Head of Operation, Taiwan

51Talk Online Education Group

Nov 2022 - Apr 2024
Taipei, Taiwan

Reason of leaving: 
Company operational and regulatory issues.

As the Head of Operations in 51Talk Online Education Group in Taiwan, responsibilities would include leading and overseeing various teams and functions within the organization.

Notable Achievements:

• Reduced overall operational costs by 30% and increased user attendance conversion rate by over 80%.
• Optimized MGM processes, resulting in a 38% monthly increase in referred users through various marketing activities, surpassing competitors' conversion rates by 10%.
• Acquired new users through group purchasing activities, significantly lowering user acquisition costs to an average of $10, thereby maximizing cost efficiency.

Start a business

MUMUYA Collection Co., Ltd

May 2020 - Oct 2022
Taipei, Taiwan

MUMUYA Collection is an eCommerce platform which is selling toiletries and perfume.

Maintained focus on customer satisfaction and brand diversity, enhancing the shopping experience for buyers across multiple sectors

• Managed an eCommerce platform specializing in the sale of toiletries and perfume, offering a diverse range of brands.
• Oversaw multi-brand retail operations, facilitating customer access to various options, enabling comparison of prices, features, and specific requirements.

Director of Global Business Strategy

17LIVE Inc.

Jun 2019 - Sept 2020
Hong Kong

Reason of leaving:
Due to the pandemic, position made redundant.

Director, Global Business Strategy (United States/ MENA)

Country Head of Hong Kong, Malaysia and Singapore

• Provided strategic support to launch a streaming business in the United States and the MENA region, utilizing market analysis expertise.
• Led and assisted in devising monetization models and strategies to enhance user engagement and drive revenue growth.
• Oversaw business development and revenue management initiatives in Southeast Asia, specifically in Singapore and Malaysia.
• Facilitated seamless coordination with headquarters in Taiwan to implement retention and optimization projects.
  
  

  Notable achievements:

• Successfully secured strategic partnerships in the Singapore and Malaysia markets, leading to a significant 15% increase in annual revenue.
• Spearheaded a partnership program, establishing collaborations with over 10+ implementation partners in Hong Kong, fostering mutually beneficial relationships and driving business expansion.

Senior Operations Manager

NetEase Cloud Music - LOOK Live

May 2018 - Dec 2018
Hangzhou, China

Reason of leaving:
Returned to Taiwan due to family care.

• Spearheaded strategic planning and execution of online campaigns for Cloud Music, focusing on elevating user engagement, curating high-quality content, and enhancing overall user satisfaction.
• Instituted and managed a robust framework of processes aimed at fostering sustainable business growth and maximizing profitability.

Notable achievements:

• As the project lead for Cloud Music responsible for strategic planning and execution of online campaigns, aimed at enhancing user engagement, generating high-quality content, and improving overall user satisfaction.
• Played a pivotal role in the product design and launch of LOOK LIVE 0-1 projects, overseeing user and content operations throughout all phases.
• Collaborated closely with the Cloud Music App team to seamlessly integrate music creators into the LOOK LIVE platform, ensuring a successful transition.

Senior Operations Manager

Funplus Game - MeMe Live

Sept 2016 - Feb 2018
Taiwan & Beijing

As an original member of a startup company leading over 30 members work on different country.

• Effectively led a diverse team of 30+ members across Taiwan and India, overseeing daily live streaming operations in Taiwan, Japan, and India markets.
• Spearheaded the establishment of specialized operational teams for user engagement and VIP sales in India and Taiwan, ensuring efficient operations and peak performance.
• Conducted thorough competitive analysis to extract actionable insights, driving targeted solutions for user growth, retention, and overall user experience enhancement.

Notable achievements:
Build up VIP payment channel in 3 months over SEA.
Raised to 50% with over 4,500PU and high ARRPU
65% overall income by VIP channel

Customer Service Assistant Manager

LINE Taiwan Limited

Sept 2014 -Sept 2016
Taipei, Taiwan

Leading over 50 in-house members for daily operation of LINE related CS service.

• Training over 30 specialist and migrated tier 1~2 level services to outsourcing.
• Coordinate with cross-functional team form overseas office/team.
• Responsible for a variety of customer satisfactions activities including tracking metrics, data gathering, analysis and initiative driving for CSAT improvement.
  
  

  Notable achievements:

• Spearheaded Taiwan Customer Service team's establishment and played a crucial role in the local service migration project, collaborating directly with Japan headquarters.
• Successfully managed the transition of LINE service in 6 months to a vendor/outsourcing company, ensuring seamless transfer and maintaining high service quality standards.
• Elevated customer satisfaction rates (CSAT) and cultivated a positive local service culture through exceptional customer relations skills.

Customer Care Supervisor Chain Sea Information Integration Co., Ltd.

Jan 2013 - Apr 2014
Jiangsu, China

Support to launch of a call center in Jiangsu China, as part of a strategic initiative to migrate phone services from Taiwan to a local customer service call center.

• Mentored and coached team members to optimize their performance and ensure a high level of professionalism and friendliness in customer interactions.
• Implemented new training program, resulting in improved customer satisfaction and reduced wait times.

Apple Product Trainer

DATA EXPRESS INFOTECH CO., LTD.

May 2012 - Jan 2013
Taipei, Taiwan

• Providing Technical Support: Offering technical support and guidance to sales staff, ensuring they are proficient in using Apple products and troubleshooting common issues.

• Planning Education and Training Programs: Developing and implementing education and training programs to onboard new hires and continuously improve the skills and knowledge of existing sales staff.

hTC Technical Support Trainer 

Telexpress. Corp

Jan 2011 - Apr 2012
Taipei, Taiwan

As a hTC Technical Support Trainer, my role involved providing comprehensive training and support to individuals within the organization who were responsible for resolving technical issues and providing customer support.

Key responsibilities included:
• Training Program Development
• Technical Expertise
• Training Delivery