Customer Service Sales

Name: Du, Xin Xi (Cici)

Nationality: Chinese

Languages: Mandarin and English

Civil Status: Single

Birthday: February 22, 1987

Age: 29 years old

Gender: Female

Location: China/ Quezon City

Availability: Upon Notice

EDUCATION

Northeast Petroleum University 2006.09-2010.07

Major: Marketing/ Economics

Courses: Marketing, International Trade, Supply Chain Management, etc.

WORK EXPERIENCE

2011.04-Present IBM International Business Machines Corporation

Execution Manager of STS - China Hardware Q2C 2015.08-Present

Subordinates: 22

Responsible in team management of daily operation and execution for Hardware Q2C of North and FSS China, including sales quotation support, customer purchase order fulfillment and Business Partner relationship maintenance. As execution manager, lead team to receive customer order requirements for business line, cooperate with aligned functional team to assist customers with IBM related approval and supports. Promptly address and resolve customer problems and requirements. Ensure and be dedicated to deliver out a high quality of enterprise services to meet customer's satisfaction and expectation.

As people manager, to build a strong and qualified functional team, responsible for the daily management and operations of assignments among subordinate departments, to actively promote the implementation and completion of customer orders. Concentrate on the development and optimization of the management system and execution process, standardize and improve the assignments of job responsibilities. Optimize order fulfillment and customer service processes. Periodically review the performance and organizational structure, adjust the layout and job roles of work within the team. Evaluate team performance, providing accurate KPI and Performance evaluation criteria and results. Responsible for HR related work in daily operation, such as interview, recruitment and performance appraisal. In addition, improve team's understanding of customer needs, value added service to make the scorecard and business acumen. Constantly apply Agile methodology on updating and improving the existing process in order to find the optimal team collaboration solutions. Good at improving business skills of employees within the group through the classroom training and one to one coaching etc., good at encouraging and comforting staff under difficult pressure to make higher efficiency and quality and to help employees to complete the tough tasks. Maintaining low turnover and high customer satisfaction. Gained very good comments from customers and maintaining high customer satisfaction.

Team Leader of China Hardware SDI Project / China Hardware Q2C Execution

Subordinates: 30 2013.01-2015.07

The main responsibilities include: sales orders and customer service support - two parts. Sales order support includes: assist IBM sales team with tender bidding files preparation, such as the quotation input and inquiry of price, internal approval obtaining, clients' order placing and management, regulatory tracking, invoicing and billing management, cargo transportation and dispatch and so on.

Customer services include: maintaining customer relationships, track and update orders status, manage customer inquiries and resolve customer problems by hotline and email .etc.

As the team leader who mainly in charge of daily business, keep very close contact and communications with internal sales and external customers, lead team members efficiently and accurately answer customer questions, resolve customer complaints and queries. Closely tracking customer orders status, timely update and publish order status and dependency. In addition, as a leader, to assist line managers and lead the staff to complete daily order fulfillment work, take the responsibility of helping team to continuously improve business skills and knowledge, in cooperation with SMEs and consultants, and other upstream and downstream teams to improve the accuracy and timeliness of order fulfillment. Responsible for new employees' training and guidance, positive and timely suggestions and comments on the framework and operational issues within the group. As a bridge between managers and employees, ensure timely communication between employees and managers.

China PBS Customer Fulfillment Representative GBS 2011.04-2012.12Description:

IBM Global Business Service of China OTC Team. Responsible in the Customer Fulfillment of Contract Acceptance Process, Contract Registration, billing and invoice, AR settlement, Purchase Order request and fulfillment for subcontractor of GBS project, and revenue recognize. Assist sales team and project managers to coordinate and execute the internal contract execution, reports the signing, as well as communicate with various departments prior to project delivery. Assist IBM GBS service deliver teams to manage labor charge code, cost reimbursement process and service delivery. In charge of the approval obtaining process for outsourcing services as well as contracts submitted and internal audit. Responsible for customer invoices, accounts receivable submission and the following process.

Closely co-work with finance and accounting teams on manage customer invoice and payments. In communication with the sales team, business partners the and customers accumulated rich experience in order management and customer service, gradually formed a efficient support behavior in supply chain support. Strengthened sensitivity of customer needs, laid lay the foundation for the subsequent end to end and cross-brands order fulfillment/management and external customer service work.

2010.06-2011.03 Shang Hai Zhong Rui Overseas Education Consultancy

2010.06-2011.03 Consultant for Student Visas-United States

Description:

Leader of the project that the United States' admissions in China. Consulting for overseas study of Top 100 U.S. schools, courses and student visa policy. Engaged in the offerings of high-end customers, providing high quality of consulting services,appropriate proposal of various students for study abroad programs tailored to customers, guiding customers for degrees and Majors. Tailor-made for the students on abroad programs.

SKILLS

Customer Service

Order Management

Sales Support

Business Control

Leadership

People Management

1. With mature personality, dedicated and responsible attitude to work meanwhile ready and eager for new challenges and competitive opportunities.

2. Strong adaptability of working environments under high pressure. Pursuing a long-term, stable working environment, but also can quickly integrate into the reform and innovation.

3. Actively improve myself. Sequential consummate myself on character, idea and technology.

4. Familiar with office software and order management software, like Microsoft and SAP. Have rich experience in customer service and supply chain support.

5. With strong teamwork spirit, willing to help others, good at paying a leader and team player role.

6. Self-independence, self-confidence, self-discipline. Optimistic and always ready to meet the challenge of new industry and marketing environment.

Contact this candidate