2010中国最佳呼叫中心管理人：郭丛娜

||2010-11-01

郭丛娜  中信银行信用卡中心客户服务部

获奖介绍：郭丛娜，女，1981年9月出生，河北人，大学毕业，2004年参加工作。2004年6月至2008年7月，招商银行电话银行中心，历任业务代表、培训讲师、证券基金施业务主管。2008年8月入职中信银行信用卡中心，先后担任客户服务部服务支援室室经理、投诉管理室室经理职务，主要负责客户服务管理、客户关系管理、投诉管理等多项涉及卡中心整体服务质量核心的重要运营工作。

在工作成果方面，带领团队有效控制卡中心整体投诉率始终保持在万分之五的目标值内，并始终秉承“客户的投诉信息如果能被正确对待和正确处理，那么将是企业内非常有价值的信息”，且始终坚信“客户投诉将成为企业及时建立客户忠诚度的契机，能在客户投诉过程中所获得的信息可促进企业的成长”。由此在08年带领团队期间以优异的成绩被评为“中信银行信用卡中心2008年度优秀团队”；

Brief introduction of the Winning Units:Congna Guo , born in 1981, Started to work in customer service area from 2004. Served as Sales Representative,trainer, business executives of  securities Fund in China Merchants Bank Telephone Banking Center.Since the entry of CITIC Bank Credit Card Center in August 2008, Guo served as manager of Service Support Office and Complaints Management Office to take charge of Customer Service Management, Customer  Relationship Management, Complaints Management and so on, which are deeply involved in the core operations of the Card Center.

Guo displayed her talent of leadership mainly through the successful management of customer relationship and over 300 hundred member inbound service team management.  Guo believed that “A serious attitude to the complaint information will lead to a valuable future.”  Further more, she never doubts that “Customer complaints create opportunities for deeper customer loyalty” ”The message we learn from customers will promote a business growth.” For this reason, her team was honored  “Outstanding Team in 2008 of CITIC Bank Credit Card Center” .

责编：tianwf

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