Senior Analyst, Project/Program Management  •  Dell Technologies Inc.  •  Feb 2023 - Present

Collaborating in the development of a product designed to enhance workplace competitiveness for our 4,400 Global Operations team members. Also serving as the internal ticketing system owner - ServiceNow, supporting 28,000 users with their learning & development inquiries.
Focused on optimizing the operational efficiency of our products, increasing user satisfaction, and improving accessibility, ensuring a seamless and impactful experience for our global internal users.

Owner of internal ticketing system - ServiceNow

Operating and optimizing the inquiry system for our 28000 internal users, offering solutions to their learning & developing questions. With my efforts, now our team can: 

• Created the real-time data dashboard of inquiry items, provide the access to the data from monthly to in-time. This allows the operation team to identify the issue at the early stage and conduct the correction action in time. 
• Optimized the ticket closing steps by 50% and prevent data errors for accurate analysis, which used to be more than 110 cases per month. 
• Applied standard inquiry templates to save operation time, also helping to provide a standard communication and clear instructions. 

Product execution - Employee development product

In February 2024, we launched a product for our 4,400 Global Operations Team members, designed to significantly enhance their work competitiveness and technological proficiency with a comprehensive suite of learning content and resources. My key responsibilities include:

• Delivering accurate instructions and usage guidelines to users, for example, hosting workshops and creating user guides (welcome mail), effectively addressing concerns and lowering the barrier to entry.
• Monitoring the product for any issues and making timely correction suggestions based on user feedback and data analysis. For instance, I identified a critical license error affecting 340 learners, detected through data review just three days post-launch. This action not only prevented potential inquiries from users but also played a crucial role in maintaining user trust and product integrity.
• As an essential bridge among operations, planning, system teams, and business representatives, I spearheaded cross-team collaboration, swiftly resolving issues and ensuring transparent communication. A notable initiative was generating daily issue updates during the initial launch phase, keeping all stakeholders informed of progress and clearly defining responsibilities.
  

East Team Lead  •  Dell Technologies Inc.  •  2022 - 2023

Led a dynamic team of 12 across the APJ and EMEA regions, focusing on enhancing cross-departmental communication, user experience, and process improvement.

• Established regular cross-departmental collaborative meetings, significantly improving issue resolution efficiency and solution-finding.
• Handled team member conflicts and reallocated workload and tasks based on each team member’s skills, development plan, and bandwidth.
• Defined and communicated clear project scopes and roles in collaboration with 3 partner teams, streamlining operations and enhancing project alignment.
• Organized tutorial workshops and distributed newsletters to over 30,000 global users, achieving a 95% satisfaction rate for workshops and an 86% open rate for newsletters. The aim was to keep our users informed about system updates, address common issues, and highlight recent events to enhance their experience.

APJ Team Lead  •  Dell Technologies Inc.  •  2021 - 2022

Partnered with the East Team Lead, we executed the learning projects for over 13,000 East region employees. Our collaborative achievements included:

• Developing a detailed execution plan for the whole team based on organizational strategy, stakeholder analysis, resource allocation, communication management, and timeline management to achieve milestones and overall objectives.
• Leading the creation of Operational SOPs and streamlining the onboarding training process, establishing high service standards and optimizing operational efficiency.
• Establishing a comprehensive knowledge database and management system to ensure the accurate capture and timely update of organizational knowledge and documents.
• Mentoring junior team members in problem-solving and project management skills, significantly boosting team effectiveness and facilitating personal career growth.

Training Coordinator  •  Dell Technologies Inc.  •  2018 - 2021

Focused on ensuring the smooth execution of team's plans and projects, I contributed to:

• Planning and executing 100-120 in-person and virtual training sessions annually, achieving an impressive average course filling rate of 94%.
• Managing over 350 user inquiries each year with prompt and professional support, leading to a significantly low inquiry reopen rate of 3.1%, well below the department average of 7.1%.
• Effectively managed unforeseen challenges, including last-minute event cancellations, navigating sensitive intercultural dynamics, and maintaining seamless vendor communication, to uphold high service standards and ensure participant satisfaction.

Management Associate  •  Lion Travel Service Co., LTD  •  2013 - 2015

As a Management Associate in the Sales Department of Taiwan's largest travel group, Lion Travel, my key contributions included:

• Acquired hands-on experience in business operations through department rotations, including 3 retail stores and 3 online sales teams.
• Contributed to significant projects such as a website membership boost project; a B2B partnership program with Nan Shan Life Insurance to integrate our product discounts into their employee benefits package and collaboration with the coupon vendor (17 Life).
• Organized the Annual Manager Development Seminar and supported store managers in the National Retail Store Manager Competition, enhancing managerial skills and competitive spirit.