前提说明，使用翻译器+自己修改而成
Working Hours: 2008/05----- now
Company: Yum Brands China Division
Job Title: Call Center Supervisor (80-100 person team)
Responsibilities and Achievements:
1.2010 in July has functions: QA SV call center quality control and operational team management
a) enhance the TL, Sr., Agent operational level, the formulation of goals, and make performance evaluation and counseling, effective to achieve goals;
b) CSC daily quality control on the platform access the present good quality information and regular communication with the team, counseling;
c) three call centers regularly with director of communication and quality control to ensure uniform standards;
d) responsible for the optimization of the internal implementation process, the relevant market sector can refer to suggestions made to enhance the overall efficiency and customer satisfaction;
e) operating team management: daily on-site control to ensure that service levels and achieve customer satisfaction, process management group to upgrade complaints.
f) the recruitment of team members, track the status of the team training
In April -2010 2.2009 in July functions: Single & Config SV change management and operational team second-tier management team
a) Upgrading through the second team of personnel to deal with problem analysis, CSC staff and the implementation of the current dimensions of the process, make timely feedback;
b) optimizing the content of second-tier team, write "to a single man" to improve staff productivity, quickly answer the phone the restaurant and promptly solve the problem, to ensure internal customer satisfaction;
c) report regularly through the second system data mining as a whole staff of process standards and implementation issues, the feasibility of proposals for process changes to the company to provide CE departments
3. May 2008 -2009 on March functions: Admin SV executive team management and operation of the team management
a) responsible for the Beijing call center supplier relationships;
b) reasonable arrangements for various meetings and do a good job of planning and allocation of office resources;
c) Report of the Commissioner & Chief Commissioner of CSC's performance evaluation, counseling staff on the administrative team, effectively achieve their goals;
d) make other temporary work to help
Working Hours: 2003/11-----2008/05
Company: Lenovo (Beijing) Co., Ltd.
Job Title: Consulting Manager (about 40 teams)
Responsibilities and Achievements:
1.2005 in November to May 2008 Position: Advisory director
a) employees responsible for customer care platform for quality control of the way through the mail and interview feedback to staff;
b) the team responsible for group activities, enhance staff morale, enhance team cohesion;
c) the consultation process dealing with the daily problems encountered unexpected problems and staff upgrading;
d) responsible for the port and consulting on-site monitoring of the industry to achieve COPC certification standards;
e) Consulting regularly comb optimize processes, improve end user satisfaction.
2.2003 in November to November 2005 Position: Consultant → Services → Senior Advisory model
Lenovo is the first I stepped into the threshold of society, where a student from achieving the dream of society. At the same time, Lenovo is not the ceiling of a stage, as we enter the company's first 2 years, starting from the grass-roots workers to seize every opportunity, continuous learning management philosophy. Has been certified as a senior consultant and senior consultant, internal promotion platform, adopted after the successful transition to a management staff. On-site monitoring of the port let me know what is the level of service, staff utilization, etc. What is the site index. Also with a strong on-site support and a solid employee base, has been awarded "Award for outstanding support."
Message: sense, a hard a harvest
Self-evaluation:
8 years experience in call center, nearly 5 years of team management experience, especially 500 Callcenter management experience;
has a strong vocational training, with strong communication skills and problem solving skills;
serious efforts to do things, practical and sincere, good at problem-solving research problems, new things have keen insight, strong communication skills, learning ability, comprehension;
on staff motivation and staff retention has accumulated more experience, strong organizational skills and coordination, good planning activities.
Working hours: 2008/05 - now
Company name: yum brands, Chinese department
Job title: call center director (80-100 people team)
Job responsibilities and performance:
1.2010 in July to function: QA SV call center quality control and operation team management
A) ascension TL, Sr. J, Agent business level and develop a work target, and completes the performance evaluation and counselling, effectively to achieve your goals,
B) through the CSC daily quality monitoring gain at present the whole platform quality information and regularly do well with each team communication counselling;
C) regularly with three call center quality-control competent communication, ensure standards implementation unification,
D) responsible for optimizing internal executive process and to put forward relevant market department reference Suggestions ascension whole efficiency and customer satisfaction,
E) operations team management: daily on-site control to ensure service level and customer satisfaction to reach, processing management group upgrade complaints.
F) recruiting team members, track team training situation
2.2009 in April - 2010 July functions: change single & Config SV second-line team management and operations team management
A) through the second team personnel handling upgrade problem analysis, CSC employees currently process and executive level problem, completes the feedback timely,
B) optimization second-line team working content and writing "change single manual" improve employee productivity and rapid answer restaurant phone and timely solve problems, ensure internal customer satisfaction,
C) regular through two-wire system data report mining overall staff process standards problems and execution of process modification problem, provide the feasible advice to company CE department
3. May 2008-2009 March functions: Admin SV administrative team management and operations team management
A) responsible for Beijing call center supplier relations maintenance;
B) reasonable arrangement of various meetings and ready for the office resource planning and allocation,
C) for CSC statements commissioner & administrative commissioner of performance evaluation, the administrative team coaching, effectively to achieve your goals,
D) support to do other temporary work
Working hours: 2003/11-2008 2004/05
Company name: association (Beijing) Co., LTD
Job title: consulting supervisor (40 people team)
Job responsibilities and performance:
1.2005 in November to May 2008 position: consulting supervisor
A) responsible for customer care platform staff quality control, the way through the mail and interview reports to employees;
B) responsible for intraclass team activities, raise staff overall morale, enhancing team cohesion;
C) processing daily consultation emergent problems encountered in the process of staff and upgrading,
D) responsible for port and consultation spot surveillance, reach the standard authentication COPC industry,
E) regular consultation process, enhancing comb optimization terminal user satisfaction.
