Customer Service Manager

FELIX (AORAN) LIU

●**** Carl Street, Apt *** ● Saint Paul, MN 55108 ● 612-***-**** ● ********@***.***

EDUCATION

UNIVERSITY OF MINNESOTA, Minneapolis, MN

Carlson School of Management

Candidate for Master of Business Administration May 2015

JINAN UNIVERSITY, Guangzhou, China

Bachelor of Arts, English (specialty in Business English) June 2009

EXPERIENCE

UNIVERSITY OF MINNESOTA, OFFICE FOR TECHNOLOGY COMMERCIALIZATION,

July 2014 – Present

Minneapolis, MN

MBA Research Assistant

Researching on patents developed by internal faculty team to estimate the market size, evaluate the

competitive advantages, search for and reach out to potential buyers, connecting above average

number of contacted companies with the department

Analyzed historical revenue and income allocation, identified key contributors and 3 essential

indicators for profit forecast; designed a financial model that allows managers to evaluate department

annual performance vertically and horizontally

July 2014 – October 2014

ASTER LABS, Saint Paul, MN

Marketing/Business Development Intern

Developed a 3-stage marketing plan to expand customer base for an affiliated division; revealed a

potential user group which is underserved but with purchase intention by redefining the organization’s

customer segmentation through marketing research, competitor analysis and in-depth interviews

Positioned the division from a low fare provider to social/education center; created an internet

advertisement package to fit this new image, budget and capacity, presenting findings to board members

and 80% of recommendations were accepted

PATAZON TECHNOLOGY CO., LTD., Shenzhen, China

August 2012 – July 2013

Finance and Administration Commissioner

Reduced shipping cost by 7% by changing product packaging, which was initiated by analyzing cost

structure and studying of customer behavior, following with customer survey to testify and calculation

comparing between potential savings and extra cost

Examined market forecast with managers to make annual headcount plan; benchmarked peer companies

to set up salary policy which reflected industrial average but was more sensitive to performance

July 2010 – August 2012

Operations Manager

Led a 4-member team to manage customer service, shipping, and inventory; improved the customer

satisfaction rate by 3.2% by standardizing customer service process; increased efficiency by 12% by

switching from category-based to activity-based processes

Increased 2011 total sales 65% by analyzing market trends to adjust product catalog, doubling total

product lines, and collaborating with marketing department to determine promotion strategy

January 2010 – July 2010

DM CAPITAL, Shenzhen, China

Research Analyst

Analyzed pharmaceutical sector of Hong Kong capital market by conducting stock analysis to provide

trade recommendations for executive team; recommendation was accepted to increase investment on main

target stock, receiving more than 15% paper profit within 1 month

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