Project Manager Customer Service

Jin Long Niu

Business Address Private Address

IMD, P.O. Box 915 Route de Chavannes 27C

CH-1001 Lausanne CH-1007 Lausanne

Sw itzerland Sw itzerland

Jinlong.Niu @ mba2009.imd.ch Mobile: +41-79-477-**-**

Personal

8 November 1976

Chinese

V alue Proposition O ver 8 years in the high technology sector in operations and marketing roles. Proven track record of improving

business performance through innovating and combining business acumen with IT skills. Demonstrated ability to lead

multinational and cross-functional teams.

2001 – 2008 Dell Inc., Shanghai, China

2008 Global Operation Engineering Consultant

• Managed operational activities for end- to- end order fulf ilment process readiness of new and exis ting products for

Dell globally

• In 2008, r eceived the dir ector award for establishing a lean retail s upply chain model to enable Dell to enter the

global retail market successfully

2007 - 2008 W orld Wide Service Program Manager

• Was a key member of product R&D c ore teams to translate service requirement into product design r equir ement

and coordinate servic e readiness for new product launch

• Improved product design to enhance the serviceability of products, resulting in warranty cost savings of $1m

2005 - 2007 Asia Pacific & Japan Marketing Program Manager

• Led a program team of 18 to manage a $1bn turnover product portfolio in China, Hong Kong and Korea

• In 2007, r eceived the dir ector award for leading the program team to r etrieve a product transition by s uccessfully

launching a consumer retention campaign in China, Hong Kong and Korea and minimizing the cost impact.

2004 - 2005 Asia Pacific & Japan eServices Infrastructure Product Manager

• Built a regional team of 2 to introduce eServic es solutions to Dell Asia call centres

• Deployed the email services system, the first global IT tool for Dell in Asia, and encouraged the customers to switch

f rom call to email servic es, achieving cost saving of $229K

2002 - 2004 China Service Project Manager and Email Support Team Supervisor

• Led a c ustomer servic e team of 12 to provide email technical support s ervic es to China/Hong Kong customers.

• Led a software development team of 3 to design the w orkflow applications f or China s ervice c all centre and

maintain the customer support web site

• Set up the w orkflow management to support the growth of China service call centre from 100 to 300 people

• Set up web analytics model and improved the effectiveness of the customer support web site by 30%

2001 - 2002 China Technical Support Specialist

• Diagnosed highly technical complex IT issues and won tw o customer service awards

2000 - 2001 Greater China Business Net, Xiamen, China

Internet B2B company established in 2000 to export Chinese products

2000 - 2001 O peration Supervisor and Software Developer

• Helped the founder to set up the company in five months

• Recoded the shopping cart program and increased the number of overseas customer contacts by 60% by improv ing

the contact handling process and hir ing 6 employees

Education

2009 IMD MBA Candidate, Lausanne, Switzerland

2005 - 2005 Project Management Professional, PeiYin Education, Xiamen, China

2005 - 2005 Six Sigma Green Belt, Dell, China

2003 - 2003 Microsoft Certific ated Systems Engineer, Yabao Education, Xiamen, China

1995 - 1999 Bachelor of Science, major in Marine Chemistry, Ocean University of Qingdao, Qingdao, China

Languages Chinese, English, Hokkien

Interests Basketball, soccer, readings of technology and his tory

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