一 自我评价 / 职业目标
自我评价：
擅长与人沟通，本人拥有 4 年与内外部客户沟通的经验，具备很好的理解能 力 和亲和 力
2 年的客户服务部工作，在从事处理客户投诉、索赔、服务质量分析等工作中提升本人聆听能 力 并从可调配的资源中尽 力 解决*******公司运营成果。
1 年多的总经理秘书工作中，培养了本人优秀的跨部门沟通能 力 以及敏锐的观察 力 ( 例如细心留意各部门的业务发展，为总经理在经营方向的把握搜集数据、整理思路并把总经理的意向清晰地反馈出来 ) 得到总经理的好评 .
接近2年 的作业薪酬培训主管管理岗位经验，使自己成为一名实干的中层管理人员除了在领导下属方面做到知人善用，用人以诚；另外在上级作业部经理交付的任务项目能具备优秀的执行力，高效完成任务。 在作业支持组肩负将近一年的派送员激励奖金薪酬计算，通过合理运用 excel 、 access 等数据库公式在 2 天内准确计算所负责作业部将近 300 名派送员的激励奖金薪酬，提升了薪酬计算、奖金匹配的能力。另外，配合 hr 开发使用在线培训系统以及 people soft 系统完成作业部员工培训工作
职业目标：
********************************************
* 工作经验
中外运敦*******有限公司 ( 中外合资 )| 500 - 999 人 )
作业部支持主管（薪酬培训） | 分区作业部
2008 年 7 月 - 现在
工作地点：广州
汇报对象：作业部经理
下属人数： 6 人
工作职责和业绩：
1 负责分区作业部将近 300 名派送员的激励奖金计算工作，在合理分配件量和重量以及相对公平的前提下，灵活运用 excel 、 access 等多种 office 软件在有限时间内准确计算派送员薪酬，保证每月工资的及时发放。通过环比和同比以及敏感性分析等测量方法来整理历史薪酬数据，与部门经理一起制定 2009 下半年以及 2010 年的薪酬计算方案，从成本内控角度控制好派送员薪酬在总部 hr 给予的指标范围。
2 负责作业部超过 250 人的人员培训计划的整理、执行以及统筹工作，配合 hr 的 people soft 系统和在线培训系统的推广，定期每月更新部门业务知识的考核并对作业部员工的 idp 制定负责
3 负责出具分区作业部每月质量报告，包括件量重量分析报告、 派送员生产 力 量化报告、服务质量分析报告、以及派送员每天绩效报告，有助于分区作业经理、服务中心经理从数据上把握决策重点，从客观上解决问题。
4 通过有效地将调度组员工进行排班编组的方式组建调度员团队，合理地配置人 力 资源以保持同*******公司作业部的持续和密切的联系。在组内建立互助伙伴，搭配资深调度和资历浅的调度，保证团队工作质量。自 2008 年下半年接手作业支持团队以来，作业支持团队后勤数据匹配率从 86 ％提升到目前 99.18 ％，主要通过要求团队成员保持定期更新后台数据，持之以恒向其他职能部门反馈接收质量以及每月保持业务知识培训和考核，*******公司业务知识的及时更新以及灵活运用。
总经理秘书 | 分区总经理办公室
2007 年 5 月 - 2008 年 7 月
工作地点：广州
汇报对象：分区总经理
工作职责和业绩：
**公司提升为广州分区总经理秘书（主要协助总经理处理相关文档整理，数据分析以及传达指示等工作，在任职期间，多次独力筹备管理团队会议，细心的安排和切实的跟进工作得到同事以及总经理的好评。
离职 / 转岗原因：内部提升
客户关注专员 | 客户服务部
2005 年 4 月 - 2007 年 4 月
工作地点：广州
汇报对象：客户关注主管
下属人数： 8 人
工作职责和业绩：
中外运敦*******有限公司－客户关注专员（主要处理客户投诉*******公司的服务质量与各部门代表对行动改进计划*******公司的服务失败数据作归整，编写相关数据表，协助上级*******公司的服务趋势。
离职 / 转岗原因：内部提升为总经理秘书
三 教育背景
中山大学
2009 年 3 月 - 2012 年 1 月
工商管理硕士 | 工商管理类（营销 / 国际贸易 / 旅游 / 物流） | mba | 广州
专业描述：
在本科学习工商管理类的基础知识后，通过 3 年在企业基层以及管理层的工作经验积累，希望通过 mba 系统化地学习企业管理的原理、案例研究、决策管理等内容来进一步提升自己的管理水平和决策能力，做一名优秀的职业经理人
华南师范大学
2001 年 9 月 - 2005 年 7 月
人力资源管理 | 工商管理类（营销 / 国际贸易 / 旅游 / 物流） | 本科 | 广州
专业描述：
学习有关管理类范畴的基本知识，同时对于新兴的人力资源方面有了较深的接触，着重对招聘人员规划、薪酬管理、绩效管理、员工关系管理模块有较多的关注，希望从事的职业能与人相关，既可以学有所用亦可以发挥自己性格特长，利用亲和力和执行力发展自己
四 语言及方言
英语：熟练 粤语：母语 中文普通话：熟练 英语等级：大学英语考试六级 英语口语水平：流利
语言水平描述：
口语比较优秀，曾担任翻译
获得剑桥商务英语中级证书 (bec2)
托业考试 890 分（优秀）
1 self assessment / errorobjective
self assessment:
the first 2 years in customer service department, the cs experience built my communication skill. over 1 year secretarial work, i can learn from the sight from the gm and how to operate the company.
