Added a scheduling feature to WhatsApp, allowing users to schedule messages and events. Customer Operation Specialist Alfred Systems Inc. | AugustJuly 2023 Collaborated with UX Design team on user interviews and design ideation. Wrote UX copy for app interfaces, errors, and marketing, ensuring clarity and engagement. Drove process optimization, achieving 50% faster Zendesk/ email response and a 40% rise in customer satisfaction. Offered technical customer support, using feedback to refine UX and enhance FAQs. Created training materials and guides, prioritizing user-friendly content. User Advocate & e-Commerce Specialist ZipX Taiwan Limited | NovemberAugust 2021

Chi Kit (Cherkie) WONG International Exposure | Seasoned Operations Head | Strategic Development Expert | Service Optimization Specialist NG13, Nottingham, United Kingdom Results-driven professional with over a decade of progressive experience in operational leadership, service management, and strategic development within multinational environments. Proven track record of spearheading initiatives to expand service operations, optimize profitability, and drive revenue growth across the APAC region. Skilled in team building and development, with a focus on nurturing talent and fostering a culture of excellence and collaboration. Demonstrated expertise in implementing governance structures, process optimization, and cross-functional collaboration to streamline operations and enhance

Retention and renewal, overseeing revenue growth and post-sales services for strategic key accounts in West India. * Spearheading new SaaS-based loyalty program for the West region, secured partnerships with major clients adding 5Cr+ annual business potential. * Discuss and plan ideation and conceptualization of program development, including process optimization with the KDMs. * Boosted revenue by strategically promoting Dyson's Capex business and lighting products within key accounts. * Efficiently collaborating with diverse teams to create program KPIs and ongoing reporting to measure program effectiveness, identify opportunities, optimize service delivery and enhance overall business processes. * Achieved

the BPM system: clarified user requirements from 8 business units, collaborated with IT, ADM, and ACC, addressed pain points, ultimately enhancing overall efficiency with a 40% reduction in process steps. Conducted educational training for the entire group, developed SOPs, and educating on new system operations and the invoicing payment process. Customer Service: Acted as a second-line manager, providing effective guidance, improving customer satisfaction. Enhanced customer service processes, improving response efficiency by 40%. Implemented Chatbot, reducing weekend case volume by 60%. Operational Specialist • KKTV 七月一月 2022 Process Optimization Streamlined work allocation, established

system 0-1, solve the user pain point and increase up to 25% usage rate in the same time. Lead the end-to-end design process for the SaaS service, starting from problem definition and UX planning, through UI design, testing, and implementation. Import Figma in the design process from Sketch, and built-up design component system. Implement the design thinking methodology within the development team, taking the lead in conducting Agile/Scrum design sprints to foster brainstorming sessions and facilitate internal consensus-building. Live creating process optimization. 1 to 1 LIVE selling service

in the Finance IT team which build and maintain regulatory report platform for user globally. Responsible for Engineered a data pipeline for Listed Derivative Risk Reporting, encompassing data sourcing, cleansing, and aggregation Ensured the stability and performance enhancement of a regulatory reporting platform, demonstrating experience in data analysis and process optimization. Applied regulatory frameworks (Basel III) to data analytics, showing an ability to understand and implement complex regulatory requirements. Handled detailed data reconciliation tasks (RWA, EAD, Collateral Haircut, etc.), relevant to business insights mining and data analysis. Coordinated with various teams to manage interdependencies.

the responsibility to promote the professional development of team members and take pride in their growth. Throughout my career, I have proven my exceptional skills in project management, team leadership, and cross-departmental communication. The data team I lead has made significant contributions to driving business growth and process optimization, playing a crucial role in utilizing data-driven decision-making. I am passionate about uncovering the stories behind data and transforming them into strategies that boost business efficacy. I look forward to demonstrating my leadership talents in an environment filled with challenges and opportunities, and to