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Past
Customer Service Manager @Asus 華碩電腦股份有限公司
2022 ~ 2023
Software Project / Product Management
Within one month
Product Management
Data Driven Decision Making
Critical Thinking and Problem Solving
Unemployed
Ready to interview
Full-time / Interested in working remotely
6-10 years
Chihlee Institute of Technology
International Business/Trade/Commerce
Avatar of Kung Ying Hsieh.
Avatar of Kung Ying Hsieh.
Past
Design Lead @1TM
2020 ~ Present
Product Designer (UI/UX)
Within one month
Assisted the team in conducting user research and analysis to gather insights and provide feedback necessary for design decisions. Established and optimized workflows to ensure smooth operations for four to six ongoing projects simultaneously. Established a team culture characterized by transparency, an open-minded approach, a focus on critical thinking, and the cultivation of a collaborative ethos among all its members. Collaborated closely with cross-functional team members, including product managers, developers, and stakeholders, contributing significantly to the development of solid product design strategies. Advocated for design concepts, expertly presenting and defending proposals in a timely
Communication
UX/UI Design
Visual Design
Unemployed
Ready to interview
Full-time / Interested in working remotely
6-10 years
Shih Chien University
媒體傳達設計學系
Avatar of Momoko Chang.
Avatar of Momoko Chang.
自由作家/日文譯者 @Studio
2017 ~ Present
品牌專案企劃、網路行銷企劃、數位行銷企劃、主編
Within one month
Momoko Chang 自由作者、日文譯者 Taiwan、Australia 擅長室內設計、商業經營採訪、撰稿、書籍編輯及日文翻譯。 出版媒體經驗15年,曾任精品雜誌,生活、室內設計出版編輯8年,現為獨立文字作者,採訪100+室內設計公司、品牌設計總監。善於撰寫具有溫度、貼近生活的設計文
Word
Communication
Time Management
Employed
Open to opportunities
Part-time / Remote Only
10-15 years
靜宜大學
日本語文學系
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Site Relaibility Engineer @Digital Forest Technologies
2023 ~ Present
SRE /DevOp engineer
Within one month
Grafana
ELK(ElasticSearch)
Uptime
Employed
Open to opportunities
Full-time / Interested in working remotely
6-10 years
明新科技大學
電子工程學系
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QA engineer @Innova Solutions Taiwan
2022 ~ Present
前端工程師 Front-End Developer
Within one month
Software Testing
Bug Tracking
QA Plan and Strategy
Employed
Open to opportunities
Full-time / Interested in working remotely
6-10 years
National United University
Information Management
Avatar of Bryan Shih.
Avatar of Bryan Shih.
Chief Technology Officer @MEOW WOOF
2023 ~ Present
Software Development Consultant and Full Stack Engineer
Within one month
Bryan Shih Taipei, Taiwan [email protected] Senior backend developer and technical leader, specializing in the construction of high-availability, scalable, and high-performance systems. Possesses extensive experience in cross-domain technical integration and project management, maintaining system stability under high-pressure conditions. Rapid Adaptation and Problem Detection: Identified a critical system vulnerability within a month of joining the company and coordinated with various departments to devise a solution, implementing fixes within a week. This ability demonstrates my quick adaptation to new environments and deep insights, effectively integrating resources to address and resolve issues.
Nodejs
Scrum
Domain-Driven Design (DDD)
Employed
Open to opportunities
Part-time / Remote Only
6-10 years
Tamkang University
資訊工程學系

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Definition of Reputation Credits

