Shou-Hui Yuan
Executive Vice President, Head of Retail Banking Operation
Achievement
Shou-Hui has established a complete system for the service, production capacity and customer complaint management of the telephone customer service business, leading the service team and successfully transforming it into a sales team while contributing to significant growth in sales.
She has also created a professional and customer-friendly branch service model that helped the bank win several times in The Best Service Award in Taiwan.
She has also created a professional and customer-friendly branch service model that helped the bank win several times in The Best Service Award in Taiwan.
Career
Project Manager, Customer Service
Telexpress Corporation
Customer Service Center Specialist and Supervisor of Educational Training
Citibank Taiwan
First Class Purser
Cathay Pacific Airways
“Treat people with sincerity and approach matters with perseverance.”
Education & Honor
Chinese Culture University
Bachelor, Chinese Literature
Key Experience
Implementer of customer satisfaction and NPS projects
• Introduced the customer satisfaction measurement and NPS scheme into service channels such as Branches, Financial Consultant, Call Center and Digital Platforms, achieving the average customer satisfaction score over 98% since 2011
Awarded The Best Service in Taiwan
• Established a mystery shopper program, embedded the brand concept of "We Care" of KGI Bank within the service channels, and won the top 3 award of The Best Service in Taiwan of domestic banks for several consecutive years since 2019
Meet our executive vice president
Executive Vice President, Theresa Wu