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lex_lijiantao

Lex Li

@lex_lijiantao

Customer Experience Expert

China
Chinês, Inglês
Algumas informações são exibidas no idioma inglês.
Sobre mim
Hello! I’m Lex, an e-commerce strategist with 5+ years at Alibaba and HIM Montreux hospitality training. I transform support into a growth engine through: 🔹 Scalable SOPs: Developing data-driven flows for chat/email to ensure consistency. 🎨 Experience Design: Streamlining journeys—achieved 35% faster handling and +10% CSAT at Alibaba. 📊 Optimization: Training teams & automating workflows to hit targets (achieved 92% FCR). 🌐 Global Strategy: Bilingual (EN/CN) support for international market localization. Let’s scale your business. Message me for a tailored proposal.... Saiba mais

Habilidades

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lex_lijiantao
Lex Li
offline • 
Tempo médio de resposta: 2 horas

Conheça meus serviços

Mapeamento da Jornada do Cliente
I will design professional customer service sops based on my alibaba experience
A partir deUS$ 40 /projetoMais detalhes
Voz do cliente (VoC)
I will audit your customer service chats to improve quality and csat
A partir deUS$ 35 /projetoMais detalhes

Experiência profissional

Alibaba

After-sales Experience Operations

Alibaba • Período integral

Nov 2020 - Oct 2025 • 4 yrs 11 mos

1.Through daily random inspections and customer service consultations, I identified process deficiencies in existing solutions, optimized more than 50 scenario-based Standard Operating Procedures (SOPs), and delivered a 5% improvement in customer satisfaction for logistics-related services. 2.Explored optimization opportunities for the customer service workspace and SOP system. Collaborated with product and technical teams to improve the customer service platform and SOP configuration process, streamlining frontline operations and achieving 10 headcount savings. 3.Established and participated in a bi-weekly meeting mechanism with logistics partners. By collecting and feeding back problem cases and clarifying work order initiation standards, the work order accountability rate was effectively increased by 5%. 4.Supported service requirements from business partners, participated in new business process design, and ensured timely launch within expected timelines. During my tenure,launched more than 5 new businesses, all completed on schedule with full service link design, launch, and training. I also established a monitoring mechanism to track business performance.