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先前分別在跨國網路公司負責台灣客戶開發與經營以及在新創軟體公司負責客戶端上線流程專案以及用戶端技術服務支援之客戶服務。具備對客戶成功，銷售與客戶支援等相關領域的經驗。

Shih Hsin University

Customer Success Associate Manager

Kurt Chien

Snapask 知之有限公司

- Implemented Zendesk Sell as CRM system across regional offices for CS team to streamline sales funnel and enhance customer experience. Handled coordination and communication between stakeholders to ensure data accuracy and followed up on bug fix updates
- Initiated campaigns to meet business objectives. Successful campaigns such as designing psychological test to promote product knowledge and to reduce inbounds. The insights collected were used for upsell/cross-sell planning purpose  
- Introduced Consultancy Program throughout onboarding process aimed at reducing churn rate and increasing upsell/cross-sell rate. After implementation in Oct 2021, results show that new users’ first month churn rate dropped by 10% while upsell success rate increased by 15%
- Studied users’ behavior by analyzing profile details and customized approaches based on users' personal needs to increase cross-selling. With more relevant information provided and communicating through the right channel, cross-sell rate has begun to see improvement


- Handling customer care cross-platform inbounds Uservoice by cooperating with tech team to solve issues raise by customers and provide accurate and timely response. On monthly basis, consolidate and analyze issues collected for feature/product development purpose. 
- FAQ content management and respond to user reviews on both Apple Store and Play Store. FAQ content including newly added features updates and regular adjustment based on inbound trends to ensure FAQ quality and improve user experience. 
- Liaising with sales teams in Los Angeles, Thailand, Brazil and India as well as app development team in Taipei to identify and resolve technical issues and ensure that project deadlines are met. As a result of my implementation of Asana as a work management platform for hosting projects involving US Team and APAC Team, several projects have been successfully completed in a timely manner and miscommunications and errors have been vastly reduced. 
- Creating and maintaining web sign-up process allowing customers to complete signup and providing information required for the creation of personalized apps in both iOS and Android operating systems. 
- Tracking and analyzing data of the sign-up and implementation processes of new apps to identify directions for streamlining and refining work flow. Improvements initiated and implemented by me have resulted in a 35% reduction in time required for end to end process since product roll-out in August 2018.

Escapex Limited

Customer Care Manager

- Researched local travel industry trend and market intelligence on monthly basis to report to HQ in Hong Kong for forecasting and future quarter business planning. 
- Worked with local major travel agencies on promoting MICE group to Hong Kong, hosted workshops to promote up To TILL MICE offering by HKTB. 
- Collaborated with major travel agencies and airlines in Taiwan on co-op marketing campaigns to promote attractions, hotels and events in Hong Kong to local market Taiwan . Provided Hong Kong trade partners with local market trend to expand their business outreach in Taiwan market channels. 
- Contact window for OTA partners Expedia, Booking.com, KKday, Klook as marketing channel to promote events and reach KPI by exposure measurement

Hong Kong Tourism Board

Trade Marketing Executive

- Established and maintained relations with existing and prospective partners, managed performance by providing consultation to hotel/B&B partners based on analysis of market trends using data from Insight, resulting in increased performance by all partners. 
- Managed cross-office projects and implementations and conducted weekly catch-ups and quarterly meetings with China Operations team leaders to successfully achieve a 100% on-schedule project completion rate. 
- Over-achieved acquisition target on most quarters on designated region by cold calls, market visits and workshop hosting. In charge of identifying list of properties to acquire based on demand and estimated value per quarter in second-tier cities. 
- Conducted new functions and system trainings to hotel partners and collecting feedbacks and data for product refinement. Work as connectivity expert for Taipei office to collaborate with XML partners to collect and report issues raised by hotel partners.

Booking.com B.V

Account Coordinator

- Administered scholarship and exchange programs for international students and managed sister school related affairs. 
- Arranged semester class schedules for all years in coordination with foreign professors and conducted daily inter-office affairs communication. 
- Translated unofficial documents for international students from Chinese to English and assisted students with their homework and learning of Chinese. 
- Organized events and field trips for international students of the program. End-of-year surveys regularly showed that these events were the highlight for students.

Kurt Chien 的社群動態