Customer Service Human Resources

QUYANG PAN

**** **** *** **, *** ***, Minneapolis, MN 55414 612-***-**** ********@***.***

EDUCATION:

UNIVERSITY OF MINNESOTA, Minneapolis, Minnesota

Center for Human Resources and Labor Studies, Carlson School of Management

Master of Arts in Human Resources and Industrial Relations May 2012

Teaching Assistant for MBA – Management and Organizational Behavior, MBA – The International Environment of Business, MGMT – Business Feasibility and Planning

XIAMEN UNIVERSITY, Xiamen, China

School of Management

Bachelor of Science in Accounting June 2005

EXPERIENCE:

PROJECT FOOTSTEPS

HR Intern, Minneapolis, MN May 2011 – August 2011

• Led HR team to conduct job analysis and complete job description for five positions

• Coordinated with other HR interns to design and conduct behavioral interview for new employees

• Developed a recruitment project with HR team for the organization, creatively attracted more than 30 highly talented candidates

BO LE ASSOCIATES

Recruiting Associate, Beijing, China December 2009 – June 2010

• Proactively assisted senior consultants with executive search, successfully placed four positions within half a year

• Creatively sourced, identified and screened talents by market research, industry contacts, social media, networking and cold calling

• Customer oriented, able to build long-term relationships and anticipate client’s need

MAERSK LINE, A.P. MOLLER - MAERSK GROUP

Deputy Manager, Market Intelligence, Beijing, China May 2008 – July 2009

• Conducted research in shipping industry and macro-economy, prepared business memos and reports, supported the national management team making budget and strategy decisions

• Analyzed statistics of competitors’ shipping volume and international trading volume for the sales and marketing managers to develop business strategies

• Solicited top daily industry news for the regional sales teams’ quick review and decision-making

Customer Service Executive, Shanghai and Fuzhou, China June 2005 – April 2008

• Lead a team of four subordinates, established standard operation procedures to ensure higher data accuracy and team efficiency, resolved customer’s concerns and complaints in a responsive and timely manner

• Coached and mentored employees, managed individual and team performance

• Initiated and developed a local orientation program for new employees, helped them quickly get familiar with shipping industry, business environment and customer service procedure

• Coordinated with other teams to smooth the workflow across departments, collaborated with senior managers and other functional leaders to implement service projects

• Analyzed and managed service capacity to maximize profit in peak and slack seasons

ACTIVITIES:

• APD Consulting Club, Member August 2011 – Present

• Graduate Society of Human Resources Leaders, Member September 2010 – Present

• Maersk Line Leadership Development Program, Trainee August 2006 – June 2008

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