Alex Hoerenz

Experience

• 

  Ernst & Young

  Sept 2002 - Jan 2003

  Accounting Intern

  Recoded transactions from source documentsCompiled trial balances and financial statementsParticipated in bookkeeping for several large investment holding companies Developed multiple Caseware and Quicken files for new clients

• 

  Wall Street English

  Mar 2008 - Nov 2020

  As the Regional Director for South China, I am a member of the Senior Management Team working together with the CEO and other department heads in ensuring the company’s core objectives are achieved for business growth and sustainability. I build our service culture and drive operational strategies to ensure the delivery of service excellence and learning outcomes of customers. Responsible for the operation of 21 centers in South China and delivery of results for customer engagement, retention and internal sales performance. ~ Led department of 280+ multicultural team-members and work directly with 2 Area Service Operations Directors, 21 Service Managers, 26 Supervisors and 6 trainers in achieving service and sales KPIs. ~Improved new customer satisfaction to 62% NPS by thoroughly understanding customer feedback, following up timely and forming touch-points to continuously collect feedback. ~ Increased employee satisfaction to 91% through open channels of communication and ensuring staff have a clear understanding of how their contributions are being valued. ~ Grew our client base in Southern China to 15,000+ deluxe clients and 2,300+ VIP clients in our 20 South centers via healthy internal sales and actions to maximize client retention. ~ Achieved Service KPIs with overall customer engagement reaching 103% and new customer retention finishing at 118% of target, positioning South China as a top performing region. ~ Contributed to the cross-team effort of generating 115% of the internal gross sales target from referrals/renewals and upgrades, which generated $40 million gross regional sales. ~ Optimized social media to generate positive PR for every South center via consistent month after month full 5 star ratings on DaZhong DianPing (Chinese Yelp), opening a new sales lead channel.~ Orchestrated approaches to lead through uncertainty and multiple structural changes as well as devise and pilot programs associated with strategic changes. Show less As the Area Service Operations Director of Guangzhou/Foshan, I'm responsible for the success and satisfaction of my city’s clients and employees. In more detail this expands to:~ Led, motivated and developed a dynamic multicultural team of 1 District Manager, 11 Center Managers, 12 Supervisors and 3 Trainers to provide service to 7,000+ enrolled clients. ~ Formulated and executed area-wide strategies that yielded a 90% active account ratio among new customers during their first 3 months of joining. ~ Contributed to an increase of internal revenue from $11.3 million to $14.5 million through developing more effective training for Service staff and cross-team service/sales communication, collaboration and cooperation. ~ Conducted monthly visits to 11 schools to provide guidance to center managers, engage with center staff on job satisfaction/development and interact with customers to measure satisfaction. ~ Streamlined national research and piloting throughout 2015 on multiple key company objectives aiming to improve customer experience and employee fulfillment. ~ Optimized service budgets to control expenses related to labor and materials by implementing a shared resource plan and minimizing stock counting variances to an average accuracy rate of 98%. Show less Being a Service Manager is defined as being a jack of all trades. I am responsible for the daily operation of my center, which encompasses the following:~ Managed and led a multicultural team of 17 team staff members and operated the day to day tasks of a school with 1,000+ clients enrolled. ~ Achieved center of the year 4 times and received a regional award of most improved customer service in 2012 with a year on year improvement of 30% in customer satisfaction.~ Awarded the Regional Service Director award in 2012 for work on national projects, most consistent KPI achievements in the region and providing leadership to the region. ~ Supported fellow managers with mentoring, resource sharing and hands-on support and awarded the People Choice award in both 2012 and 2013. ~ Orchestrated a turnaround of the worst performing center nationally within one year by focusing on staff training, efficacy, empowerment and pride that resulted in improved customer experience and consistent KPI achievements. ~ Trusted by senior management to assist leading city operations involving: hosting regional meetings, visiting other business units to give suggestions to improve operations, training new managers, budgeting resources around the city, giving presentations to international guests and helping to formulate city performance strategies. Show less Responsible for providing premium level classes and training new Teachers. ~ Delivered classes to a full range of students with varying levels of English and received positive feedback from students on my patient and easy to follow teaching style. ~ Developed course materials that embodied the Common European Framework and focused on stimulating the use of related target language for the intended level. ~ Applied teaching techniques of elicitation, concept checking, instruction giving, error correction, context creation and assessment/feedback. ~ Supported with observing and developing the teaching team and new Teachers while in probation. ~ Built a strong rapport with students and colleagues, followed a can do attitude to help others and dedicated to self-improvement as a Teacher. Show less

  • Regional Service Operations Director - South China

    Apr 2017 - Nov 2020

  • Area Service Operations Director (Guangzhou/Foshan)

    Apr 2014 - Mar 2017

  • Service Manager

    Jan 2011 - Mar 2014

  • Senior Foreign Trainer

    Mar 2008 - Dec 2010
• 

  Apple

  Dec 2020 - now

  Senior Manager

  As a Senior Manager in Apple Retail, I guide my leaders to deliver measurable results for my store’s various lines of business by inspiring top performance from their teams. I develop talent among my leaders through coaching and providing encouragement, while driving engagement throughout my store to deliver exceptional customer experiences and enhance Apple loyalty. Responsible for whole store operations & commercial success of a USD $75 million annual gross sales retail store.~ Leading an Apple Retail Store team of 70 Sales and Customer Support members, 5 Managers and 6 Supervisors to achieve retail store priorities. ~ Increased YoY same store sales growth by +9% between FY22 & FY23 through driving team’s engagement and following up leadership’s strategic actions.~ Improved Customer NPS to 81pts by keeping actions simplified & focused and ensuring floor leadership’s presence to provide support & coaching. ~ Furthered employee satisfaction to 90% through meaningful actions of listening & acting on employee inputs, focusing on employee growth and keeping open communication. ~ Overcame setbacks by focusing on driving what matters and collaboratively improving the store’s performance culture to improve loyalty metrics by 12% YoY. ~ Focused on coaching & developing talent among leadership members to enhance their functional skills and competency growth. Show less