2007中国最佳呼叫中心管理人：钟鸣

钟鸣：中国民生银行信用卡中心客户服务部副总经理

获奖介绍：

一位从基层业务锻炼起来的职业经理人，16银行从业经验，主要致力于零售业务尤其银行卡业务的开发及管理，先后在银行会计部门、市场部门以及零售业务部门担任经理职务，目前为中国民生银行信用卡中心客户服务部副总经理，3年信用卡大型呼叫中心建设及运营管理经验。

从业期间参与建设的银行项目包括民生借记卡系统、银证通系统、基金交易系统、管理会计系统以及目前正在从事的信用卡业务。

在04年从客服系统建设开始介入呼叫中心行业，带领5名业务人员在技术科技部门的支持及帮助下3个月内建立起民生信用卡客户服务中心呼叫系统，完成了从呼叫中心体系的建立，形成了人员管理、品质监控、现场运营三大科学管理体系。

民生信用卡客户服务中心从无到有到逐渐壮大，三年间发展到近200个席位及300人规模的大型呼叫中心，通过多渠道方式为客户提供7*24小时全天候不间断服务，根据不同的服务产品对象提供差异化服务，并不断优化业务及服务流程，使客户满意度得到不断提升，有力支持了民生信用卡业务的快速发展。

Brief Introduction of the Winning Units:

Mr. Zhong is a professional manager in finance. He has devoted 16 years in banking, expertise in retail banking and bank card business strategy developing and management. His working experience is more related with bank accounting, bank marketing and retail banking fields. With more than 3-year credit card call center operation management experience, he was titled as credit card call center vice general manager of China MingSheng Bank.

In 2004, leading 5 staffs to build up the MingSheng Credit Card Call Center within 3 months, he and his team members finalized the customer service. The MingSheng credit card call center is established on 3 fields; personnel management, quality assurance and on-site management.

The MingSheng credit card call center has expanded to almost 300 customer service representatives within 3 years. We will continuously provide 7*24 service, multi-channel services, segmentation services, differential services, optimizing operational process to enrich the experience of calling 95568 and enhance the customer satisfaction. We are part of  strong brand values of MingSheng Credit Card.

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)

2007年9月

责编：admin