Xinran Tian

1. Service Project Management Responsible for the establishment and optimization of Autel's European service system, driving service system upgrades, including requirement analysis, process optimization, system integration, and implementation. Organize and lead cross-departmental project meetings involving technical support, project management, and service teams, ensuring efficient resource coordination and execution. Identify potential risks and develop mitigation strategies to ensure timely and high-quality project delivery. 2. Service Process Optimization & Training Lead end-to-end service system optimization, including process streamlining, issue review, and implementation of operational platform improvements. Optimize the Ticket management process to enhance response efficiency and customer service experience. Organize internal service system training, develop standardized service documentation, and promote knowledge sharing and team capability enhancement. 3. Service Documentation Responsible for the creation and updating of after-sales documentation and other service-related materials. Design and maintain after-sales service standards, optimizing service delivery processes to ensure consistency. 4. Data Analysis & Optimization Manage the collection, analysis, and visualization of after-sales support data to support business decision-making. Participate in quarterly and annual business data analysis, developing optimization strategies to enhance customer support.

• Managed dev team consisting of Frontend, PHP, Java, Test, and UI professionals. • Conducted product version and iteration planning, agile process management, iteration planning, priority setting, cross- departmental coordination, and enterprise culture review. • Led the design and development of a DIY-SMS platform (a hero product of XGATE DMS Suite), which allows users to import contacts, send marketing messages, and OTP in bulk with a simple process. • Designed and optimized a Headless E-commerce platform consisting of CMS, PIM, OMS, and Inventory modules. Skilled in building e-shops using Shopify and Woo-Commerce. Restructured the e-Commerce suite of The Brick shop’s operational portal and storefront site of Singapore. • Led the CBEC cross-border e-commerce project, including competitive analysis, SaaS system design, and development of e-commerce frontend, WeChat mini-program, e-commerce middleware, and customs clearance system. Coordinated with third-party suppliers such as logistics, payment, and customs clearance systems, and designed website layout and content. • Led the development of the Dyson WhatsApp Team-inbox system and collaborated with stakeholders in Hong Kong, successfully delivering the MVP within a one-month deadline.

• Managed merchandising plans, negotiated with AMPS and FBA businesses, and communicated with 20+ merchandisers. • Resolved content-related issues and innovated across service tools to grow the AMPS program, increase seller engagement, and communicate global solutions.

• Worked closely with a 6-people engineering team, 10-people customer service team, and 15-people delivery team to ensure timely and high-quality delivery. • Defined MVPs and led product planning and design for a local food delivery system in New Zealand, resulting in a 50% increase in app downloads and a 30% increase in monthly active users. • Managed the migration of the existing system to a new platform and led the integration of new sellers onto the platform. • Conducted market research and analyzed user feedback to identify new opportunities for growth.

• Created ad copy for clients such as a multinational consumer goods company and a leading automotive brand, aligned with the client's brand voice and objectives by collaborating with the creative team. • Conducted market research and analyzed data for copywriting decisions, and collaborated with the account management team to meet client expectations.