Jenny Zhang
About Jenny Zhang
Jenny Zhang is the Senior Customer Service Manager at Asurion, with extensive experience in customer service management and a history of leading successful transformations and achieving top performance in the APAC region.
Senior Customer Service Manager at Asurion
Jenny Zhang has held the position of Senior Customer Service Manager at Asurion since 2015. Based in Shanghai City, China, she has overseen significant initiatives and transformations within the company. Her tenure is marked by notable achievements, including transforming the service center from a voice service model to a digital service model. She also developed and implemented the China NPS framework, leading her team to maintain a strong NPS record. Additionally, she played a critical role in reversing the long-term KPI failures at the China Customer Service Center in just six months. In 2018, her leadership contributed to the APAC team's BEST PERFORMANCE reward.
Previous Role at Eastman Kodak
Before joining Asurion, Jenny Zhang worked at Eastman Kodak as Service Operation Manager from 2011 to 2014. During her three years at the company, she was responsible for managing service operations and improving customer satisfaction. Her role included overseeing teams, optimizing service processes, and ensuring high levels of performance and efficiency.
National Customer Service Manager at TNT
Jenny Zhang served as the National Customer Service Manager at TNT from 2007 to 2011. Over her four years in this role, she managed national customer service operations, driving improvements in service delivery and customer satisfaction. Her responsibilities included team leadership, performance management, and strategy implementation to enhance service quality on a national scale.
Educational Background
Jenny Zhang holds a Master of International MBA (IMBA) from HongKong University, completed between 2010 and 2012. This advanced education provided her with a strong foundation in international business management, which has been critical in her various managerial roles. Additionally, Zhang earned a Bachelor’s degree in Ethics, Politics, and Education from Peking University.
Consistent Top Performance in APAC Region
Throughout her career, Jenny Zhang has consistently achieved top performance results across the APAC region. Her strategic leadership and operational excellence have been recognized through various achievements, including leading her team to win the APAC BEST PERFORMANCE reward in 2018. Her ability to maintain high standards and drive performance has made her a respected leader in the customer service industry.