RICKY GUO PENGFEI

Key Responsibilities & Achievements:

Call Center Setup & Expansion

Spearheaded end-to-end establishment of call center operations in the Philippines, including site selection, vendor negotiations, infrastructure setup, and staffing.

Built and trained high-performing teams, ensuring alignment with organizational goals and client requirements.

Operational Leadership

Managed daily on-site and remote operations, driving productivity, quality assurance, and adherence to SLAs/KPIs.

Implemented performance monitoring systems to optimize efficiency, reducing average handle time (AHT) and improving customer satisfaction scores (CSAT) to 92% above.

Client & Stakeholder Engagement

Strengthened client relationships through strategic visits, feedback integration, and customized service delivery.

Delivered monthly/quarterly performance reports to senior leadership, highlighting trends, risks, and actionable insights.

Process Optimization & Training

Designed and deployed training programs to upskill staff in customer service, technical support, and compliance.

Championed continuous improvement initiatives, leveraging industry best practices to enhance workflow efficiency

Warehouse & Logistics Management

Managed daily operations, overseeing inventory control, order fulfillment, and shipping for 18 monthly orders with 99.7% accuracy.

Implemented a barcode scanning system, reducing picking errors and improving order processing speed by 29%.

Negotiated contracts with 3PL providers, reducing shipping costs by 7% while maintaining more than 98% on-time delivery rates.

Customer Service Leadership

Led a team of 80 customer service representatives, implementing a structured training program that improved (FCR) by 15%. (Part-time, especially during peak season will handle around 250 agents)

Developed and enforced customer service policies that reduced average response time from 24 hours to 8 hours across email, live chat, and phone support.

Launched a customer feedback analysis program, identifying key pain points and reducing complaint rates.

Achieved a customer satisfaction (CSAT) score of 92% above, exceeding the industry average of 85%.

Technology & Process Optimization

Spearheaded the integration of [CRM/ERP system], automating order tracking and reducing manual data entry errors.

Designed custom dashboards for real-time monitoring of KPIs, enabling proactive decision-making and improving SLA compliance.

Cross-Functional Collaboration

Worked closely with IT to enhance system integrations between warehouse management (WMS) and e-commerce platforms.

Partnered with the marketing team to streamline return/refund processes, improving customer retention.

Collaborated with senior leadership to align operational strategies with business goals, contributing to a 15% increase in annual revenue.

Key Responsibilities & Achievements:

• Comprehensive Service Leadership: Oversaw all customer-facing operations including call center management, e-commerce support, and technical repair services, maintaining exceptional service standards.
• Strategic Financial Management: Developed and administered annual operating budgets, implementing robust cost-control systems to optimize departmental expenditures.
• CRM System Implementation: Led the enterprise-wide CRM deployment recognized as the organization's most transformative project, enabling:
  Advanced customer data centralization for business intelligence
  Multichannel marketing automation across digital platforms
  Enhanced e-commerce performance across major marketplaces
• Operational Optimization:
  Redesigned customer inquiry workflows to significantly improve responsiveness
  Implemented inventory management protocols to streamline repair operations
  Maintained rigorous quality standards across all service KPIs
• Organizational Leadership:
  Championed cross-departmental initiatives to resolve complex operational challenges
  Contributed to executive strategy sessions, aligning service operations with corporate objectives

Key Responsibilities & Achievements:

• Delivered premium customer support for LEGO products and services across Australia and Greater China markets through inbound/outbound call operations
• Demonstrated consistent performance exceeding established benchmarks for efficiency and customer satisfaction metrics
• Applied advanced de-escalation techniques and active listening to transform customer complaints into positive experiences
• Cultivated lasting customer relationships through tailored service approaches, fostering strong brand loyalty
• Maintained rigorous adherence to corporate policies while adapting seamlessly to evolving operational procedures

Core Competencies:

• Bilingual Customer Engagement (English/Mandarin)
• CRM Platform Expertise (Salesforce | Zendesk)
• Complex Issue Resolution
• Product Knowledge Specialization
• Intercultural Communication

Operational Leadership:

• Directed full-spectrum call center operations for Lenovo's mobile devices and tablet divisions
• Served as operational lead for customer service integration during the strategic "MOTO Back to China" initiative

Key Achievements:

• Project Management: Orchestrated end-to-end customer service preparation for MOTO product launch, including:
  Development of comprehensive training programs
  Strategic talent acquisition and onboarding
  Implementation of knowledge management systems
• Service Infrastructure:
  Established dedicated English-language support channels for APAC markets
  Designed hybrid service model combining in-house expertise with outsourced Philippine teams
  Implemented business continuity protocols for critical incident management
• Financial Oversight:
  Maintained strict budgetary compliance while operating as third-party service provider
  Optimized resource allocation to maximize service quality within financial constraints

Leadership Development:

• Conducted executive coaching for supervisory staff on:
  Performance optimization techniques
  Advanced team management methodologies
  Service escalation protocols.

Multilingual Customer Support Leadership

• Delivered premium technical support in English and Mandarin for ANZ and Greater China markets
• Provided omni-channel assistance across voice, email, and live chat platforms

Technical Expertise & Service Excellence

• Maintained comprehensive mastery of iOS ecosystem to troubleshoot advanced technical issues
• Consistently exceeded service benchmarks for response time and resolution quality
• Implemented continuous improvement initiatives based on performance analytics

Operational Leadership

• Served as product knowledge expert for iTunes Store operations
• Developed and delivered training programs for new team members
• Fostered collaborative team environment focused on exceptional customer experiences

Train Captain (Emergency Operations)

Assume full operational command during train system failures, executing troubleshooting protocols while ensuring passenger safety

Maintain clear communication with passengers during service disruptions, providing timely updates and reassurance

Coordinate with engineering teams to diagnose and report technical issues

Customer Service Executive (Automated Operations)

Deliver high-quality passenger assistance during normal automated operations

Conduct proactive cabin patrols to identify and address potential service issues

Provide multilingual support to international passengers

Operations Control Center Liaison

Serve as primary field contact for the Operations Control Center

Monitor and report on track conditions and operational status

Implement contingency plans during service disruptions

Training & Team Leadership

Develop and deliver comprehensive onboarding programs for new operations staff

Mentor team members in customer service best practices and emergency procedures

Create training materials for operational scenarios and passenger interactions

Technical Proficiencies

Rail control systems operation

Emergency response protocols

Passenger communication systems

Multilingual support capabilities

Professional Development

Railway operations certification

Customer service excellence training

Safety management system training

Global Account Management

• Spearheaded outbound engagement for Global Customer Program (GCP) accounts
• Conducted strategic product presentations for new launches and initiatives
• Cultivated client relationships through proactive communication and issue resolution

Sales Operations & Support

• Partnered with Account Executives to develop competitive quotations and order processing
• Prepared comprehensive bidding documentation for enterprise projects
• Managed end-to-end sales cycle from prospecting to contract fulfillment

Performance & Relationship Management

• Consistently achieved quarterly sales targets with sustained annual performance
• Resolved complex client issues including logistics coordination and credit negotiations
• Served as primary liaison between customers and cross-functional teams