia Team.

• 

  Albert Smith Signs

  Jul 2007 - Jul 2007

  Account Assistant
• 

  Wall Street English China

  Aug 2012 - now

  Report to National Business Development and Performance Department Director and National Operation Director. Performing centralized function in customer relation，student satisfaction，refund management，customer experience. Leading the South region customer support team agents to ensure call centre daily performance. Maintaining outbound communication and relationship building and Internal Communication involving customer area. Report to national customer manager and national operation director 主要负责南区(广州佛山深圳三地中心)客户关系机制建立，对外完善客户诉求处理流程和机制，对内监管统筹客诉得到妥善有效解决以及提升客户满意度，规律定期汇报向公司提供详尽客诉报告，建议和反馈。 Assistant manager function ，reporting to service manager and cooperating with operation department，providing support for service team including Foreign teachers，Study advisors，Customer service assistants and Customer service supervisor，to maintain daily performance in service and teaching quality，as well as ensuring service key performance indicators to be met. （学习顾问）为学生们保驾护航，答疑解惑.1. Teaching and Implementing WSE Method2. Managing a Student Course3. Internal Revenue and contribute to referrals and renewals 4. Regular Meetings5. Regular Reporting6. Center Image and Maintenance1. 教授学员学习方法2. 管理各阶段学员课程跟进晋级事宜3. 负责课程到期学员的课程推荐和延续工作 4. 辅导基本级别学员基础知识6. 维护培训中心设施和环境

  • Regional Customer Success Manager

    Aug 2012 - now

  • Regional Customer Success Manager

    Apr 2018 - Aug 2019

  • Regional Customer Success Manager

    Aug 2012 - Aug 2019

  • Regional Customer Ralation Manager

    Jan 2015 - Mar 2018

  • Service Team Supervisor

    Aug 2014 - Dec 2014

  • Study Advisor

    Aug 2012 - Jul 2014