ryenliu

Led a team of 14 Escalation Team agents and managed escalated customer service issues, ensuring swift and effective resolution to maintain customer satisfaction and loyalty. Directed the implementation of key quality assurance (QA) processes, enhancing the overall performance and consistency of the escalation team within the designated campaigns. Developed and executed QA initiatives to improve communication channels for sharing actionable insights, resulting in significant quality improvement across the team from 88% to a consistent 95% within just two months. Conducted in-depth Quality Expectation Training for Team Leads across multiple global sites, aligning team efforts with the highest quality standards and operational efficiency, thereby driving continuous improvement and excellence in service delivery.

Develop and maintain a professional and positive relationship with key customer contacts and counterparts in Account teams, Business Lines and Support Teams at all times. Process customer orders in card account and ensure compliance and controls including terms and conditions. Provide customers with prompt, early and accurate information regarding status of account, due day, issues, and complaints. Drive activities to achieve benchmark levels of delivery performance by understanding customer demands, supply capabilities, and coordinating activities to meet customer demands, including regular production, new products. Analyze service performance from logistics data, NPS, customer KPIs and other customer feedbacks. Define and implement continuous improvement actions. Drive regular customer logistics review meetings and provide excellent service updates. Prepare relevant material to facilitate discussion on performance, order coverage, lead-time review and forecast.

Answering and Resolving all kinds of questions and request from clients by phone and E-mail. Speaking and mainly e-mailing to local customers support them in their car rental request inbound or oversea. E-mailing with oversea customer adsist them in their car rental request inbound. Manage the relationship between Avis and its customers resulting in increased business by providing consultative advice sales.

Assist investigators to obtain subject informed consent. Assist investigators to evaluate inclusion/exclusion criteria. Conduct study visit procedures per protocol. Processing and shipping biological samples per laboratory manual. Entry of case report forms. Resolve CRF queries. Maintain site essential documents filing. Acquire vendor system access. IRB SAE/SUSAR/PD reporting. IRB initial/amendment/closure/interim submissions. Assistance for CRO/Sponsor/IRB Audit. Arrange monitors/auditors visit at site.