Technical Skills
Specialized knowledge and expertise within the profession (e.g. familiar with SEO and use of related tools).
Problem-Solving
Ability to identify, analyze, and prepare solutions to problems.
Adaptability
Ability to navigate unexpected situations; and keep up with shifting priorities, projects, clients, and technology.
Communication
Ability to convey information effectively and is willing to give and receive feedback.
Time Management
Ability to prioritize tasks based on importance; and have them completed within the assigned timeline.
Teamwork
Ability to work cooperatively, communicate effectively, and anticipate each other's demands, resulting in coordinated collective action.
Leadership
Ability to coach, guide, and inspire a team to achieve a shared goal or outcome effectively.
Within one month
Customer Service Manager | SaaS | Tech | Cloud
Logo of Asus 華碩電腦股份有限公司.
Asus 華碩電腦股份有限公司
2022 ~ 2023
New Taipei City, Taiwan
Professional Background
Current status
Unemployed
Job Search Progress
Ready to interview
Professions
Project / Product Management
Fields of Employment
Information Services, SaaS / Cloud Services, Software
Work experience
6-10 years
Management
I've had experience in managing 10-15 people
Skills
Product Management
Data Driven Decision Making
Critical Thinking and Problem Solving
Stakeholder Management
Project Management
Languages
English
Fluent
Chinese
Native or Bilingual
Job search preferences
Positions
Software Project / Product Management
Job types
Full-time
Locations
Taipei, 台灣, Tokyo, 日本, Singapore
Remote
Interested in working remotely
Freelance
Yes, I freelance in my spare time
Educations
School
Chihlee Institute of Technology
Major
International Business/Trade/Commerce
Print

Eliot Song-Ren, Chen

Customer Service Manager|ASUS|SaaS|Cloud  

6y+ of Cloud SaaS B2C/B2B user insight, well-understand the user needs.
My key strengths include: Product development, CX optimization, customer relationship and stakeholder relationship management.

Taipei,TW
[email protected]

Eduction

Chihlee Technology of University, Bachelor of International Trade                                                    Taipei, TW | 2011 ~ 2015


Work Experience

ASUS Cloud

Customer Service Manager                                           New Taipei, TW | Apr 2022 - Jun 2023

Product Management
◆ Planned the Support CRM and Customer Data Management Platform as a PdM
And collaborated with four engineers and the customer service team.
The initiative resulted in a 25% reduction in customer service work hours.  
◆ Implemented Zendesk Chatbot and Support Center from scratch, collaborating with the Product Manager and engineers to deploy them on the official website.
This led to a 10% decrease in customer complaint cases. 

Churn Rate Optimnization
◆  Breakdown tthw user journey (UJM) and account lifecycle, optimizing expiry notification EDM11 through A/B testing. 
◆ By studying data on usage dimensions and renewal performance, segmenting customers, planning exclusive consultant-led conversions/sales. 
◆ Researching competitors, integrating customer insights and log trends, optimizing conversion rates from purchase page to checkout. 
- Reduced overall churn by 1.53%
- Increased conversion rate from purchase page to checkout by 10%. 

Up-selling and Product Experience Optimization
◆ Decomposition of UJM and data performance, conducting A/B testing adjustments to introduction page visuals & copy.
◆ Designing user stories for exclusive consultant care emails and collecting customer insights, planning CTA for new registration welcome emails, product feature introduction emails, and product experience optimization to increase product usage rate and first purchase rate. 
- 10% increase in click-through rate for new registration welcome emails
- 30% increase in product usage rate, and 5% increase in first purchase rate.

Customer Service Team Leader                                                                   Sep 2018 - Apr 2022

- Customer Service Operations Management
◆ Trained 10+ members and developed comprehensive educational training materials and assessment plans. 
◆ Established 40+ customer complaint-handling SOPs and technical support management procedures. Implemented service quality indicators and performance evaluation management methods. 
◆ Responsible for integrating service support for projects in other business units and collaborative partner projects (e.g., telecom companies, schools, etc.).
 * Totaly increased 10% of CSAT

Technical Support Engineer, Maindarin& English                                  Jun 2017 - Sep 2018

The first FAE in the team without a technical background.
◆ Reduced engineer debug time by interpreting logs and consolidating customer complaint data.

Experiences 00 00@2x 504900dc09d82f711fdb54cf5763251cab5193a844856da978b2b8f3907ecd5a

 Kaipo tech Inc.                                                                        Aug 2016 - Apr 2017

Maintenance Customer Service Specialist, Maindarin

◆ Optimized the testing process for automotive products
- Reduce 30% of testing working 
◆ Managed the Garmin OEM/retail interface, establishing strong relationships with Garmin Windows.

Experiences 00 01@2x 6daa47d1df70d315f129dcecdd562003831581c4cdd8f9c819aa22d4a24ae150

 Autra Media                                                                          Nov 2015 - May 2016

Product Operations Specialist

  • Detection, classification, and data creation for music file management.