2.2003 in November to November 2005 duties: consultant - service pacesetter - experienced consultant
Lenovo is I enter the society's first threshold, here realizes from a student to social people's dream. Meanwhile, lenovo is one without the ceiling of the stage, following the company in the first two years, starting from the grassroots employees, seize every opportunity, and continuously learn management concept. He has been certified as a senior consulting and senior consulting, through internal promotion platform after success into a management personnel. For field of port monitor allows me to understand what is the service level, what is the employee utilization, site indicators. Also depend on site strong support and solid employee base, is evaluated many times "excellence support" award.
Remarks: steadfastly, a hard a harvest
Self assessment:
nearly eight years in the call center experience, nearly five years team management experience, especially 500 Callcenter management experience;
has a strong professional accomplishment, strong communication skill and ability to solve processing problem,
earnest effort, honest, good at studying the problem solving problems, the new things have the keen insight, have strong communication skills, ability to learn, understanding ability,
for employee motivation and staff accumulate more experiences to retain aspect, has the very strong organization ability and the coordinated ability, good at planning activities.
还好我过了8级。呵呵
Working hours: 2008/05 - now
Company name: yum brands, Chinese department
Job title: call center director (80-100 people team)
Job responsibilities and performance:
1.2010 in July to function: QA SV call center quality control and operation team management
A) ascension TL, Sr. J, Agent business level and develop a work target, and completes the performance evaluation and counselling, effectively to achieve your goals,
B) through the CSC daily quality monitoring gain at present the whole platform quality information and regularly do well with each team communication counselling;
C) regularly with three call center quality-control competent communication, ensure standards implementation unification,
D) responsible for optimizing internal executive process and to put forward relevant market department reference Suggestions ascension whole efficiency and customer satisfaction,
E) operations team management: daily on-site control to ensure service level and customer satisfaction to reach, processing management group upgrade complaints.
F) recruiting team members, track team training situation
2.2009 in April - 2010 July functions: change single & Config SV second-line team management and operations team management
A) through the second team personnel handling upgrade problem analysis, CSC employees currently process and executive level problem, completes the feedback timely,
B) optimization second-line team working content and writing "change single manual" improve employee productivity and rapid answer restaurant phone and timely solve problems, ensure internal customer satisfaction,
C) regular through two-wire system data report mining overall staff process standards problems and execution of process modification problem, provide the feasible advice to company CE department
3. May 2008-2009 March functions: Admin SV administrative team management and operations team management
A) responsible for Beijing call center supplier relations maintenance;
B) reasonable arrangement of various meetings and ready for the office resource planning and allocation,
C) for CSC statements commissioner & administrative commissioner of performance evaluation, the administrative team coaching, effectively to achieve your goals,
D) support to do other temporary work
Working hours: 2003/11-2008 2004/05
Company name: association (Beijing) Co., LTD
Job title: consulting supervisor (40 people team)
Job responsibilities and performance:
1.2005 in November to May 2008 position: consulting supervisor
A) responsible for customer care platform staff quality control, the way through the mail and interview reports to employees;
B) responsible for intraclass team activities, raise staff overall morale, enhancing team cohesion;
C) processing daily consultation emergent problems encountered in the process of staff and upgrading,
D) responsible for port and consultation spot surveillance, reach the standard authentication COPC industry,
E) regular consultation process, enhancing comb optimization terminal user satisfaction
2.2003 in November to November 2005 Position: Consultant → Services → Senior Advisory model
Lenovo is the first I stepped into the threshold of society, where a student from achieving the dream of society. At the same time, Lenovo is not the ceiling of a stage, as we enter the company's first 2 years, starting from the grass-roots workers to seize every opportunity, continuous learning management philosophy. Has been certified as a senior consultant and senior consultant, internal promotion platform, adopted after the successful transition to a management staff. On-site monitoring of the port let me know what is the level of service, staff utilization, etc. What is the site index. Also with a strong on-site support and a solid employee base, has been awarded "Award for outstanding support."
Message: sense, a hard a harvest
Self-evaluation:
8 years experience in call center, nearly 5 years of team management experience, especially 500 Callcenter management experience;
has a strong vocational training, with strong communication skills and problem solving skills;
serious efforts to do things, practical and sincere, good at problem-solving research problems, new things have keen insight, strong communication skills, learning ability, comprehension;
on staff motivation and staff retention has accumulated more experience, strong organizational skills and coordination, good planning activities.
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