Job Functions • Developed and executed customer success strategies to enhance loyalty, drive revenue growth, and optimize operational efficiency. • Led cross-functional initiatives to improve customer experience, streamline service operations, and implement data-driven decision-making. • Scaled global customer support teams and implemented new service models to drive retention and upselling opportunities. Highlighted Achievements: • Revenue Growth: Implemented a subscription service and VIP support program, generating $680K in monthly recurring revenue. • Customer Experience Enhancement: Scaled CS teams from 10 to 27 agents across Taiwan, the Philippines, and Japan, improving global service coverage. • Operational Efficiency: Restructured the CS team into an agile, service-oriented function, increasing upselling conversion from 0.3% to 2.75%, significantly boosting quarterly revenue. • Process Optimization: By eliminating inefficiencies, the RMA process was reduced from 14 days to 5 days, resulting in a 17% cost reduction year over year. • Data-driven strategy: Implemented real-time analytics on customer insights and product defect rates, providing strategic insights to sales, marketing, and product teams.

Job functions: • Directed cross-functional teams across seven regions, optimizing workflows, managing KPIs, and improving customer service quality. • Led and managed the full lifecycle of Asia gaming projects, overseeing planning, execution, and delivery while ensuring compliance with regional standards. • Developed and implemented processes to enhance operational efficiency, streamline reporting, and improve localization compliance. Highlighted Achievements • Global Team Management: Oversaw a 24/7 support operation with 105 to 200 agents across Europe, the Middle East, and Asia, ensuring seamless service delivery. • Process Optimization: Developed a Google Studio Dashboard for real-time project tracking, reducing weekly and quarterly report preparation time by 17%. • Operational Efficiency: Improved workflow automation and project monitoring, reducing new project approval time from two weeks to five days. • Customer Experience Enhancement: Enhanced localization and compliance processes, ensuring cultural sensitivity and adherence to industry best practices. • Budget & Timeline Compliance: Maintained budget adherence by optimizing manpower allocation and preventing cost overruns due to staff fluctuations.

Job Functions • Led global customer operations by optimizing service workflows, improving fulfillment processes, and enhancing customer experience across multiple regions. • Implemented CRM, SaaS solutions, and data-driven strategies to streamline cross-functional business operations and drive revenue growth. • Managed global customer service teams and introduced process improvements to reduce churn, boost repeat purchases, and improve operational efficiency. Highlighted Achievements: • Customer Service Optimization: Built and managed regional customer service teams across three countries, providing 24/7 seamless support. • Churn Reduction & Repeat Purchases: Reduced customer churn rate from 27% to 18% in six months and increased repeat purchases through targeted email marketing and incentives, driving a 4% revenue boost. • CRM & System Integration: Optimized CRM operations by integrating Magento and Zoho, creating a centralized sales and customer data platform. • Operational Efficiency: Developed a cross-region order fulfillment strategy, reducing the order cancellation rate from 17% in 2018 to 11% in 2020, even amid COVID-related disruptions. • Customer Satisfaction Enhancement: Introduced NPS methodology, improving the score from 55 to 67 and maintaining an average of 65+, strengthening customer loyalty and brand reputation.

Job Functions • Led cross-region project implementations across South Asia, North America, and the Pacific, managing large-scale operations, logistics, and client fulfillment. • Developed and implemented operational workflows, optimizing process efficiency through automation and agile methodologies. • Drove strategic growth by securing high-profile clients and expanding offshore customer service operations across multiple regions. Highlighted Achievements: • Sales & Revenue Growth: Signed four new clients within the first eight months, generating $90K in new revenue. • Customer Service Expansion: Scaled operations in the Philippines and Malaysia, growing the customer service team to 100+ agents supporting eight countries. • Client Retention & Satisfaction: Maintained a 96% client retention rate by optimizing service quality and operational efficiency. • Talent Retention & Workforce Stability: Reduced employee attrition from 47% to 29%, outperforming the market benchmark of 37% in the Philippines. • Process Optimization: Designed customized Statements of Work (SOW) and Standard Operating Procedures (SOP) for offshore call centers and fulfillment solutions.