Experiences 00 02@2x d08cb731546334ac3e784c5845e368719bba256a127be86e720a634d798b8bb9

Professional Skills


Hard skills

  • Product Discover, Define, Design, Deliver
  • RFP, PRD, Schema writing
  • Project Management
  • People Management
  • 0-1 CS Team building


Software skills

  • MS Office, Canva
  • Google Analytic Traffic forcast
  • Power BI
  • Diagrams,Whimsical
  • Figma, Flaticon
  • Jira, Confluence, Notion



Language

  • Chinese (Native)
  • English (Intermediate)


Resume
Profile

Eliot Song-Ren, Chen

Customer Service Manager|ASUS|SaaS|Cloud  

6y+ of Cloud SaaS B2C/B2B user insight, well-understand the user needs.
My key strengths include: Product development, CX optimization, customer relationship and stakeholder relationship management.

Taipei,TW
[email protected]

Eduction

Chihlee Technology of University, Bachelor of International Trade                                                    Taipei, TW | 2011 ~ 2015


Work Experience

ASUS Cloud

Customer Service Manager                                           New Taipei, TW | Apr 2022 - Jun 2023

Product Management
◆ Planned the Support CRM and Customer Data Management Platform as a PdM
And collaborated with four engineers and the customer service team.
The initiative resulted in a 25% reduction in customer service work hours.  
◆ Implemented Zendesk Chatbot and Support Center from scratch, collaborating with the Product Manager and engineers to deploy them on the official website.
This led to a 10% decrease in customer complaint cases. 

Churn Rate Optimnization
◆  Breakdown tthw user journey (UJM) and account lifecycle, optimizing expiry notification EDM11 through A/B testing. 
◆ By studying data on usage dimensions and renewal performance, segmenting customers, planning exclusive consultant-led conversions/sales. 
◆ Researching competitors, integrating customer insights and log trends, optimizing conversion rates from purchase page to checkout. 
- Reduced overall churn by 1.53%
- Increased conversion rate from purchase page to checkout by 10%. 

Up-selling and Product Experience Optimization
◆ Decomposition of UJM and data performance, conducting A/B testing adjustments to introduction page visuals & copy.
◆ Designing user stories for exclusive consultant care emails and collecting customer insights, planning CTA for new registration welcome emails, product feature introduction emails, and product experience optimization to increase product usage rate and first purchase rate. 
- 10% increase in click-through rate for new registration welcome emails
- 30% increase in product usage rate, and 5% increase in first purchase rate.

Customer Service Team Leader                                                                   Sep 2018 - Apr 2022

- Customer Service Operations Management
◆ Trained 10+ members and developed comprehensive educational training materials and assessment plans. 
◆ Established 40+ customer complaint-handling SOPs and technical support management procedures. Implemented service quality indicators and performance evaluation management methods. 
◆ Responsible for integrating service support for projects in other business units and collaborative partner projects (e.g., telecom companies, schools, etc.).
 * Totaly increased 10% of CSAT

Technical Support Engineer, Maindarin& English                                  Jun 2017 - Sep 2018

The first FAE in the team without a technical background.
◆ Reduced engineer debug time by interpreting logs and consolidating customer complaint data.

Experiences 00 00@2x 504900dc09d82f711fdb54cf5763251cab5193a844856da978b2b8f3907ecd5a

 Kaipo tech Inc.                                                                        Aug 2016 - Apr 2017

Maintenance Customer Service Specialist, Maindarin

◆ Optimized the testing process for automotive products
- Reduce 30% of testing working 
◆ Managed the Garmin OEM/retail interface, establishing strong relationships with Garmin Windows.

Experiences 00 01@2x 6daa47d1df70d315f129dcecdd562003831581c4cdd8f9c819aa22d4a24ae150

 Autra Media                                                                          Nov 2015 - May 2016

Product Operations Specialist

  • Detection, classification, and data creation for music file management.

Experiences 00 02@2x d08cb731546334ac3e784c5845e368719bba256a127be86e720a634d798b8bb9

Professional Skills


Hard skills

  • Product Discover, Define, Design, Deliver
  • RFP, PRD, Schema writing
  • Project Management
  • People Management
  • 0-1 CS Team building


Software skills

  • MS Office, Canva
  • Google Analytic Traffic forcast
  • Power BI
  • Diagrams,Whimsical
  • Figma, Flaticon
  • Jira, Confluence, Notion



Language

  • Chinese (Native)
  • English (Intermediate)