7 years 9 months (7 years 5 months) Customer Service Director • Spearheaded U.S. expansion hired and trained U.S. Letsfit remotely. Scaled multilingual customer service and sales support teams across the U.S., UK, Europe, and China. • Designed and delivered training programs-including onboarding, playbooks, and rollout guides for expanding global support, marketing, and sales teams. • Managed day-to-day operations for a multichannel support team, ensuring timely resolution of customer issues and compliance with service standards. • Designed and implemented scalable procedures, policies, and knowledge base documentation, reducing resolution times and increasing CSAT. Strong experience with Zohodesk & Zendesk to monitor and improve performance. • Partnered closely with social media, Warehouse, Sales and production teams worldwide to integrate customer feedback into product improvements and marketing campaigns. • Analyzed complaints, returns, and post marketing surveillance data to detect trends, prevent fraud, process refunds, and maintain compliance. • Produced weekly performance reports to track KPIs and present insights to leadership. 职位:Operations Manager (3 years 1 month) Operations Manager • Spearheaded U.S. expansion and led cross-departmental collaboration with Sales, Social Media, and Product teams to align messaging and customer engagement. • Recruited, trained and mentored new hires; implemented structured enablement processes for global teams. • Supported sales strategy refinement by analyzing customer feedback and aligning training to identify opportunities.

(14 years 2 months) • Certified teacher taught English and Mandarin and delivered adult business language training. • Designed professional development and cross-cultural communication workshops. • Certified life coach focusing on resilience, time management coaching, and personal growth. • Designed and delivered customized training programs tailored to professional and individual client needs.

The TMR Group - Consultant and Marketing 2008 - 2018 • Provided operational and customer support for international clients in management consulting. • Conducted market research and managed customer databases to support business growth. • Delivered cross-cultural training programs for expatriates relocating to China and U.S. • Supported Chinese companies with access to U.S. training programs, trade fairs, and negotiations.

China Strategies Consulting – Global Sourcing and Team Building 2011-2015 • Supported U.S. chain retailers with direct factory sourcing in China; managed vendor negotiations, logistics, and product inspections. • Set up a Shanghai sourcing office, including hiring and training the local teams.

(5 years 1 month) Worldeal Trading Co, Ltd - Global Sourcing, Sales, and Logistics 2010-2015 • Established sourcing and sales operations, serving clients in the Middle East, Russia, the U.S., and Europe. • Negotiated supplier agreements, oversaw factory inspections, and coordinated logistics and after-sales service. • Built and managed business relations from sourcing, inspections, payments, logistics, and customer service.