Tongyu (Eleanor) Chen

. Service Process Optimization: Faced by high volume of external compliant on key social media and DSAT on scenarios in payment and promotion, I initiated root cause analysis across the full customer journey and successfully, pinpointing core bottlenecks including Bot interaction and service flow limits. By cross-functional collaboration together with tech/sop team to deliver targeted process iterations and system upgrades, I achieved 20% drop in scenario-specific external complaints and 3% DSAT reduction, enhancing service quality stability and experience consistency. . Team Management：Led foreign BPO chat team to achieve an 88%+ QC pass rate and 80%+ CSAT score, by implementing weekly service calibrations and targeted training sessions. Leveraged weekly performance data to identify core improvement areas (soft skills gaps & knowledge deficiencies), then collaborated closely with BPO management to develop tailored training collateral (memos & mind maps). Facilitated cross-team alignment through clear communication, ensuring unified service standards across all team members

B2B/B2C Service Process Enhancement: In view of handling difficulty regarding SLA and compensation for B2B/B2C guests, I am responsible for whole process of SOP improvement training, including data analysis, training course development, online/offline training implementation, and post-training follow-up, contributing to SLA +30% and quarterly compensation decreased by 15% on average. B2B/B2C Dispute Resolution: With 300+ B2B/B2C partners support experiences, I quickly managed customers’ expectations according to current processing situation and provided flexible resolution and rationale SLA based on the stakeholders’ progress and case complexity. The daily conversion rate reached 60%+ (ranked first in the team), and the DSAT rate remained below 1%

￭ Maintained 90%+ retention rate (13/15 per class) and 30% average increase in school test results by utilizing adaptive teaching techniques from featured teaching materials and plans, flexible in-class teaching practices to personalized after-class feedback for students in different ages and language proficiency ￭ Realized 70%+ new admission rate (7/10 per class) by supporting marketing team to have events on special festivals from brainstorming ideas, leading end-to-end activities and advising parents for perspective students' study ￭ Increased post-pandemic attendance rate to top 5 citywide (30+ schools) by organizing and publishing safeguarding and post-pandemic training among the whole team through info-sessions to achieve better understandings about interacting with customers and working under pandemic; increased product sales by 15% (150/1000 students) by leading and conducting school-wide product training from preparation, practices to after-training assessments to enriched staff product knowledge

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Management Training Program