WANG Mengxin

Identifying, quantifying and prioritizing pain points throughout the Customer Journey. Date analysis: defining KPIs and building reporting to support product and process improvement Project collaboration with the different stakeholder teams in order to define product & service roadmap Analyzing and optimizing Customer Service financial budget

Customer Experience & Customer relation - Quantifying & identifying customer pain points along the customer journey to track product and service performance, leading & executing pain-point-solving projects Proactive customer service - improving customer retention, executing loyalty retention projects and improved satisfaction to 93% Re-establishing client compensation policy and analyzing financial impact Customer service workflow re-organization, improved reactivity to 37min 1st response time

Digital projects development - Expedia, Digital RSA, Proactive Ins. Mapping the current customer journeys in all touch points PMO - Project planning, coordinating, and reporting. Defining key KPIs dashboard to be implemented to monitor results and enable continuous improvement Benchmarking European travel insurance, etc.

Preparation and edit of Newsletter and Brochure Coordination with external and internal communities on different topics Data entry and analysis (SAP tool) Participation in project planning and budget optimization Market studies on Interior glass market of Europe

Data analysis, acquisition and entry Revenue analysis Activity budget evaluation and optimization. Providing event supports (promotion, etc.). Coordinating with suppliers concerning local activities.