Customer Success Director

CuboAi 智慧寶寶攝影機_雲云科技股份有限公司

June 2022 - November 2023
Taipei, Taiwan

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.

Senior Project Manager

Keywords Studios

September 2021 - July 2022
Taipei, Taiwan

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.

Regional Customer & Operation Manager

Teamson

September 2019 - September 2021
Taipei, Taiwan

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.

Regional Project Operation Manager

Telexpress

March 2018 - September 2019
Taipei, Taiwan

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.

Talent Acquisition Consultant

Spring Professional Taiwan

June 2017 - February 2018
Taipei, Taiwan

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.

Call Center Manager

Asurion

July 2016 - October 2017
Taipei, Taiwan

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.

Account Manager

Lenovo_台灣聯想環球科技股份有限公司

October 2015 - July 2016
Taipei, Taiwan

• 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.

Team Leader and SEO Specialist

Microsoft Taiwan

November 2013 - August 2014
Taipei, Taiwan

• 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.

Operation Administrator

IBM Taiwan

April 2011 - June 2012
Taipei, Taiwan

• 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.

Foreign Tax Sepcialist

IBM Taiwan

March 2006 - April 2011
Taipei, Taiwan

• 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