Yao is one of the pioneer team members on the Emerge Beijing team, and has grown with the company since our Beijing office was incorporated in 2013.
To-date, Yao has been involved in several customer experience projects, mainly focused in the automotive industry in China. Some of these projects include customer complaint management, driving customer loyalty through service DNA, and customer service training and coaching. She has been responsible for the design of service and operational processes, documentation of service guides for different job roles, as well as the actual delivery and coaching of frontline personnel, amongst others.
Clients who have worked with Yao agree that she is a highly-empathetic individual, focused on building relationships.