Customer Success: ** Restructured the 3 regional teams from agents only to a 3 layer hierarchy structure and introduced a PMO team to improve the overall efficiency by 58% within 4 months. Improved AHT from 87 to 17 mins and less than 60 mins for TTFR KPI. ** Designed and implemented an internal "MVP" career program and successfully trained and promoted 4 agents to SME (Subject Matter Experts) within 2 quarters, accounting for 20% of the total team members who would get a chance to be promoted. ** Identified the loopholes in the warranty services, reorganized the policies, and redesigned comprehensive terms to reduce redundant costs and shorten the RMA process. ** Develop and implement customer service-related programs and strategies to enhance customer experience. ** Coordinate and collaborate cross-functionally to address complex customer issues and concerns. ** Manage all aspects of incoming customer service operations, including developing and implementing policies and procedures. ** Control resources and utilize assets effectively to achieve qualitative and quantitative key performance indicators (KPIs) and monthly service level targets. ** Sales and revenue growth for the upselling sector Develop and implement effective upselling strategies to increase revenue from existing customer accounts. Increased upselling revenues by 22% within 2 months by defining the Target audience segments for individual products and services, designing the EDM (Electronic Direct Mail) and creating a Data Studio Dashboard to monitor the traffic, open/click rate and optimize the campaign programs. ** Collaborate with the marketing and product teams to create compelling campaigns and promotions to support upselling initiatives. ** Analyze customer data and market trends to identify potential upselling opportunities and customer segmentation strategies. ** Provide feedback and recommendations to the product team based on customer insights and market feedback. ** Present and promote the additional features, accessories, and services of the CuboAi baby monitor to customers. ** Negotiate pricing and contract terms to secure upselling opportunities while maintaining a win-win relationship with customers

● CRM project lead and successfully integrate SAP and Magento ordering system to consolidate customers' profiles and shopping behaviour in one database. It resulted in increasing sales revenue by 17% in the following quarter. ● Established universal Standard Operation Procedures SOP for the customer service and operation team. ● Identify the service scopes, design project plans to launch service in a new marketplace and business localized project implementation ● Design BCP Business Continuity Plan to be guidelines for operational risk management. ● Manages cross-region customer care and operation team's in New York, Taipei and Vancouver Lead team size for 10 to 15 people to support 24 hours service. ● Lead an in-house team with 3 agents to cooperate with the customer service team to boost upselling performance. ● Wear Project management roles in charge of the business acquisitions and due diligence. Review finance records and accounting flows to meet the company's Business Control requirements.

● In charge of cross regions project implementation for South Asia, North America, and Pacific regions (Australia and New Zealand) markets ● Responsible for workforce management to utilize human resources and employee working performance ● Design and present business process outsourcing (BPO) projects featuring customer service solutions ● Utilize SQL and run a query to build a data analysis model for sales and service volume to adjust manpower strategies.

● Established the first contact center in Asia and successfully made it a role model offshore contact center for the South Asia markets. ● Support sales teams to close contacts with top Taiwan’s top 3 telecom companies in the first year of the office was established. ● Grew the team size from 6 to 22 within 6 months, and actively managed team size is around 40 to 55 people. ● Integrated customer service and upselling function to boost overall sales performance by 23%, and reduced customer churn rate by 56% in the first financial year.

● Coordinated cross-functional teams, including hardware, financial and back-office support to design and deliver varieties of business solutions for the local companies and enterprises. ● Optimized internal service flows to shorten the overall processing time by 45% from 2 weeks to 7 days. ● Managed small businesses clients and closed an average of 22 contracts, NT$ 6M ● Managed projects of diversified service support, online contract signing platform, and others to increase market share

● Managed a strategic partnership project for Microsoft and Yahoo! to access the Taiwan SEO market ● Consolidated and aligned different business cultures between Yahoo! and Microsoft to streamline the internal operating processes, enhanced the efficiency by 17% and saved cost by US$ 16K annually. ● Designed and implemented customer service SOP and combined upselling procedures to expand the team's service scope. Simply the performance metrics and maintained the KPIs above the targets. ● Developed competitive marketing strategies to increase business revenue (27%)

● Supported the local Treasury team to enhance inter-corp. tax processes and communication with the local tax bureau. ● Established effective internal communication channels for service delivery, sales, financial and operation teams to expedite contract signing processes and transparent ● Utilized SQL data analyzing skills to consolidate information in any available resources. ● Collaborated with cross-regional legal teams, sales teams, finance teams, and CPA firms to process heavy tax and policy documents.

● Established the first local customer service team to support the client standing grounded in Taiwan searching engine market ● Designed and executed automation system to improve online service first response rate by 93% ● Expanded the customer service support team two times bigger in 6 months