Qian YANG
Team Manager
Bangkok
Summary
A candidate with finance education background and operation management working experience seeking for career development opportunity in the field of finance and operation.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
Payment & Operation Team Manager
Customer Experience Group, Agoda Service Co.,Ltd, Bangkok, Thailand
01.2023 - Current
- Manage team performance, ensure team meet KPI target without behavior issue via RCA analysis and SMART action plan.
- Identify improvement opportunities and lead internal efficiency enhancements, including onboarding processes with RTS, KPI changes and optimizing internal escalations.
- Support cross-team projects, assist with incident collaboration, and help onboard new products or tools.
- Work with Finance and Business Risk Control Team for internal and external auditing, identify and control payment related risk.
SHG WeChat & Taobao Team Manger
Customer Experience Group, Agoda Information Technology Service Co.,Ltd
06.2020 - 12.2022
- Managed team performance, ensured team meet KPI target without behavior issue via RCA analysis and SMART action plan.
- Identified improvement opportunities, rewrote handling procedures and reset KPI for SHG WeChat & Taobao team.
- Communicated with business partners regularly to improve mutual customer experience, responded to escalated inquiries and disputes from partners.
- Supported cross team level projects such as BNRL and Quantum automation, monitored progress and feedback timely.
SHG Domestic Team Manager
Customer Experience Group, Agoda Information Technology Service Co.,Ltd
09.2018 - 05.2020
- Managed team performance, ensured team meet KPI target without behavior issue via RCA analysis and SMART action plan.
- Monitored real time operation traffic, supported agents with best solutions for complaint, took over escalation when necessary.
- Supported operation projects for better customer experience, such as China Local OTA Benchmark Project which aim to compare and improve operation service.
- Led Weibo project to minimize the negative impact of customer complaint from social media by coordinating resources on public complaint resolution
Customer Experience Specialist
Customer Experience Group, Agoda Information Technology Service Co.,Ltd
09.2016 - 08.2018
- Handled requests from customers and hotel suppliers via call and email.
- Supported new hires as mentor, handled escalation cases as elite agent.
- Assisted team manager to monitor real time operation traffic and coordinated human resource when traffic needed.
English Customer Service Representative
Customer Service Department, Sherpa’s Food Delivery Company
05.2016 - 08.2016
- Created orders for international customers, served with best solution for complaint.
- Helped with the communication between delivery staffs and international customers, ensured order arrive timely.
Sales Manager Assistant
Wealth Management Department, Quark Finance Investment Management Co.,Ltd
12.2015 - 04.2016
- Assisted sales manager to develop potential customers via phone calls.
- Organized and coordinated marketing events for customer development.
- Visited and communicated with customers for best financial product recommendation.
Bank Teller
Yunnan Rural Credit Cooperatives
08.2013 - 03.2014
- Processed cash deposit and withdrawal business for customers.
- Promoted financial products and developed potential customers.
- Assisted to evaluate and qualify the credit card application.
Business Commissioner
Yunnan Logistics Industry Group Investment & Guaranty Co.,Ltd
12.2012 - 07.2013
- Collected documents of loan projects, made the field investigation.
- Interpreted company financial reports, assisted to write preliminary credit evaluation reports.
- Sorted out and handed the trusted documents from company borrowers to the bank.
Education
Master of Finance -
Adam Smith Business School, University of Glasgow
Glasgow, UK 09.2014 - 12.2015
Bachelor of Economics -
Zhongnan University of Economics And Law
Wuhan, China 09.2008 - 06.2012
Skills
People Management
Project Management
Bilingual Chinese and English
Timeline
Payment & Operation Team Manager
Customer Experience Group, Agoda Service Co.,Ltd, Bangkok, Thailand
01.2023 - Current
SHG WeChat & Taobao Team Manger
Customer Experience Group, Agoda Information Technology Service Co.,Ltd
06.2020 - 12.2022
SHG Domestic Team Manager
Customer Experience Group, Agoda Information Technology Service Co.,Ltd
09.2018 - 05.2020
Customer Experience Specialist
Customer Experience Group, Agoda Information Technology Service Co.,Ltd
09.2016 - 08.2018
English Customer Service Representative
Customer Service Department, Sherpa’s Food Delivery Company
05.2016 - 08.2016
Sales Manager Assistant
Wealth Management Department, Quark Finance Investment Management Co.,Ltd
12.2015 - 04.2016
Master of Finance -
Adam Smith Business School, University of Glasgow
09.2014 - 12.2015
Bank Teller
Yunnan Rural Credit Cooperatives
08.2013 - 03.2014
Business Commissioner
Yunnan Logistics Industry Group Investment & Guaranty Co.,Ltd
12.2012 - 07.2013
Bachelor of Economics -
Zhongnan University of Economics And Law
09.2008 - 06.2012
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