JUN HU

Responsibilities: 1. Develop annual work plans based on business objectives, organize and supervise the downward decomposition and implementation of work plans. 2. Responsible for the operation of local routes in Europe, including West-European trunk lines, distribution, trunk transportation, and last-mile delivery. Accountable for the timeliness and quality of local deliveries. 3. Responsible for the introduction, supervision, and replacement of local distribution and delivery partners (CP). 4. Responsible for the overall design and optimization of routes, continuously improving delivery efficiency and controlling route costs. 5. Owner of service acceptance, responsible for overall service acceptance indicators of the call center (service pickup rate, first-call resolution, service efficiency, etc.). 6. Owner of customer experience, responsible for continuously improving customer satisfaction. Identify customer dissatisfaction through customer assistance and develop improvement plans based on root causes, ensuring plan implementation, and monitoring subsequent effectiveness. 7. Collect and cluster customer feedback to identify root causes of customer assistance and dissatisfaction, and drive business process optimization and product improvement accordingly. 8. Conduct local market research, regularly provide VOC (Voice of Customer) research reports through batch callbacks and targeted interviews, and assist in timely adjustment of business strategies. 9. Responsible for guiding team members' work and talent development. Focus on enhancing team members' abilities and personal development, achieving a win-win situation for both the team and individuals.

1. Marketing Planning: By developing and implementing various marketing activities and promotional campaigns, enhance the e-wallet's user acquisition rate and user loyalty. 2. User Experience Improvement: Responsible for analyzing user needs and behaviors, designing and improving the user interface and user experience of the e-wallet. By optimizing the user experience, increase user satisfaction and conversion rates. 3. Customer Operations: Responsible for managing and maintaining customer relationships for the e-wallet, communicating and collaborating with customers to ensure their satisfaction and loyalty. Responsible for developing customer operations strategies, resolving customer issues, and coordinating resources. Achievements: 1. Over a period of approximately 8 months, increased the daily active user count of the European wallet from 0 to 8 million. 2. In just around 4 months, increased the daily active user count of the Brazilian wallet from 0 to 5 million.

Sales Management: 1. Develop service sales strategies for the Benelux region, including market selection, goal setting, and sales channel planning, to achieve sales targets. 2. Explore the Benelux market. 3. Manage the service sales team. 4. Customer relationship management. 5. Sales budget and performance management. 6. Marketing promotion. 7. Market intelligence and competitor analysis. 8. Cross-department collaboration. 9. Monitor local regulations and compliance requirements to reduce company compliance risks. Service and Delivery: 1. Revenue management: Monitor the progress of projects within the sales management list and the status of major projects. 2. Pre-sales expansion support, such as POC testing. 3. Project delivery and ongoing issue maintenance. 4. Enhancement of channel partner service capabilities. Spare Parts Management: 1. Inventory management: Accurate and timely updates, optimize utilization. 2. Procurement and supplier management: Strategic planning, strong supplier relationships. 3. Quality control: Inspections, issue resolution, process improvement. 4. Information management: System maintenance, data entry, reporting support. 5. Subcontractor management: Timely provision of parts/services, performance monitoring. 6. Equipment maintenance: Regular checks, coordination with maintenance personnel. 7. Document management: Records, reports, audits. 8. Compliance and safety: Adherence to regulations, warehouse security, employee training.

Manage call center team: Lead and manage the call center team for efficient operations. Ensure call center efficiency: Develop strategies and processes to optimize service quality and customer satisfaction. Monitor service levels and metrics: Track and meet or exceed performance standards in call center operations. Resolve complex issues: Handle post-sales problems and provide timely and satisfactory solutions. Conduct team training: Enhance technical skills and service capabilities of team members. Collaborate with internal departments: Coordinate with other teams to provide comprehensive after-sales support. Analyze data and provide reports: Utilize call center data for decision-making and reporting. Improve after-sales service: Continuously enhance processes and quality based on feedback. Manage technology and equipment: Maintain and support call center tools and systems. Promote positive team culture: Foster innovation and teamwork for higher morale.

As a member of Huawei's Global Customer Support Department, responsible for the layout and establishment of Huawei Enterprise Business Overseas Call Centers. New Call Center Establishment: Site selection, Office space leasing, Department code application, IPCC equipment procurement and installation, Voice process design and testing, Office equipment procurement, Recruitment and new employee training, Development of Standard Operating Procedures (SOP), Overall daily operations management of the team. Operations Management: Monitoring key performance indicators (KPIs) of the call center, Optimizing call center SOP, Developing operational guidelines for CCRs and engineers, Establishing DOA (Delegation of Authority), equipment legality verification process, spare parts replacement process, self-service process for customers, etc. Achievements: October 2011 - January 2012: Responsible for establishing the Customer Service Center for Huawei Enterprise Business in the Southeast Asia and South Pacific region (Malaysia). February 2012 - March 2012: Responsible for establishing the Customer Service Center for Huawei Enterprise Business in the Latin America and South America region (Mexico). April 2012 - May 2012: Responsible for establishing the Customer Service Center for Huawei Enterprise Business in the Africa region (Egypt). June 2012 - July 2012: Responsible for establishing the Customer Service Center for Huawei Enterprise Business in the Russia and Central Asia region (Russia). August 2012 - September 2012: Responsible for establishing the Customer Service Center for Huawei Enterprise Business in the Europe region (Romania).

Worked at IBM China Global Delivery Center. Responsible for the daily management of IBM X series servers technical support team. Led the team achieve the target. By means of monitoring, data analysis, found the problems and weakness of each engineer in their daily work , through targeted training and technical guidance , improve their technical and communication skills. Do a good job coordinating with IBM other departments. Handle customer complaints. As a dedicated VIP customer engineer, provide good service to VIP customers(like war-mart,Baidu). Assist Callcentre mamaner to handle the emergency problems. Responsible for the team performance evaluation and making personal improvement program for the team members. Responsible for the customer satisfaction improvement

Responsible for product marketing in the country, marketing planning. Responsible for pre-sales advice and technical support, including demand planning, customer guidance, writing related technical documents. Cooperation with IBM SALES, writing project tenders, customer visits, signed contract and equipment installation, commissioning, on-line test in the following , etc

Provide online technical support and troubleshooting services to IBM laptop users in China. Responsible for handling customer dissatisfaction and complaints.