Eager to contribute my expertise in customer experience and process improvement to a forward-thinking team. Open to short-term, long-term, or project-based collaboration, preferably in Taichung, hybrid/remote roles, or positions outside Taichung as long as flexible hours are available. 🙌
My journey began at a leading BPO firm, where I started as a frontline agent and advanced into training and quality assurance roles. Recognized for my performance, I was referred by a client to join their in-house team, becoming a founding member of a specialized QA group. In this role, I collaborated with teams across North and Southeast Asia to uphold and elevate service standards.
Following the successful establishment of QA operations, I transitioned to Operations Manager, where I oversaw BPO vendor management and led several impactful initiatives. Notable milestones include launching the Yahoo! Taiwan Auction App, creating user-focused communication materials, and introducing the platform's first Video Help Center. As part of a collaboration with CTBC Bank, I helped launch Yapee, the e-commerce industry's first escrow service. It aims to combat fraud and protect transaction integrity for both buyers and sellers.
Motivated by a passion for team development and service excellence, I went on to establish Shopee's TQA team, which earned the prestigious Service Excellence Award. I later led the implementation of the CS Ticketing System and introduced the Internet Call feature, significantly improving support accessibility and user satisfaction.
Highlights of my journey include:
These experiences have shaped my commitment to building meaningful customer experiences through innovation and collaboration, and I’m always open to connecting with professionals who share a passion for service excellence. Known for my collaborative mindset and a keen eye for process optimization, I thrive in dynamic environments that embrace continuous improvement.
CS Project Manager, Operations
During my tenure at Shopee, I progressed through key leadership roles within Customer Service, overseeing team development, quality assurance, and large-scale project delivery. I built and led the Training & QA team, designing quality frameworks and implementing data-driven improvements that enhanced service performance. I also spearheaded its structural evolution into two specialized functions, ensuring operational scalability. More recently, I transitioned into a project-focused role, managing complex initiatives such as CRM transformation, ticketing system implementation, chatbot and Help Center enhancements, and internet call integration. I consistently delivered projects on time and within scope, driving gains in service efficiency, team readiness, and customer satisfaction.
EC Operations Manager, Customer Experience
Managed customer service quality and performance across in-house teams and BPO vendors. Delivered regular QA insights in business reviews, using data-backed analysis and root cause investigation to drive service improvements. Led vendor performance reviews, ensured operational alignment with targets, and provided actionable recommendations to enhance user satisfaction. Played a key role in complaint resolution and crisis management, reinforcing client trust and operational stability.
Trainer & Quality Assurance, Yahoo Project
Started as a top-performing customer service agent, achieving a 100% satisfaction rate for three consecutive months and receiving the 2007 Yahoo WOW Customer Service Agent Award. Promoted to a training and QA role, where I designed and managed training programs, updated instructional materials, and supported frontline agents through performance monitoring and coaching—ensuring consistent delivery of high-quality service.
🎓 N. Taiwan Normal University (2012 - 2015)
- Graduate Institute of Graphic Arts and Communications
🎓 Shih Hsin University (2003 - 2007)
- Major: Information and Communications
- Minor: Graphic Communications and Digital Publishing
