7 years hands-on working experience in business planning and analysis, expense controlling, project management in retail banking, credit card, insurance areas
1. Business planning, analytics, and implementation - business strategic planning, revenue/cost analysis, standardized operating process design and system requirement define.
2. Expense / operations management and controlling, include expense management, cost reduction and processes re-engineering
3. Marketing –
● Product feature enhancement to increase penetration rate
● Marketing activities planning, include budgeting planning, marketing program design, planning and execution to achieve sales target
● Sales channel management, include goal setting, promotion campaign design, potential customers targeting to insure goal achievement
4. Inbound contact center – resource/capacity planning, quality assurance, balance scorecard design
5. Outbound contact center - operating process design and system requirement preparation, sales management planning – goal setting, incentive program design, sales recognition program design, sales result analysis, training planning, and recruitment pipeline planning
II 8 years hands-on working experience in contact center management field (over 400+ seats), include inbound and outbound call centers, and business process outsourcing operations area
1. Resource planning and financial performance tracking - business financial budget planning and tracking, contact center pricing model design, contact center operating mechanism set-up and implement (forecasting, scheduling, sales target planning), contact center performance tracking(balance score card design, sales incentive program design), contact center quality and customer satisfaction assurance
2. Business development, client relationship management and project management - business process outsourcing model propose, pricing and cost structure analysis, outsourcing implementation.