Susan Lou
Marketing\Customer Service
Summary
A dedicated and reliable professional known for a strong sense of responsibility and timely feedback. Exceptional communication skills, able to resolve conflicts and align internal and external stakeholders to achieve common goals. Strong execution abilities with excellent adaptability and problem-solving skills, ensuring smooth and efficient operations across diverse tasks and projects.
Overview
12
12
years of professional experience
2
2
Languages
Work History
International E-commerce & Customer Service
Yiwu Louzhaocheng Leather Goods Co., Ltd.
08.2023 - 12.2024
- Managed daily operations for cross-border e-commerce platforms, optimizing product listings, inventory, and order processing for smooth business operations.
- Coordinated international logistics, ensuring timely deliveries and efficiently handling returns and exchanges, improving customer satisfaction.
- Delivered exceptional customer support via email and live chat, addressing product inquiries and resolving post-purchase issues.
- Monitored and analyzed customer feedback to identify trends, enhance customer experience, and drive sales growth.
- Managed and optimized social media and e-commerce platform engagement, increasing brand visibility and customer interaction.
- Successfully expanded into overseas markets, acquiring a significant number of new customers and driving business growth in international markets.
Marketing Events Manager
Sohu.Com Limited
12.2012 - 06.2017
- Orchestrated nearly 100 marketing events annually, leading all aspects from planning, budgeting, resource integration to on-site supervision. Managed a wide range of events, including product launches, promotional campaigns, and large-scale industry conferences.
- Spearheaded cross-industry partnerships, securing collaborations with top brands such as Audi, Magnum, Coca-Cola, 21cake, Cotton Times, and Unilever, driving brand visibility and business growth.
- Streamlined event planning by defining clear requirements and prioritizing resources based on event scale and impact, ensuring optimal use of budget and manpower.
- Expertly managed event budgets, achieving high ROI by delivering impactful events while staying within budget constraints.
- Led a high-performing event team, fostering growth through structured mentorship, delegation, and streamlined workflows, resulting in increased efficiency and successful project outcomes.
Education
Bachelor of Science -
Xi'an Jiaotong University
04.2001 -
Skills
Complaint resolution
Live chat support
E-commerce platforms
Shipping procedures
Cross-functional coordination
Record preparation
Spreadsheet tracking
Billing management
Timeline
International E-commerce & Customer Service
Yiwu Louzhaocheng Leather Goods Co., Ltd.
08.2023 - 12.2024
Marketing Events Manager
Sohu.Com Limited
12.2012 - 06.2017
Bachelor of Science -
Xi'an Jiaotong University
04.2001 -