Job Functions: • Recruit senior finance and accounting professionals, utilizing proactive sourcing strategies and recruitment events. • Managed the full recruitment lifecycle, serving as the primary candidate contact and ensuring a seamless interview and onboarding experience. Highlighted Achievements: • Strategic Hiring: Successfully sourced and placed senior finance and accounting professionals, strengthening client workforce capabilities. • Candidate Engagement: Built strong relationships with candidates, enhancing employer branding and improving hiring conversion rates. • Process Optimization: Streamlined onboarding and compliance procedures, ensuring smooth integration of new hires and adherence to HR policies.

Job Functions • Led cross-functional projects to improve operational efficiency, enhance customer experience, and drive business growth. • Developed and implemented strategic communications, messaging, and reporting to align with Asurion’s corporate vision and priorities. • Managed key stakeholder relationships, optimized workflows, and streamlined decision-making processes to ensure business success. Highlighted Achievements: • Operational Excellence: Established a benchmark offshore contact center in Asia, driving efficiency and market leadership. • Sales & Growth Impact: Supported sales efforts to secure major contracts, contributing to rapid business expansion. • Process Integration: Optimized cross-functional operations, improving efficiency and significantly boosting sales performance. • Customer Retention & Satisfaction: Developed strategies to enhance customer experience, reducing churn and increasing service effectiveness. • Revenue Growth: Implemented upselling functions that increased sales performance by 23%, strengthening business profitability.

• Developed and executed Server technical support & system maintenance solutions. • Led cross-functional teams to optimize customer support programs, implement technology solutions, and enhance operational efficiency. • Managed customer accounts, identified business opportunities, and drove long-term growth through strategic engagement and contract renewals. Highlighted Achievements: • Solution Delivery: Coordinated cross-functional teams, including hardware, finance, and support teams, to deliver customized business solutions for SMBs and enterprises. • Operational Efficiency: Optimized internal service workflows, reducing processing times by 45% and enhancing customer satisfaction and productivity. • Sales Performance: Managed small business accounts, successfully closing 22 contracts worth NT$6M, contributing to company revenue growth.

• Developed product value propositions, customer messaging, and go-to-market strategies for product launches, ensuring demand generation and business impact. • Provided end-to-end project management support, including tracking deliverables, milestones, and financials, while ensuring seamless stakeholder engagement. • Led SEO and digital marketing initiatives to improve customer acquisition, optimize website performance, and enhance brand visibility. Highlighted Achievements: • Strategic Partnership Management: Led a cross-company project between Microsoft and Yahoo! to expand access to Taiwan’s SEO market. • Operational Efficiency: Aligned internal processes between Yahoo! and Microsoft, streamlining operations, improving efficiency by 17%, and saving $16K annually. • Sales & Upselling Growth: Designed customer service SOPs and integrated upselling procedures, expanding service scope while maintaining KPIs above targets. • Revenue Impact: Developed and executed competitive marketing strategies, increasing business revenue by 27%. • SEO Optimization: Implemented SEO strategies to improve website rankings and monitored analytics to track and enhance performance.

• Account Health Management: Monitored monthly billing status and implemented action plans to maintain account health and pursue strategic deals. • Sales & Data Analysis: Consolidated sales compensation documents and generated analysis reports using SQL to support target setting. • Market & Technology Insights: Kept current with technology trends, collaborating with strategy, business development, and marketing teams to align with market demands.

• Managed accounts by tracing KPIs of accounts healthy status and took operations accordingly • An SQL power user, consolidating all required documents and generating analysis reports • Coordinated closely with cross-regional sales, marketing, and business development departments to reach business targets • Improved the operations of the tax refund process; successfully speeded up the process by 16 months and overturned US$20K per year

• Support Yahoo! Internation group to create its first outsourcing customer service team in the 2nd year of accessing the Taiwan market. • Verified service scopes and identified the KPIs to roll out SOP to execute compelling works among all the local services support teams. • Developed and managed customer service projects, including feedback channels, business strategies, and other solutions • Drove all the operation meetings with the client, internal and external teams, and cross-regional departments • Enhanced the customer service performance through projects of an auto-replying system, optimization of service policy and content, and FAQ interactive • Achieved project deliveries with discipline on time management; Multitasked by prioritization and organization • Conducted management-level problem-solving by forming and managing focus groups concerning specialties, clarifying responsibilities and tasks, assigning