JIAWEI LIU
BEIJING
Summary
Dynamic and result-oriented with solid experience in high-end customer care center and retail. Resourceful and client-focused Customer Service Consultant with over 4 years of team working experience in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.
Overview
7
7
years of professional experience
Work History
Content Operations Specialist
Douyin Live
Beijing
12.2022 - Current
- Coordinated and organized cohort training/agency day activities and assessments in collaboration with the Agency Operations Team, ensuring effective implementation of learning processes.
- Created peripheral products, such as festival gift boxes, meeting souvenirs, trophies, and medals to fulfill business requirements.
- Negotiated contracts with vendors and suppliers related to the production of goods or services.
Relationship Manager
American Express
Shanghai
01.2019 - 12.2022
- Use salesforce manages a portfolio of selected Centurion Card Members (CMs) in China to keep them satisfied with Centurion Travel and Lifestyle services and increase the revenues enables these CMs generate Centurion Travel.
- Increase revenues (i.e. sales volume and sales yield) generated by the portfolio. Execute sale statics defined by proactively and relevantly contacting the CM (outbound sales) and/or promote specific products (inbound sales).
- Collaborated with various departments to improve communication and deliver individualized customer solutions.
- Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- Member of American Express China Inclusion & Diversity committee. Contribute to the success of AMEX China I&D by hosting monthly activities & lectures.
Assistant Store Manager
Abercrombie & Fitch
Kunming
05.2018 - 01.2019
- Oversaw aspects of maintenance, inventory and daily activity management.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Coached and developed store associates through formal and informal interactions.
- Commits to regular contact with customers by effectively using various communication methods (F2F, phone, fax, e-mail, SMS) to maintain relationship with customer based on his/her preference & amp; availability.
- Analysis the current business to find out highlights and opportunities and making game plan with store manager accordingly to achieve goals.
Event Staff Member
Starbucks China
Shanghai
09.2017 - 04.2018
- Responsible for developing and executing an immersive customer experience as a key component of the Marketing & Events strategic vision for New Retail for Starbucks in Shanghai.
- Gave guests first-rate service and support and worked to resolve concerns to mutual satisfaction.
- Worked closely with management to avoid calendar conflicts and planned for scenarios potentially impactful on event integrity.
Education
Bachelor of Arts - Journalism
Yunnan University
Kunming06.2017
Skills
- Customer relationships
- Effective customer communication
- Solution management
- Product expertise
Languages
Chinese (Mandarin)
First Language
English
Proficient
C2
Timeline
Content Operations Specialist
Douyin Live
12.2022 - Current
Relationship Manager
American Express
01.2019 - 12.2022
Assistant Store Manager
Abercrombie & Fitch
05.2018 - 01.2019
Event Staff Member
Starbucks China
09.2017 - 04.2018
Bachelor of Arts - Journalism
Yunnan University
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