Hong Kong SAR
A results-driven customer service and operations leader with over 9 years of experience in vendor management, e-commerce, and cross-functional team leadership. As the first member of the digital team in the Hong Kong office, pioneered the development of operations and processes for the outsourced contact center from the ground up, building everything from zero. I am passionate about building high-performing teams and delivering exceptional consumer experiences. In my most recent role as Senior Manager, Consumer Service Operation at Nike China Holding HK Limited, I led both outsourced and internal teams to consistently exceed key performance indicators-including CSAT, NPS, and cross-selling targets. I specialize in transforming customer needs into actionable solutions, optimizing workflows, and driving service quality improvements across channels. Expert in elevating customer service standards, optimizing operational processes, developing KPIs and SOPs, and sharing best practices in consumer experience management.
Led strategic oversight and operational support to the outsourced contact center, driving team effectiveness to deliver exceptional service which maintaining the KPI passing rate over 90% Successfully established a corporate group purchasing process to drive revenue growth for the company
Established the effective service quality training and staff development programs Supervised the development and revision of FAQs, policies, and TOS & TOU to maintain the accuracy and transparency of consumer-facing information on the website
As the first member of the digital team in the Hong Kong office, pioneered the development of operations and processes for the outsourced contact center from the ground up