2008中国最佳呼叫中心管理人:廖黛丽

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客户世界|CNCCA |2008-10-13

廖黛丽:中国电信深圳分公司10000号客服中心总经理

获奖介绍:

现任中国电信深圳分公司10000号客户服务中心总经理,高级工程师,一直以来从事电信企业管理工作,先后担任大型通信企业网络监控、网络运营管理、计算机系统维护开发、呼叫中心运营管理等部门负责人,是通信企业运营管理领域的专家,在精确运营管理、客户关系管理、团队建设、流程优化、企业文化建设等领域有深刻独到的见解和经验,主持多个科技创新项目获得国家、省、部、市以及中国电信集团公司奖项。 在她的带领下,中国电信深圳10000号客户服务中心屡创佳绩,2006、2007连续两年获得“中国最佳呼叫中心”,2006年获“亚太最佳呼叫中心”荣誉,2007年获“亚太地区最佳呼叫中心(1000坐席以上)杰出业绩奖”,2008年亚太最佳外呼项目金奖(亚太地区唯一),中国质量协会、中华全国总工会、共青团中央、全国妇联、全国用户满意工程联合推进办公室联合颁发的“全国用户满意服务明星班组”,信息产业部“全国用户满意电信服务明星班组”,全国总工会“模范职工小家”,全国妇联“三八红旗集体”等荣誉称号。

Brief Introduction of the Winning Units:

Ms. Liao Daili, Senior Engineer and General Director of 10000 Customer Contact Center, Shenzhen Prefecture, China Telecom, has been working as a telecom manager for years. She has ever been responsible for Network Monitoring, Network Operation & Management, Computer Maintenance, and Contact Center Operation and Management. She has a unique understanding of and rich experience in CRM, team-building, process optimizing, and operation & management. She has hosted several revolutionary projects which have got awards at the State, Province and City levels or from China Telecom Group. She’s a specialist in telecom operation and management. Under her leadership, 10000 Customer Contact Center, Shenzhen Prefecture, China Telecom, has got many awards, including: China Best Call Center (2006 and 2007), Asia & Pacific Best Call Center (2006), Outstanding Performance Award as Asia & Pacific Best Call Center (with More Than 1,000 Operator Positions) (2007), Asia Pacific Best Call-out Project Golden Award (2008, the only one in Asia Pacific), Star Team Satisfying Customers (jointly awarded by China Association for Quality, All-China Federation of Labor, Central Committee of the Communist Youth League of China, All-China Women Federation, and National Customer Satisfaction Project Co-promoting Office), National Telecom Star Team Satisfying Customers (awarded by the Ministry of Information Industry), National Model Family for Employees (awarded by All-China Federation of Labor, National ‘3.8’ Red Flag Group (awarded by All-China Women Federation), 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
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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