Wang Tianyu

• Led the Greater China team to achieve the top team in the program and overachieve market key KPI - Client Satisfaction scores (CSAT) of 115%.
•Managed up to 15 team members and maintained the team's attrition
rate below 4% and zero attrition for 8 out of the project during 2022-2023.
•Bronze award for the best team lead, CCAS 2023 (above 100 seats)
•STAR Team Lead of the year 2022.
•Certified of COPC 2022.(Customer experience performance leader)
•Managed and monitored team in day-to-day performance to maintain higher productivity for KPI achievement.
•Become the bridge between the management and the team to ensure
alignment by conducting regular briefings and updates on product/process changes to the team.
•Collaborated with the quality team to identify the improvement area to ensure the service quality is consistently in service level standard.
•Prepared insights and reports for weekly, monthly, and quarterly
business review meetings with stakeholders.
•Mentor and coach the team members (up to 15 people) to help them
achieve the market target.
•Managed staff scheduling duties to fulfill WFM requirements.
•Any other duties or ad-hoc assigned by the management team.

•Assist Team leader in managing team members in the day-to-day performance of work
•Assist in coordinating and distributing work, monitoring workloads and backlogs
•Provide feedback to improve processes as required
•Constantly update the team on existing products, services, and operational procedures.
•Assist the Team leader to ensure team members are fully briefed on new information within the agreed time frame to effectively carry out their role.

•Serve the largest global social media customer's advertising-related issue.
•To provide post-sales customer service support through email, chat, and outbound calls to B2B customers (Online advertising)
•To support advertising customers and deliver consultative support
• Liaised with customers to solve and improve advertising campaign
performance.