200中国呼叫中心产业发展杰出领袖：马劲松

马劲松：中信银行信用卡中心副总裁

获奖介绍：

经济和信息管理双硕士，企业管理学学士。十多年中美金融及信息技术从业经验。

马劲松先生对服务、运营以及信息技术在信用卡中心的应用具有敏锐的洞察力以及前瞻的规划和强有力的执行能力，在他的带领下，中信银行信用卡中心在服务、技术以及业务领域得到有效整合，形成了以服务为核心，以信息技术为支持保障的高效的信用卡后台运营体系。促成了信用卡中心客服中心由传统呼叫中心向“信息交流中心”、“业务交易中心”和“客户关系互动中心”的逐步转变，成就了中信银行信用卡中心优质服务品牌的创立，有力地支持了中信银行信用卡业务又好又快的发展。

Brief introduction of the Winning Units:

Mr. Ma Jinsong has got an education background with double master degree of both Economics and information management and a bachelor degree of enterprises management with more than ten years of abundant and professional experience in both the Chinese and American finance and information technology field.

With keen insight and great vision of the future in the application of information technology, operation and service providing tactics, Mr Ma has led his team effectively integrated the backup resources for the credit card center. He has originated a service-oriented operation system with strong and efficient information technology back-up. His leadership has conducted the transformation of the former traditional contact center to a information communication center, a business trading center and a customer relation interactive center. The above effort helped a lot to the set-up of a quality service brand which is a great support for the fast and sound development of China CITIC Bank credit card center.

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
呼叫中心能力成熟度模型CC-CMM标准委员会
亚太客服与呼叫中心联盟
客户世界机构(CCMWorld Group)

2008年10月

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