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6-10 years
10-15 years
More than 15 years
Past
Caregiver @Career Break:The COVID-19 pandemic spread and care for my parents ( 86 and 81)2020 ~ 2024
・
Project/Account Manager, International Sales Specialist
Within one month
工作經歷 Career Break/Caregiving (Parents) • Career Break/Caregiving (Parents) 三月Present I came back to Taiwan from Vietnam in January 2020 and have stayed here until now because of COVID-19 outbreak and my aging parents(85 & 80) health issues. My parents' health is stable and the pandemic seems to be coming to an end. I am ready to rejoin the workforce and seek a domestic or overseas job. International Sales Representative • Lighting Manufacture ,OEM and Exporter (Taiwanese Enterprise) 十月三月 2020 ●Cultivate trust and strong relationships with prospective
Unemployed
・
Ready to interview
Full-time / Not interested in working remotely
More than 15 years
Brunel University, London
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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
Asus 華碩電腦股份有限公司
・
2022 ~ 2023
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
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
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.
◆ 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%.
- 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.
- 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.
◆ 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
* 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.
◆ Reduced engineer debug time by interpreting logs and consolidating customer complaint data.
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.
◆ Managed the Garmin OEM/retail interface, establishing strong relationships with Garmin Windows.
Autra Media Nov 2015 - May 2016
Product Operations Specialist
- Detection, classification, and data creation for music file management.
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)
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.
◆ 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%.
- 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.
- 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.
◆ 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
* 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.
◆ Reduced engineer debug time by interpreting logs and consolidating customer complaint data.
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.
◆ Managed the Garmin OEM/retail interface, establishing strong relationships with Garmin Windows.
Autra Media Nov 2015 - May 2016
Product Operations Specialist
- Detection, classification, and data creation for music file management.
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)