Zhaolin Meng

- Developed, implemented, monitored, troubleshooted tx email automation solutions that integrates data from Order Management System and introduced the solution as a new process across 20+ markets. - Mapped end-to-end supply chain cost from procurement, logistics to CS and follow up costs with high data granularity to highlight hidden costs in cooperation with Global Operational Planning. - Created Analytics Solutions for processes including forecast to stock, payment to delivery, return to refund.

- Drove customer service automation and process improvement projects, conducted Kaizen workshops, increased agent efficiency and ticket automation coverage rate using AI tools and chat bots. - Co-created strategies and implement improvements in CSAT and NPS for multiple markets and multiple channels. Set up phone CSAT data pipeline and developed Channel Efficiency Model. - Prepared data and maintained dashboards, conducted ad-hoc analysis, monitored Voice of Customers.

D2C E-commerce Entrepreneurship: Customizable fashion brand based in Shanghai. Annual revenue exceeded €200,000 since the 3rd year. - Conducted market research, developed branding and pricing strategy. - Responsible for Customer Lifecycle Management: designed order in-take process, standardised CRM, CX, CS and after-sales, designed loyalty program, established customer database. - Responsible for Supply Chain Management: material procurement, manufacture coordination, quality, logistics.

Student's DelegateActivities and societies: Student's Delegate Specialization: Strategy and Change Grade: 1.5 Master Thesis: "Bridging the Worlds of Tech and Business - Investigating Intermediary Job Roles in the Development and Management of AI Applications", at LMU Institute for Digital Management and New Media, with Prof. Dr. Benedikt Berger (WWU Münster)