YIRUI KE
London,United Kingdom
Summary
Results-driven Digital Operations & ESG Strategy Professional with 4+ years of experience in telecommunications and climate communication. Proven track record of scaling private domain user bases to 410,000 and boosting service penetration to 93% . Expert in Systems Thinking and Data-to-Business Bridging , specializing in Online-to-Offline (OAO) transformations and digital inclusion. Demonstrated success in aligning large-scale operations with ESG frameworks and UK net-zero policies.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work history
Front of house assistant
ZSHY LTD.
London
01.2025 - 01.2026
- Client Relations & Experience Management: Managed guest inquiries and service delivery in a fast-paced environment, ensuring high satisfaction through proactive communication and real-time problem-solving.
- Operational Efficiency: Coordinated cross-functional teams (kitchen and service) to streamline workflows and maintain service quality during peak hours.
Communication Intern
Manchester Climate Change Agency
Manchester
11.2024 - 04.2025
- Strategic Benchmarking: Conducted high-level research on CDP-A List cities (e.g., New York, London) to benchmark ESG narratives, directly informing Manchester's 2038 Net-Zero Communications Strategy .
- Policy-Driven Communication: Co-authored key sections of official strategic documents, translating complex climate data into accessible digital content for B2B and public audiences using Sprout Social and Hootsuite.
- Audience Segmentation: Developed targeted messaging frameworks for public and business sectors, optimizing channel selection (social media, local partnerships) to maximize engagement.
- Data-Informed Recommendations: Synthesized annual research into actionable insights, improving public involvement in climate initiatives through data-driven content planning.
Online Operation Group Leader
China Telecom Chongqing Yubei Branch
Chongqing, China
12.2020 - 06.2024
- Scalable Efficiency: Led a team of 9 specialists to serve 410,000+ users with a sub-1-minute response rate . Developed a standardized multimedia knowledge repository and SOPs that were adopted as 'Best Practice' by 3 other provincial branches.
- Systemic Transformation: Pioneered an OAO (Online-to-Offline) automated workflow supporting 900+ staff . Designed an Incentive Alignment Model to resolve internal stakeholder resistance, ensuring seamless digital-led business growth.
- Proactive ESG & Social Impact: Reduced monthly complaints by 20% across through fault-prediction algorithms and online pre-diagnosis. Redefined the service channel as a 'trusted companion' for vulnerable demographics, implementing anti-fraud verification and digital inclusion protocols for elderly users.
- Technical Innovation: Integrated AI-driven quality control tools and data visualization dashboards to monitor real-time performance and regulatory compliance across the digital ecosystem.
IPTV Product and Operation Assistant
China Telecom Chongqing New Media Dept.
Chongqing, China
10.2020 - 12.2020
- Competitive Benchmarking: Conducted systematic competitor analysis across major IPTV and OTT platforms (e.g., Unicom, Mobile, and private streaming services), identifying feature gaps and content trends to inform product iteration strategies.
- Content Maintenance & Quality Testing: Managed daily updates for the IPTV content ecosystem and spearheaded User Acceptance Testing (UAT) for new UI modules, ensuring 100% accuracy in content delivery and a seamless navigation experience.
- Product Optimization: Assisted in the launch of the IPTV Children's Version by executing rigorous content audits and A/B testing on interactive features, resulting in enhanced parental control and age-appropriate content categorization.
Education
Master of Arts - Digital Media, Culture and Society
University of Manchester
Manchester, England 09.2023 - 06.2024
Bachelor of Arts - Public Relations and Advertising
University of Westminster
London, England 09.2017 - 09.2020
Skills
- Technical: SQL, Data Visualization, Tableau, Sprout Social, Hootsuite, Mural, Canva, Video editing
- Soft Skills: Data-to-Business Bridging, Cross-cultural Collaboration, Proactive Conflict Resolution
- Strategic Operations: Digital Growth Strategy, OAO System Design, User Lifecycle Management, Stakeholder Engagement, SOP Development
- ESG & Sustainability: Digital Inclusion Strategy, Social Impact Assessment
LANGUAGES
Chinese (Mandarin) - Native
English - Fluent
Timeline
Front of house assistant
ZSHY LTD.
01.2025 - 01.2026
Communication Intern
Manchester Climate Change Agency
11.2024 - 04.2025
Master of Arts - Digital Media, Culture and Society
University of Manchester
09.2023 - 06.2024
Online Operation Group Leader
China Telecom Chongqing Yubei Branch
12.2020 - 06.2024
IPTV Product and Operation Assistant
China Telecom Chongqing New Media Dept.
10.2020 - 12.2020
Bachelor of Arts - Public Relations and Advertising
University of Westminster
09.2017 - 09.2020