2010年中国最佳呼叫中心管理人：陈汉文

||2010-11-01

陈汉文  IBM 中国全球服务中心客服服务部经理

获奖介绍：现任于IBM 中国全球服务中心, 客服服务部经理. 在IBM效力的7年当中，担任了多项职务和接受了多项项目挑战;2003 – 2006 担任银行项目客户服务组长,主要职责：领导银行项目从香港过渡到深圳，保持高效率以及高质量完成整个过程。在资源整合项目中担任重任;2006-2007 客服服务部项目经理,作为一个客服服务部项目经理，我已带领团队完成多个项目迁移，其中涉及多个行业, 例如个人计算机行业，汽车公司;2007客服服务部经理,主要职责：作为IBM客户服务部经理，兼顾客户服务部人事管理和通过以下方法来保证专业的高质量服务：提供高质量服务-遵循ISO20000标准流程；保证高效率和高产出-执行IBM GDF的理论 （Lean 概念）；标准KPI指标-运用一体化和行业内标杆指数管理团队；技能发展-鼓励和培养客服代表多方面技能以及支持证书考核，实现最新的技术支持。

Brief introduction of the Winning Units:James Chan, Manager of Customer Service Centre in IBM Delivery China. I was promoted as Manager of CSC since Oct 2008.  I had been taking up various key roles in the past 7 years in IBM. 2003 – 2006 Sevice Desk Team Leader for Banking Project
Lead the transition project successfully and maintain the high quality in delivery.Key role in Call Center Consolidation Project (HK to SZ);2006 – 2007 Service Desk Transition Leader As a Service Desk Transition Leader, I had completed several different transition projects in different clients (such as Personal Computer Industry, Vehicle Company);2007 – Now Service Desk Manager,I am a Manager of Customer Services Centre.  I am responsible of People Management and the overall Delivery Quality by following management methods : High Quality in Service Delivery – Standard Process & Procedure with ISO20000 conformed.High Efficiency & Productivity –Implement IBM GDF Methodology (Lean Concept).Standard KPI – Managing the Team’s performance by using Standard & Industry Performance Meter.Skill Development & Enhancement – Encouraging staffs to further study the Call Center related Certification and up to date technical skills (e.g. Microsoft & Network Course)

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