2006中国最佳呼叫中心管理人:赵珊

客户世界 | 2015年7月12日 | 会员服务 | 评论已关闭 | 1595

客户世界|CNCCA |2006-09-14

赵珊:交通银行客户服务中心主任

获奖理由：

赵珊女士毕业于复旦大学金融专业，从1977年开始一直在银行从事经营管理工作，1992年开始任职于交通银行，并在交行的呼叫领域从事工作达5年，具有丰富的银行工作实务及客户服务经验。作为交行95559的创始人和电子银行业务的领头人，赵珊静心精心以谋，敬业精业以求，带领部门员工将95559打造成为银行客服领域之先锋，闯出电子银行业务发展新局面。在实践中，她牢牢把住细节关，精雕细刻每一通电话质量，不断提升客户满意度；并主动向自己挑战，开电话银行“在线营销”之先河，创代销业绩达2.5亿元；领网银业务勇攀历史新高，提前5个月超额完成今年任务；更以大力倡导服务文化为抓手，坚持严以律事、宽以待人“宽严相济”的管理方法，培养、造就了一支“一专多能”的员工队伍。五年来，她领导的团队相继成为“上海市劳模集体”、“交通银行文明单位”、“全国呼叫中心服务质量管理10佳满意品牌”和“2005中国最佳呼叫中心”，她本人也先后荣获“上海市三八红旗手”和“中国客户关怀最佳管理人”等荣誉称号。

Reason For the Recognition

Ms.Zhao Shan graduated in the major of Finance from Fudan University in Shanghai. She has been engaged in banking operations and management since 1977 and entered into Bank of Communications, Shanghai Branch in 1992 .By working in the field of diplomatic Call for five years; she is rich in the experiences of call center management and customer service. As the Creator of 95559 and leader of electronic banking, Mrs. Zhao Shan try her utmost to let department become the pioneer in industry of bank service and step into new phase of e-banking. In practice, she rises ratio of customers` satisfactions. She takes very care of details, such as each inbound call. She challenged herself to create the first online-selling in china banking service industry. The total amount is beyond 250million RMB. The year internet-banking mission has been fulfilled 5 months before deadline. The team under Mrs. Zhao is full of specialists. They have been awarded “Shanghai Model Worker Unit”, “Model unit of Bank of Communications”, “Award of customer care and management excellence china 2005”. Mrs. Zhao has been awarded “China Excellent Customer care Manager”, etc.

评审单位：

中国电子商会呼叫中心与客户关系管理专业委员会
信息产业部呼叫中心标准指导委员会
客户世界机构(CCMWorld Group)

2006年9月

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