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The learning development and career planning of each company's employees will help retain talents and make good use of them, which will have a significant impact on the organization. I think my role is to reshape the company's organizational culture and management capabilities as a whole.

Employee training and development is key to maintaining organizational agility and competitiveness.
With 20 years of experience in business management, personnel development and business management, budget, strategy, and cost management have become my specialty and advantage.

Cal State LA

中國科技大學(台北校區)

Managerment Director 

黃靖琳 Jacklyn

HS Business Management Consultant

Consultant 

Assist enterprises in the following consulting services 
1. CRM and customer service system import
2. Company organization re-planning and personnel inventory
3. Employee career planning and retention plan 

台灣台北市

Scope of work and achievements:
Promote the company's digital transformation, carry out big data analysis, group informatization strategic planning, and integration and utilization of cross-departmental resources

1. Improve the operation process of the customer service center of each unit of the administrative headquarters, and improve the efficiency of operation
2. Suggestions on the system and organizational planning of the customer service center of the administrative headquarters and new business development services to improve the professional image of customers and customer satisfaction
3. Policy member CRM management and member website construction, user demand interviews, member marketing marketing plan planning, click-through rate and marketing project effect analysis
4. Introduction to the digital technology service system of the insurance industry:
 A. Text customer service, AI intelligent customer service selection import
 B. Selection and introduction of CTI call system in customer service center
 C. Customer service digital system improvement plan
5. Collect market information and dynamics of the insurance industry, and promote the realization of the internal and company business goals

主職掌為帶領中嘉客服行銷營運中心: 包含數位客服中心，電話行銷中心， 績效暨營運管理服務部
公司營運面主掌:
1. 財務面: 
    a. 年度預算規劃與掌控
    b. 用人和公司支出成本掌控
    c. 業務收入和獎金支出掌控
2.行銷服務面: 強化電商Sales & Marketing 的功能，品牌價值的建立並擴大公司品牌效益。
3.管理部 : 人力招募和教育訓練規劃: 
    a. 選訓育用留，從招募到用人觀察以及汰換，規劃人員職涯發展和晉升制度建立
4. 新舊會員TA經營和效益提升

經營管理範疇以及工作成就: 
1.掌握客服中心和電銷sales團隊績效，績效成果: 
    a.客服接聽率90%
    b.客服OB銷售率90%
    c.電銷Sales銷售業績達成110%
2.領導管理中心進行電訊寬頻產業資訊分析、績效分析及市場動態搜集

中嘉數位股份有限公司

Operation of  Director 

1. Improve the internal operation process of the headquarter, and
enhance the efficiency of operation.
2. Immediately provide planning suggestions and new development
services for the customer service center of the headquarter to
enhance the professional image of customers and customer
satisfaction
3. Plan KPI indicators and operational indicators for the customer
service center
4. Digital technology service system introduction: text customer
service, AI intelligent customer service, call service system of
customer service center, and so on.
5. Member CRM management and website update operations
6. Information collection of relevant industry markets to achieve 
the operational goals

工作範疇和成就:
推動公司數位轉型，進行大數據分析，集團資訊策略規劃，跨部門資源整合運用

1.改善行政本部各單位客服中心營運流程，提升營運及運作效益
2.行政本部客服中心系統和組織規劃建議及新業務開發服務，以提升客戶專業形象與客戶滿意度
3.保戶會員CRM管理與會員網站建置、使用者需求訪談，會員sales & marketing 行銷方案規畫、點擊率和行銷專案成效分析
4.保險業數位科技服務系統導入: 
    a.文字客服、AI智能客服選商和導入
    b.客服中心CTI話務系統選商以及導入 
    c.客戶服務數位系統改善規劃
5.保險產業市場的資訊及動態搜集，以利單位內部及公司營運目標達成

TransGlobe Life Insurance, Inc. 

Administration - Planning Section Manager

Responsible for outsourced operation projects
Outsourcing industries include financial industry/3C/FMCG consumer products and other leading companies in various industries.

Main Responsibilities:
1. In addition to being responsible for the operation and management of the outsourced customer service center, he also acts as the account manager to sell and promote the company's technology and system modules to existing customers.
2. Assist the client in making brand marketing suggestions for the industry, and observe the development trend of the industry and provide it to the owner to achieve the established goals.

Job Scope and Business Achievements:
1. Operation of customer service centers and telemarketing centers in individual industries, assisting owners in improving brand service quality
2. Improve the professional image of the owner (customer) and customer satisfaction
3. Personnel recruitment interview and personnel career development system establishment and reserve supervisor education and training arrangements, establishment and implementation of subordinate training methods and assessment plans.
4. Construction of personnel training and career development management methods, construction of customer service standard operating procedures.
6. Assist customers in the consumer industry to build member CRM systems and e-commerce management

負責委外營運專案
委外產業包含金融業/3C/FMCG消費性產品等各產業龍頭公司。

加分亮點: 
1.在負責委外客服中心的經營管理之外，並擔任Account manager，將公司技術和系統模組對既有客戶之銷售和推廣。
2.協助客戶針對該產業進行品牌行銷建議，以及觀察產業可發展的趨勢並提供給業主達成既定目標。

工作範疇和經營成就:
1.個別產業之客服中心和電銷中心運營，協助業主提升品牌服務品質
2.提升業主(客戶)專業形象與客戶滿意度
3.人員招募面談和人員職涯發展制度建立和儲備主管教育訓練安排，建立並實施部屬訓練辦法和考核計劃.
4.人員訓練與職涯發展管理辦法建構、客戶服務標準作業流程建構。
6.協助消費性產業之客戶建置會員CRM系統和電商經營管理

Telexpress

Operation manager 

1. Project planning, execution, control, cost control and resource coordination on the company website (YongCing .com). 
2. Inter-departmental communication and coordination, problem tracking and resolution 
3. Convening, recording and urging progress of project development meetings
4. Communicate and coordinate project progress with outsourcing vendors Coordination and improvement of product quality delivery issues

1. 公司網站(永慶房仲網以及有巢氏)專案規劃、執行、掌控、成本控制及資源協調。
2. 跨部門溝通協調、 問題追蹤及解決
3. 專案開發會議召集、記錄及進度跟催
4. 與外包廠商溝通協調專案進度
5. 驗證專案，問題追蹤及解決方案時程控管
6. 外包廠商網站產品品質交付問題協調及改善

Yungching Real Estate Corp.

Project manager 

In the last six years, I have been planning and designing travel e- commerce platforms and was responsible for website product sales planning, website mechanism planning and website product negotiation.

Also, responsible for product launching and their marketing strategy; travel product e-commerce platform construction; customer service process planning and performance report analysis. 
Managing  marketing  specialists and customer service center.

1. 負責旅遊電商平台整體運營及維護
2. 品牌電商會員制度規畫及操作, 新合作通路開發及建置管理
3. 網路行銷策略規劃, 執行及活動成效分析
4. 每月電商平台的商品活動規劃,上架銷售監看
5. 擔任網站產品行銷企劃和網站系統規劃
6. 負責旅遊產品洽談以及行銷策略擬定
7. 旅遊產品客服服務流程規劃
8. 部門業績報表分析等，管理人員包含企劃和客服

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