Liam Zhan
About Liam Zhan
Liam Zhan is a Service Delivery Operation professional at DJI, where he manages complex tasks related to order logistics and customer feedback analysis. He has a background in Public Administration and has held various roles in the banking and technology sectors, demonstrating strong leadership and operational skills.
Work at DJI
Liam Zhan has been employed at DJI since 2020 in the role of Service Delivery Operation. In this position, he manages complex tasks related to order logistics anomalies, financial disputes, and overseas VAT tax issues. He plays a crucial role in analyzing customer feedback data to identify common pain points in order returns and refunds. His responsibilities also include optimizing end-to-end order delivery processes based on customer insights to enhance the overall purchasing experience.
Education and Expertise
Liam Zhan studied at Guangdong Pharmaceutical University, where he earned a Bachelor’s degree in Public Administration from 2010 to 2014. His educational background provides a foundation for his current role, where he applies analytical skills to improve service delivery. His expertise includes handling complex logistical issues and optimizing operational processes based on customer feedback.
Background
Before joining DJI, Liam Zhan worked at Standard Chartered Bank from 2014 to 2018 as a Coach/Mentor. In this role, he led a team and focused on improving operational efficiency. He also worked at Apple as a Sales Specialist from 2018 to 2020, where he gained experience in customer service and sales processes. His career trajectory reflects a consistent focus on service delivery and team leadership.
Leadership and Team Management
In his current role at DJI, Liam Zhan leads a team of 5-6 members, ensuring the smooth operation of online order return and exchange support services. He guides his team in drafting and refining Standard Operating Procedures (SOPs) to enhance group efficiency and goal orientation. Additionally, he has been involved in building, training, and mentoring overseas outsourcing teams, showcasing his leadership capabilities.
Skills and Competencies
Liam Zhan excels in time management and prioritizing multiple tasks effectively. He coordinates cross-departmental efforts to address customer dissatisfaction during the order process. His analytical skills enable him to identify and resolve issues related to order logistics and customer feedback, contributing to improved service delivery and customer satisfaction.