Durand Yue

Customer Experience Manager @Applewood Auto Group

Surrey, BC, CA

Develop and implement strategies to enhance customer experience across all touchpoints-Monitor and analyze customer feedback to identify areas for improvement-Work with cross-functional teams to implement improvements that address customer needs and concerns-Monitor customer service metrics such as response time, resolution time, and customer satisfaction index to ensure KPIs are met-Manage customer service team, providing training and coaching as needed-Monitor and respond to customer feedback and reviews on Google and other platforms-Develop and implement processes to ensure consistent and high-quality customer service-Prepare reports on customer service metrics and present findings to management

City University of Hong Kong

BBA, Business Management