Skills: project management, product release, cross-national cooperation, presentation. ➤ Established standard guidelines with flowcharts and templates as a cohesive framework for internal cross-functional teams, reducing customer announcement process lead time by 30%. ➤ Led an urgent project, building up new servers in just 1/6 of the regular timeline. Successfully launched the service preventing a potential stability crisis during a peak period. ➤ Tested packet logs directly and organized results into easy-to-understand comparison tables, helping the Product Owner to understand complex technical problems and speed up the decision-making process by 2 weeks. ➤ Elevated the server stability report to a highly anticipated presentation at the cross-national general managers meeting, by delivering compelling insights backed by persuasive data. ➤ Managed transition project, organized training and quizzes for the team, driving a smooth shift of business operations to a new subsidiary.

Skills: customer service, cross-functional collaboration, documentation, analysis, reporting. ➤ Conducted B2C service support by directly managing 50+ Skype channels, easing the load for the team, and playing a key role in enhancing service efficiency and quality. ➤ Simplified complex integration processes into streamlined documentation, empowering team members to guide customers through integrations with a clear SOP and know-how. ➤ Took the lead on revamping the monthly analysis report, reduced the completion time by 60%, as well as elevating the report’s value with more accurate insights. ➤ Optimized the deployment scheduling process by leveraging various tools, helping the team to reduce daily manual work by 20%, while improving efficiency in cross-functional communication.

Skills: e-commerce webpage management, marketing campaign planning, customer service, Google Analytics, social media management, copywriting. ➤ Led website revamp project, guiding the team to successfully migrate and launch the new website within the specified timeframe. ➤ Successfully resolved challenging customer delivery issues, receiving acknowledgment and appreciation by a physical letter from the customer. ➤ Analyzed consumer behaviors in different regions using Tableau, applying insights to campaign planning to achieve business goals in every season.

Skills: Communication, problem-solving, multi-tasking, cultural awareness, data analysis. ➤ Directed the team in identifying root causes of live issues, delivering optimal solutions to customers promptly, and preventing additional financial losses. ➤ Led weekly maintenance, ensuring smooth communication and visibility with overseas agents. ➤ Monitored gameplay trends, and proactively raised potential issues, facilitating early detection and resolution by the team.