June 2022 - Present

Customer Success Director

CuboAi 智慧寶寶攝影機_雲云科技股份有限公司

Customer Success:

• Restructured the 3 regional teams from agents only to a 3 layer hierarchy structure and introduced a PMO team to improve the overall efficiency by 58% within 4 months. Improved AHT from 87 to 17 mins and less than 60 mins for TTFR KPI.
• Designed and implemented an internal "MVP" career program and successfully trained and promoted 4 agents to SME (Subject Matter Experts) within 2 quarters, accounting for 20% of the total team members who would get a chance to be promoted.
• Identified the loopholes in the warranty services, reorganized the policies, and redesigned comprehensive terms to reduce redundant costs and shorten the RMA process.
• Develop and implement customer service-related programs and strategies to enhance customer experience.
  
  
  
• Coordinate and collaborate cross-functionally to address complex customer issues and concerns.
• Manage all aspects of incoming customer service operations, including developing and implementing policies and procedures.
• Control resources and utilize assets effectively to achieve qualitative and quantitative key performance indicators (KPIs) and monthly service level targets.

Sales and revenue growth for the upselling sector

• Develop and implement effective upselling strategies to increase revenue from existing customer accounts.
  Increased upselling revenues by 22% within 2 months by defining the Target audience segments for individual products and services, designing the EDM (Electronic Direct Mail) and creating a Data Studio Dashboard to monitor the traffic, open/click rate and optimize the campaign programs.
• Collaborate with the marketing and product teams to create compelling campaigns and promotions to support upselling initiatives.
• Analyze customer data and market trends to identify potential upselling opportunities and customer segmentation strategies.
• Provide feedback and recommendations to the product team based on customer insights and market feedback.
• Present and promote the additional features, accessories, and services of the CuboAi baby monitor to customers.
• Negotiate pricing and contract terms to secure upselling opportunities while maintaining a win-win relationship with customers.

September 2019 - September 2021

Regional Customer & Operation Manager

Teamson Design Group

• As the CRM project lead, I integrated SAP and Magento ordering systems, resulting in a 17% increase in sales. I established SOPs for customer service and operations, launched services in a new marketplace, and designed a BCP for operational risk management. 
• Managed cross-region teams and led a team to boost upselling performance. 
• Oversaw business acquisitions and reviewed financial records. 

March 2018 - September 2019

Regional Project Operation Manager

Telexpress North America Co., Ltd.

• In charge of cross-region project implementation for South Asia, North America, and Pacific regions (Australia and New Zealand) markets
• Responsible for workforce management to utilize human resources and employee working performance
• Design and present business process outsourcing (BPO) projects featuring customer service solutions
  
  
• Utilize SQL and run a query to build a data analysis model for sales and service volume to adjust workforce strategies.

July 2016 - October 2017

Call Center Manager

Asurion

• Established the first contact center in Asia and successfully made it a role model offshore contact center for the South Asia markets.
• Support sales teams to close contacts with Taiwan’s top 3 telecom companies in the first year of the office was established.
• The team size grew from 6 to 22 within 6 months, and actively managed team size is around 40 to 55 people.
• Integrated customer service and upselling function to boost overall sales performance by 23% and reduced customer churn rate by 56% in the first financial year.

October 2015 - July 2016

Account Manager

Lenovo Taiwan

• Coordinated cross-functional teams, including hardware, financial and back-office support to design and deliver a variety of business solutions for local companies and enterprises.
• Optimized internal service flows to shorten the overall processing time by 45% from 2 weeks to 7 days.
• Managed small business clients and closed an average of 22 contracts, NT$ 6M
• Managed projects of diversified service support, online contract signing platform, and others to increase market share

November 2013 - August 2014

Team Leader and SEO Specialist

Microsoft Co-partnered with Yahoo

• Managed a strategic partnership project for Microsoft and Yahoo! to access the Taiwan SEO market
• Consolidated and aligned different business cultures between Yahoo! and Microsoft to streamline the internal operating processes, enhanced efficiency by 17% and saved costs by US$ 16K annually.
• Designed and implemented customer service SOP and combined upselling procedures to expand the team's service scope. Simply the performance metrics and maintained the KPIs above the targets.
• Developed competitive marketing strategies to increase business revenue (27%)

March 2006 - March 2012

Operation Administrator & Foreign Tax Consultant

IBM Taiwan

• Supported the local Treasury team to enhance inter-corp. tax processes and communication with the local tax bureau.
• Established effective internal communication channels for service delivery, sales, financial and operation teams to expedite contract signing processes and transparent
• Utilized SQL data analyzing skills to consolidate information in any available resources.
• Collaborated with cross-regional legal teams, sales teams, finance teams, and CPA firms to process heavy tax and policy documents.