Yanzhong Gu

Customer Success and B2B Account Management professional with 6+ years of cross-border customer-facing experience and 2 years of e-commerce operations experience. Managed 20+ overseas accounts and 1 key account, achieved repeat purchases from approximately 90% of managed accounts, and resolved 40+ customer cases through CRM-based follow-up, product education, issue escalation, and cross-functional coordination. Strong in platform/product training, account management, customer communications, renewal/repurchase follow-up, commercial coordination, reporting, and data-driven customer support.

Overseas Sales / Account Management - Xi'an NovaStar Tech Co., Ltd.

(2023-03)

Managed 20+ overseas accounts and 1 key account across the customer lifecycle, covering needs analysis, product selection, quotation support, order follow-up, renewal/repurchase follow-up, issue resolution, and long-term relationship management.

• Delivered product presentations and customer education during 30+ customer visits using PPT and simulation software, helping customers understand product value, compare solutions, and make informed purchase decisions.
• Resolved 40+ customer cases related to quotation, delivery schedules, logistics, returns, after-sales, and product-use issues, maintaining an average response time of approximately 12 hours through coordination with product, technical, business, logistics, and after-sales teams.
• Used an internal CRM system and Excel to document customer profiles, purchasing cycles, order history, project progress, visit records, after-sales issues, and pipeline stages, supporting customer segmentation, opportunity prioritization, and follow-up planning.
• Drove repeat purchases across overseas distributors and system integrators, with approximately 90% of managed accounts generating repeat orders; increased one key account's purchase volume by 40% through regional sales analysis, upsell/cross-sell recommendations, renewal/expansion follow-up, and internal issue coordination.

E-commerce Operations / Data Operations - Shenzhen Smartcom Business Co., Ltd.

(2021-07 - 2023-02)

Managed product information, campaign configuration, operational task execution, and data statistics for Huawei's self-operated online store, supporting daily platform operations and campaign launches.

• Prepared daily platform reports based on online store data, covering product performance, campaign activity, operational metrics, and data statistics to support performance tracking and internal decision-making.
• Built VBA and Python automation workflows for product data collection, integration, cleaning, classification, and analysis, reducing data integration and cleaning time by approximately 50%.

Overseas Sales Assistant / E-commerce Operations - Taizhou Yihong Industrial Co., Ltd.

(2018-11 - 2021-06)

Supported overseas customer inquiries, quotations, product specifications, order follow-up, and customer issue resolution by coordinating with business, product, and production teams.

• Supported South American and North American customer visits and commercial negotiations, using Spanish and English to understand customer needs, communicate product value, and support business development.
• Participated in e-commerce platform setup and daily operations, and developed VBA/Python tools for quotation calculation, product matching, and customer data processing, improving quotation and data organization efficiency by approximately 90%.

Master's Degree - Hotel Management - University of Barcelona (2015-09 - 2016-06)