recently over 1 year management experience in operations support supervisor, i can act the excellent role to be the leader to listen to the subordinate more carefully and settle the issues high efficiently. i am also the good member of my boss coz i have the excellent executive ability and finish every task in time.
nearly 1 year’s time to handle the ops c &b job let me to involve in the human resource errorarea and operate the excel/ access and other office soft ware to let me calculate almost 300 couriers’ incentive timely and guarantee the company can send out the salary in time monthly.
career errorobjectives:
looking for the opportunity to develop myself in hr 、 sales and marketing errorarea and use the mba knowledge to guideline the daily work. to be the successful and professional generalist in my career.
summary/target job
current industry: transportation ·logistics current job category: quality ma nagement and c & b working experience:5 year(s) career level: mid career(2+ years experience) desired salary: negotiable desired job type: full time target location: guangzhou start working: negotiable
2 working experience
dhl sinotrans express ltd
joint venture| 500 - 999
operation support supervisor (c&b and training orient)
2008/08 - present
location: guangzhou
reporting to: cluster operation manager
number of people under my supervision: 6 people
responsibilities & achievements:
1 handles the couriers’c & b task like hr. i can operrate the office soft ware like excel 、 access smoothly and guarantee 300 couriers’incentive can be worked out and be paid timely every month.
base on the chain average and sensitivity analysis method to analyse the historic insentive data and prepare the new insentive plan for 2 nd half of 2009 and 2010. this is target to the head office hr’s full year demand.
2 operating the operation staff’s training programme and assit human resource department to implement the people soft system and online test system. i improve the question bank’s resource regularly every month and monitor the operation staff’s idp process and be resposible to this idp programme.
3 concentrate on the courier’s pererrorformance report and analyse the trend for the cluster operation manager to make decision.
4
check the dispatch system regularlly and analyse the dispatch data to find out the trendency of the opearation quality
5 handle the service failure in order to balance the relationship between the customer satisfation and the opearation cost
reason for quit: to look for better development of my career
secretary to general manager |gmd
2007/05 - 2008/07
location: guang zhou
reporting to: general manager
responsibilities & achievements:
be promoted to be the secretary to the guang zhou cluster general manager of dhl. the major work as below:
1 assist the gm to handle the paper work 、 analyze the report and do the presentation preparation ,etc.
2 coordinate with other section managers and deliver the gm\’s idea to them, help the instructions could be carried out asap.
3 hold the management meetings several times and also be the organizer of the annual dinner. i was praised by the department managers because of the considerate pererrorformance.
4 to be the second hand of the gm, help him to apply the t&e and arrange the daily schedule, relieving him burden of the work which is not related to the core business
customer care executive |cs
2005/04 - 2007/04
location: guang zhou
reporting to: customer care supervisor
number of people under my supervision: 8 people
responsibilities & achievements:
i was a customer care executive in dhl to handle the complaint and claim of the shipment. have the good experience of the communication with other departments via the service failure analyst. manage the data input and summarize, this leads to good command of the data trend.
reason for quit: promote to be the secretary
3 educations
sun-yet- san university
2009/03 - 2012/01
marketing| business administration| mba |guangzhou
major deerrorscription:
after learning the basic principle in my undergraduate period, i am fond of enterprise management work. i tried to learn more in my recent company dhl-sonitrans from some positions such as customer executive, the secretary of the general manager and the dispatcher supervisor. from the past working experience, i hope to manage the leader skill more efficiently; therefore i choose to do the further study in sun-yet-san university to access the mba degree.
south china normal university
2001/09 - 2005/07
human resource management| business administration| bachelor |gz
major deerrorscription:
learn the basis of the principle of management and focus more on the human recourse management.
4 languages
english: fluent cantonese: mother tongue chinese mandarin: fluent grade of english: cet 6 oral english: fluent deerrorscription:
pass the cambridge business certified (grade: advanced)
toeic ： 890 （ grade ： excellent ）
简历编号:2008677
猎头人才