Supply and Growth Operations Coordinator
San Francisco, CA Dec 2017 – Present.
Managed the quality assurance teams for 5 month period-- planned and augmented Scale’s quality processes.
Provided daily operations management and activity oversight for workforce training and quality operations.
Grew Scale’s internal workforce to 500 from 10 in 2 months--implementing various growth strategies. Managed the procurement of multiple BPO vendors and grew Scale’s workforce to 10,000 workers.
Managed workforce training programs to help Scale grow its worker supply and competency. The program included projects to build online courses and physical bootcamp infrastructure.
Conceptualized, planned and managed Scale’s pilot project program to onboard customers. This program enabled Scale’s sales team to close its 5 largest deals in 2018 and first five multi-million dollar contracts.
Engineered new funnels and work processes to track and manage work flows across all levels of the organization. Tracked and managed workers’ quality and closed feedback loops between Scale’s workforce and management.
Managed and planned businesses processes related to Scale’s worker payments system and platform. Conceptualized payouts and bonus structure for P2P staff, trainers and remote specialized staff derived of online users and hired agents.
Up All Night Worldwide
Customer Experience Specialist
San Francisco, CA Sep 2016 – Present
Working crossed team to ensure quality user experience from end to end.
Maintaining and fostering relationship with partners, venues and customers.
Assisting in designing a new customer experience flow from understanding the customer journey and learning what customers are looking for.
Setting up proper metric tracking system decreasing first response time from 60 hours to within 12 hours.
Handling inbound customer inquires about events, ticketing, and general concierge service.
Creating a series of response templates for customer service inquiries.
Customer Success Manager
San Francisco, CA May 2015 – June 2016
Served as a cross-functional customer success manager, spending the bulk of my time providing support to Skyroam’s global enterprise and individual customers. In addition to this, spent time planning pre- and post- sales strategies and assisting the VP of Operations.
Managed 20 international, enterprise accounts (LinkedIn, Uber, Lufthansa, Sky TV UK), maintained zero customer churn rate,, and successfully helped broker new deals, resulting in new contracts worth double their original amounts.
Managed inbound sales pipeline: closed five new enterprise account deals
Established support channel to gather customer feedback from email campaigns. Analyzed feedback for trends to provide to upper management, resulting in cross functional initiatives to improve end user experience.
Product subject matter expert: trained ten new hires on product features, functionality, and market competitor.
Trained and managed three direct reports: one customer operations lead who would handle day to day operations and two customer service representatives who handled first tier customer support tickets, emails and phone..
Provided requirements for new distribution system, inventory management, and logistics.
Drafted and planned monthly forecast to place product orders with supply chain team in China
Lumos Labs (Lumosity)
Customer Service Representative (contract)
San Francisco, CA Dec 2014 – Feb 2015
Handled incoming email requests from customer to ensures that issues were resolved promptly and accurately. Provided consistent, quality service and support in a variety of areas including but not limited to billing, user account support, and technical troubleshooting.
Performed functional and feature testing across various desktop and mobile platforms: Triaged issues, reproduced bugs, and wrote defect reports that were escalated to the engineering team.
Averaged 96% customer satisfaction score based on customer feedback, exceeding company average of 85%.
Developed new and updated existing autoresponders, resulting in a shorter communication time to each customer-education related support tickets.
During high volume due to holidays, regularly responded to over 500 tier 1 support tickets weekly.
Tang Frères Productions Co., Ltd.
Public Relations Coordinator / Event Marketing Coordinator
Taipei, Taiwan May 2011 – Mar 2013
Reported directly to managing director for an entertainment productions company that co-produced and sponsored foreign artists on tour in Taiwan. Assisted and executed public relations and event marketing strategies for key clients’ concert tours in Taiwan including Justin Bieber, Linkin Park, Guns and Roses, The Ting Tings, Thirty Seconds to Mars, Radiohead, The Cranberries and more. Involved at all levels of production, from planning to execution at event.
Gathered onsite customer feedback and attendee satisfaction via surveys and in person interview to help produce better consumer experience for the future events
Incorporated feedback with business development team to help decide what future talent, and venue to book
Managed social media feeds to promote company announcements and collect customer feedback
Planned and executed large-scale concert events, ranging from 1,000 to 15,000 attendees
Taipei, Taiwan Jan 2010 – Feb 2010
Advertising department was in charged of clients’ products exposure on Vogue magazine also advertising photoshoots. Assisted Account executives with day to day errands and brand research. Translated presentations between English and Mandarin.
Translated advertising documents and marketing proposals for the launch of Fashion’s Night Out event
Analyzed brand exposure and advertising campaign on Fall/Winter issues
Researched Eastern Asian and Western celebrities fashion trends for online columns
Provided on set assistance for photo shoots including: setup, talent management and breakdown
Kaohsiung Aug 2013 – Sep 2015
Partnered with local yacht company to promote a series of events on their yacht “Butterfly Princess”. Our goal: to provide an unique, western-inspired lifestyle experience to locals. Served as the point of contact between my English-speaking co-founders, and local business partners to avoid language barriers. After a hugely successful first event, was able to secure a one-year contract with the owners of the “Butterfly Princess”
Languages: English (fluent), Mandarin (fluent), Taiwanese (fluent)
Social Media Platforms: Facebook, Twitter, Instagram, Google+, Pinterest, Snapchat, Peach
Languages: HTML/CSS (Basic)
Software: MS Office, Zendesk, QuickBooks, Freshdesk, Wordpress