Chris Column
Introduction
Mr. Chris Chang, Executive Vice President for Greater China Region, in charge of the whole business operation of eSOON in Greater China area, and shouldering the responsibility to provide customers with pre-sales and post-sales consultation services there. Chris has an MBA degree from University of Washington.
Mr. Chang has a deep research and practical experiences on the Customer Relationship Management (CRM), whose nearly twenty years of practical experiences on management and operation cover the industries of aviation, finance and telecommunications. The enterprises where he held a post are all famous or giant ones with national or international reputations, including:
·Citibank of America, Mr. Chang held important posts (Vice Manger to Vice GM), in charge of credit card auditing, authorization, credit policies, risk management and customer service, etc. With 150 staff under him, Mr. Chang improved the customer satisfaction rate high to 85% during his working in customer service department, and assisting the enterprise to sales its cards from 20 thousand to 1 million within 7 years.
·AIG Credit Card Company, Chris was VP of Customer Service and Credit group, supervising inbound and outbound services, creating 50% of the total turnover; meanwhile, he has managed the collection operation, reducing the bad debts low to 12%.
·FarEasTone Telecom, Mr. Chang was VP of Customer Operations and Business Development. At FarEasTone, Chris led 1200 staff and helped set up Taiwan's first Multi-Site, with High Availability back up call center, in charge of inbound, outbound service, customer relationship maintenance, collection operation, risk management, finance settlement, roaming service, business development and same trade settlement, etc. In 1998, Common Wealth magazine ranked FarEasTone call center service as one of the top performers in the service industry. In 2000, customers rated FarEasTone call center service A+ for its service efficiency and quality.
·Northwest Airlines, Mr. Chang was in charge of such business relating to reservations, tickets and transportation, meanwhile, he was an instructor for the recruited staff.
Based on his years of deep knowledge and operational experiences in the areas of Customer Relationship Management, Mr. Chris Chang has written a series of articles on contact center operations and management excellence as follow:
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