Customer Service Sales

Shan Hu Kirkland, WA, ***** 425-***-**** http://shanhu.me *****.******@*****.***

Summary/Objective

A self-motivated and organized professional with 10 years business development, 5 years customer and vendor management experience, and 3 years online business analysis experience, I am looking for a business analyst position.

Proficiency in utilizing various of technologies for data analysis

MBA and member of Beta Gamma Sigma (BGS is the highest recognition for a business student accredited by AACSB International)

Fully authorized to work in the U.S.

TECHNOLOGY

SQL, Python, Tableau, Microsoft Windows Suite - Excel, Word, PowerPoint, Outlook and Project Management, Fusion Table & SPSS

Experience

Intern, Morgan Stanley, Seattle, WA 2015.12 - 2016.08

Follow and analyze international macroeconomic environment trend and changes which may affect our portfolio

Analyze the volatility of stocks and ad hoc portfolio

Organize and analyze international and domestic clients profiles and develop business plans for potential market segments

Response of marketing events for target segments

Maintain good customer relationship and keep high customer satisfaction

Solve international clients transaction issues

Conduct Enhanced Due Diligence

Graduate Assistant, Pacific Lutheran University, Tacoma, WA 2013.12 – 2015.08

Assist with research projects, perform independent research tasks and data collections, such as China-Taiwan-Hong Kong economic relationships analysis, Global smartphone market analysis by using Five Forces, VRIO framework and statistical data

Perform various editorial duties, write, review and edit various materials for publication, such as potential continuing education programs

Compile processes and analyze data, record research procedures and results

Business Analyst, Unique Venue, Tacoma, WA 2014.02 – 2014.05

Conducted competitive market research and analysis for client such as revenue streams comparison, touch point comparison, and so on

Gathered online and offline performance data, like bounce rate and conversion rate, offered customer-oriented insights, and generated actionable recommendations for marketing strategies

Presented oral brief and written report of results to client

Co-Founder, Business Strategy Analysis Director-Customer Relationship, Hangzhou Global E-Commerce Co., Ltd., Hangzhou, Zhejiang 2009.07 - 2012.07

One of the most well known licensed third party service companies of Alibaba.com (Samsonite and Fossil Tmall online stores are our customers now.)

Set up strategy for seasonal prediction analysis by using CRISP-DM methodology:

1.Processed and analyzed past several years’ sale data to predict sales for the seasonal peaks, prepared seasonal plans for inventory.

2.Processed and analyzed online customer service reps’ inquiries data to predict the demand of labor for the seasonal peak

3.Estimated numbers of packages need to be shipped based on the sales prediction and the distribution of the number of items per package.

4.Optimized the mix of shipping venders by combining predictions with shipping venders’ capacities and prices to minimize cost and also meet the requirement of Tmall.com

Supervised a team of 7 project managers:

1.Managed a team of 40+ customer service reps handling online instant chat and improved online service representatives’ performance by analyzing data, like response speed, words with clients per order/price per order ratio, and so on.

2.Created various marketing campaigns and improved KPI based on market analysis (eg. Somerelle-was founded by Dupont).

3.Predicted and Prepared contingent plans for Tmall’s largest marketing campaign (11.11) resulting in more than $700,000 in sales revenue for four customers in a single day in 2011. After collected more data and modified analysis model, this number increased to more than 1,300,000 in 2012. (This campaign is frequently comparable to Amazon’s Prime Day in July 2015.)

Supervised a team of 5 sale managers selling our SEO/Search Engine Optimization and online store outsourcing service

1.Lead team to keep updating documents, which covered all the online performance improved we had achieved compared to the industry average, like conversion rate, response rate, price per order and so on.

2.Analyzed data gathered from daily reports run through ERP, CRM and other information systems to determine resources levering, marketing campaigns for customers and other make or buy decisions.

3.Negotiated logistic contracts based on sale prediction and increased 15% profit for the company,

4.Negotiated service contracts based on the online performance analysis and achievement from 10,000 dollars per year plus 5%-10% sales commission to 50,000 dollars per year plus 10% sales commission.

Managerial Trainee, China Life Insurance Co., Ltd., Zhuhai, Guangdong 2007.11-2008.5

The largest state-owned life insurance company in China & A Global Fortune 500 Company

Prepared insurance plans for customers based on their needs

Collected internal and external materials and trained 200 salesman everyday

Encouraged and developed salesmen’s sale skills

Took duty rotation in different departments

Volunteer and Activities

Chairlady, the Volunteer Association of East China Jiaotong University

Chairlady, Entertainment Association of East China Jiaotong University

Gained the Third place in the “Brain Winner” contest of marketing planning in Nanchang Division, Organized by CapitaLand Co., Ltd

Outstanding psychological health advisor

Excellent salesman in Bankcard manage Department of China Merchants Bank Nanchang District

Top seller of Avon on campus

Education

Pacific Lutheran University MBA (Technology & Innovation) GPA: 3.93/4.0 02/2014 – 08/2015

East China Jiaotong University (ECJTU) Marketing Bachelor GPA: 3.2/4.0 09/2004 – 07/2008

LANGUAGE

Chinese: Native proficiency

English: Professional working proficiency

Skills

Have strong capacities of analyzing customers’ needs and proactively looking solutions for them.

Be good at interpersonal relationship management and effective communication.

Open-minded and easily adapt to any intensive working environment.

Contact this candidate