Ma Xiaozhi

Responsible for recruitment, performance management, and employee relations, aligning HR strategies with business objectives in a cross-cultural environment.

• Talent Acquisition & Localization: Built diversified recruitment channels and talent pipelines, reducing hiring cycle for key roles by 30%. Ensured compliant and efficient onboarding aligned with Saudi labor laws and localization requirements.
• Performance & Organization Development: Partnered with HRBPs to optimize performance systems, improving employee satisfaction by 30% through customized goal setting and data-driven talent evaluation.
• Employee Relations & Culture: Strengthened engagement and retention by implementing cultural initiatives and employee programs, enhancing team cohesion and sense of belonging.

Provided multi-channel customer support for clients in China and overseas Chinese markets, handling 50+ inquiries daily across account setup, payment operations, and compliance.

• Achieved 95%+ first response rate via chat and email, leveraging phone support to resolve complex issues and enhance customer experience.
• Maintained CSAT above 90%, consistently receiving positive client feedback and internal recognition.
• Identified recurring issues and drove knowledge base and process improvements, increasing team resolution efficiency by 20%.
• Developed strong cross-cultural communication skills, delivering tailored solutions in a multilingual environment.

• Analyzed sales data and trends to identify new growth opportunities and optimize sales performance.
• Developed promotional materials and conducted product demonstrations to increase brand awareness and sales.
• Internship