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Flora (Xiuzhen) Zhang is an accomplished professional with extensive experience in customer experience and quality assurance within the travel industry. Currently serving as the Global Head of Customer Experience/Quality Assurance at Trip.com Group since July 2020, Flora has previously held several key positions at the same company, including Senior Director of Professional Service and Product in the Accommodation Business, where significant achievements included the implementation of new technologies that enhanced service efficiency and reduced turnover rates. Flora has also driven remarkable growth in the travel insurance sector, achieving a 200% year-over-year increase, and has led the development of pivotal service management systems. With a solid educational background including an MBA from the Massachusetts Institute of Technology, a Master of Public Administration from Columbia University, and a Bachelor's degree in Materials Engineering from Taiyuan University of Technology, Flora brings a wealth of knowledge and expertise to the field.