Siwei Wang
Dartmouth,Canada
Summary
- Program Management: Led multiple teams to achieve strategic business goals.
- Data-Driven & Process Excellence: Strong background in analyzing data to monitor KPIs, identify gaps, and implement solutions to improve efficiency and enhance satisfaction.
- Financial Reconciliation: Financial statements(I/S, B/S, cash flow), and Financial ratio analysis.
- Crypto services: Including trading, deposits, withdrawals, staking, margin trading, and futures at Binance.
- Training & Development: Experience in creating training materials.
- Pursuing CSC certification, soon licensed
Overview
14
14
years of professional experience
Work History
Permit Associate
Nova Scotia Power
05.2024 - Current
- Navigate the NSP applications associated with permitting and inspections
- Create and manage contractor records, permits, work orders, and service orders
- Schedule inspections and NSP truck resources
- Discuss and manage fee schedules and wiring permit accounts
- Created 8 process flow charts and developed 8 call scripts
Mobility and Roadside Assistance (RSA) Manager
Jaguar Land Rover China
04.2020 - 12.2022
- Led a supplier team of 29 individuals(13 KPIs met) and managed performance across 242 nationwide retailers to ensure alignment with company-wide operational and customer experience goals
- Led the design and implementation of a customer lifetime experiences program across the China market, resulting in a remarkable 200% ROI
- Developed luxury customer experiences including optimizing mobility services options to cater to diverse travel needs and collaborating with product and engineering teams to increase digital transformation rate from 72% to 80%, enhancing transparency and efficiency
- Collaborated with cross-functional teams to streamline support activities and foster continuous improvement, resulting in a notable increase in road assistance customer satisfaction rates from 92% to 98%, ranking #1 globally for JLR
- Demonstrated expertise in creating comprehensive weekly, monthly, quarterly and annual reports, as well as ad-hoc analyses, providing actionable insights and recommendations to senior management for informed decision-making
- Efficiently managed budget allocation and advocated for additional funding to enhance customer retention and business profitability
- Supported vendor staff development and training initiatives
Customer Service Training Manager
Binance
07.2019 - 03.2020
- Developed and optimized training materials for cryptocurrency trading, deposits, withdrawals, lending, staking, margin trading, futures, C2C, and other financial services, collaborating closely with the compliance team to ensure all content adheres to regulatory standards and internal policies
- Developed 18 training slides for Binance’s main platform, as well as 9 training slides and 9 facilitator slides for Binance.US
- Created and optimized 120 macro scripts used by chat agents
- Led a team of 4 trainers, ensuring all staff were knowledgeable in cryptocurrency operations, contributing to improved customer service and operational efficiency
- Utilized performance metrics to analyze training effectiveness, leading to actionable insights for process improvement and increased customer satisfaction
Learning and Development Consultant
Percepta
09.2016 - 11.2018
- Established Ford and Lincoln APP operations team alongside the Contact Center Manager
- Created annual training plan, budget, and executed training initiatives
- Conducted new employee, customer service, and leadership training
- Identified business training needs, organized, implemented, and evaluated learning events
- Translated and localized training materials from Ford and Lincoln headquarters for the Chinese market
- Collaborated with IT to localize Microsoft Dynamics CRM system
Training, QA and Process Manager
Shanghai Yiguo E-commerce Co., Ltd
03.2015 - 07.2016
- Identified, analyzed, organized, implemented, and evaluated business training needs and development events
- Planned and monitored knowledge product development and set knowledge management solutions
- Collaborated with IT to design and build a knowledge base management platform
- Mapped and documented operational processes, ensuring alignment with best practices and business goals
- Addressed collaboration and communication gaps, fostering cross-functional improvement
- Developed and managed performance metrics and KPIs
Learning and Development Consultant
Percepta
08.2011 - 02.2015
- Launched the Jaguar Land Rover CRC in collaboration with the Customer Relationships Centre Manager
- Led multiple projects, including the WTB program (Welcome to Brand) and case management digitalization, by defining system development requirements and completing user acceptance tests
- Conducted induction training for approximately 110 new hires
- Identified gaps in process efficiency and customer service agents' knowledge and skills; designed and delivered targeted customer service training to address these gaps
- Maintained and utilized a knowledge base of products, services, and compliance to achieve a 92% customer satisfaction rate
- Translated and optimized English training materials
Education
Business Administration - Financial Services
Nova Scotia Community College
Dartmouth, NS04.2025
Bachelor of Arts - English
Shenyang Normal University
Shenyang, China06.2002
Languages
English
Full Professional
Chinese (Mandarin)
Native or Bilingual
Timeline
Permit Associate
Nova Scotia Power
05.2024 - Current
Mobility and Roadside Assistance (RSA) Manager
Jaguar Land Rover China
04.2020 - 12.2022
Customer Service Training Manager
Binance
07.2019 - 03.2020
Learning and Development Consultant
Percepta
09.2016 - 11.2018
Training, QA and Process Manager
Shanghai Yiguo E-commerce Co., Ltd
03.2015 - 07.2016
Learning and Development Consultant
Percepta
08.2011 - 02.2015
Business Administration - Financial Services
Nova Scotia Community College
Bachelor of Arts - English
Shenyang Normal University
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