2006中国最佳呼叫中心管理人:厉朝阳

客户世界 | 2015年7月12日 | 会员服务 | 评论已关闭 | 1897

客户世界|CNCCA |2006-09-14

厉朝阳:招商银行信用卡中心客户服务部总经理

获奖理由：

厉朝阳先生毕业于浙江大学,获硕士学位，1993年6月开始任职于招商银行总行，2001年11月至今在招商银行信用卡中心客户服务部担任总经理。在厉先生的领导下，招行信用卡中心客服部迅速发展壮大。从2001年筹建运作至今，客户服务部从最初的50人团队扩展到如今700人的规模，从最初人工日均处理能力5000通发展到如今的70000通，服务全国500万客户。厉先生在管理中，强调四个观念：合作、练达、行动、反思。本着这四个观念，在业务运营中，对各个环节厉先生都鼓励尝试，在实践中不断完善。在厉先生的领导下，客户服务部完成了基本组织架构的建设，各业务单位功能职责分明、定位准确，有效保证了客户服务部整体运作效率，为今后各业务职能的细分起到奠基作用。此外，还成功的推出了购汇、分期邮购等国内首创业务功能，IVR三期、网银三期、电访、申诉作业平台的开发完成和顺利上线，有效的提高了客户服务部的整体服务能力。“以人为本”的员工管理思路，融洽了组织气氛，增强了员工积极性及稳定度。厉先生所领导的客户服务团队，也凭借其领先的服务水准、人性化的服务理念赢得客户的好评和业界的推崇，连续三年内屡获殊荣，建立起中国信用卡领先的客户服务理念。

Reason For the Recognition

Mr. Li Chaoyang began working in the head office of China Merchants Bank in June 1993, and has served as general manager of credit card Customer Service Center (CSC) of Merchants Bank since November 2001.CSC has developed rapidly with amazing speed under the leadership of Mr. Li. The Customer Service Department of China Merchants Bank Credit Card Center has been established for 5 years from 2001 and has expanded its scale from 50 people to more than 700 people. The phone calls received by customer service representatives every day increased from 5000 calls at first to more than 70,000 calls now. They provide service to more than 5 million customers throughout China. Mr. Li, in his management, emphasizes four ideas: cooperation, sophistication, action and reflection. Based on these four concepts, Mr. Li encourages all the staff to make attempt in all aspects in the business operation and keep on improving in practice. The Customer Service Department has completed the construction of the basic framework and all business units take definite responsibilities and make accurate decisions. The CMB customer service team led by MR. Li has won many achievements and awards during 3 years because of the advanced service and humanized philosophy of customer service, and establishes a leading credit card customer service philosophy in China.

评审单位：

中国电子商会呼叫中心与客户关系管理专业委员会
信息产业部呼叫中心标准指导委员会
客户世界机构(CCMWorld Group)

2006年9月

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