Cindy Huang
Taipei City,TPE
Summary
Over 10 years experience in Customer Service Management, After-sales planning and Quality management in various industries and Brands, includes Volvo Cars, AWS, SierraWireless, JTI, Philips Consumer Electronics (acquired by Gibson Innovations), Qisda Corp and Unimicron Ltd.
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Assistant Manager, Customer Service Analysis
Volvo Cars Taiwan
06.2023 - Current
- Reviewed sales and gross profit report to assess company efficiency.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Monitored sales trends to adjust pricing strategies accordingly for optimal profitability.
- Developed strong working relationships with car dealer staffs and internal stakeholders to achieve sales target of parts and accessories.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
Technical Customer Support Associate
Amazon Web Services (AWS)
Taipei City
06.2022 - 11.2022
- Handling billing and account request regarding to services subscription from Mandarin speaking and global enterprise customer (70%), including 1. subscribe new services. 2. cancel current services. 3. seeking for services which support customers' demand and close to their demand. 4. calculate the billing amount that matches with the services and usage they subscribed.
- Assist account management team members to communicate with customer to clarify best practice in terms of billing and account relevant requests
- (20%)
- Communicate and deliver requests from enterprise customer with internal financial or product team (10%).
Customer Support Analyst, APAC
Sierra Wireless Inc
11.2019 - 05.2022
- Handling RMA cases coming from customer via CRM system (Salesforce) and create RMA order in ERP system or FA cases in Jira/ Agile system
- Following up till case close after proper action taking (swap, repair, issue credit, NDF or CID)
- Be primary contact window for customers in APAC
- Handle customer requests regarding product quality issues and RMA request
- Issue RMA, Credit Note and arrange replacement/ repair with outsourced factory
- Monitor abnormal trends for quality issues and inform internal stakeholders for further action taking
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Co-work with HK team to build up after sales service in TW office.
Call Center Supervisor
Japan Tobacco International
05.2018 - 10.2019
- Call center management (40%)
- Optimize SOPs and standard Q&As
- In-house agent training and coaching
- Handling escalated cases and manage TAT
- Regular reports preparation
- Returned product management (20%)
- Review factory quality improvement report
- Monitor quality trend and flag internal stakeholders if any abnormality observed
- Troubleshooting for customer complaints
- Product quality improvement (10%)
- Data mining and analyzing product quality performance data from market
- Help relevant stakeholders to focus on right direction in brand communication to market and quality improvement in factory
- Projects (30%)
- Co-work with App team to add product quality feedback feature into JTI app, which is used among sales, retailers and distributors
- Coordinate to create new feature in company App to helps transfer quality reporting methods from Excel format via e-mailing to real-time reporting
- New product service flow making; out-sourced service center qualifying and budgeting.
- Developed and implemented incentive programs to increase sales and customer loyalty.
Assist Manager, Consumer Care and Approbation
Gibson Innovations Taiwan (former Philips CE BU)
08.2015 - 04.2018
- Consumer Service (70%)
- Out-sourced call center management (8 Agents)
- Repair centers (ASP) management (13 sites)
- Budgeting for Taiwan after-sales activities
- Expense control and review
- Service Parts P&L management
- Monthly/ Quarterly/ Annually report preparation
- Technical support / training to local internal /external stakeholders
- Service contract review; renew and negotiation
- Product Approbation (30%)
- BSMI/ NCC licenses apply for new products or EC parts
- BSMI/ NCC license extended and documented
- Expense control and annual tender / bidding for labs
- Contract review and negotiation.
Senior Customer Service Specialist
XYZ Printing International
01.2014 - 07.2015
- Build up service team (70%)
- Workflow planning and establishment for contact center; repair team and technical support / NPI team
- Work with internal IT dept
- And external voice system provider to establish working system for after sales activities
- Pricing for parts and service providing to customer/ consumer
- KPI setup for the service team
- ISO 9001 preparation
- Work with engineers for service readiness (20%)
- Work with engineers for service readiness preparation
- Followed project schedule to ensure service readiness are ready before new product launch to market
- Co-worked with RD for product and service video shooting
- Give suggestions to R&D team to prepare design-for-service
- Feedback local FAE's question to R&D team and workout for solutions
- Sales support (10%)
- New product training to distributes and overseas subsidiary companies
- Repair training for in-house FAEs and repair engineers
- Technical support for distributes and overseas subsidiary companies
- Sales contract review in terms of service portion.
Customer Support Engineer
Splashtop Inc.
Taipei City
03.2013 - 11.2013
- Zendesk system operation and maintain FAQs
- Handling daily complaint tickets from worldwide end users regarding to subscribed services and initial technical issues.
- Handling billing request regarding to invoice amount and negotiation for discount when company unable to keep SLA.
- Troubleshooting complaints from customers globally
- Assisted customer to resolve problem in using RDP Apps on iOS and Android platform
- Refunded processing for Android users.
Senior Customer Service Specialist (Service Product Management)
Qisda Corporation
01.2011 - 02.2013
- Technical support for brand customers (ASUS/ LG/ Memjet/ HP, etc) in various products (e-book/ ePad/ Monitor/ Laser Printer)
- Performed product training to brand customers (LG)
- Created Service BOM
- Maintained quotation of service parts
- Worked with QA and R&D engineers for quality issue solutions
- Troubleshoot technical questions from ASP and customers.
Senior Customer Service Engineer
Unimicron Electronic Ltd.
02.2008 - 03.2011
- Supported VIP customers for IC carrier quality issues (TI, AMD, nVidia, SONY, etc.)
- Co-worked with engineers to prepare 8D reports
- Coordinate Internal/ External audit activities
- Followed PDCA process for corrective actions results
- Failure analysis for customer complaints
- QBR and regular quality report preparation.
Education
Master in Creative Industries and Arts Management -
Queensland University of Technology
02.2007
Bachelor in International Trade -
Ming-Chun University
06.2003
Skills
- Communication Skill
- Data Collaboration and Analysis
- Training and coaching
- Business Development
- Strategic Planning
- Revenue Forecasting
- Team Leadership
- Customer Relations
- Vendor Management
- Process Improvement and Building
Certification
Six-Sigma: Green Belt
TOIEC: 890
Languages
Chinese (Mandarin)
Native language
English
Proficient
C2
Timeline
Assistant Manager, Customer Service Analysis
Volvo Cars Taiwan
06.2023 - Current
Technical Customer Support Associate
Amazon Web Services (AWS)
06.2022 - 11.2022
Customer Support Analyst, APAC
Sierra Wireless Inc
11.2019 - 05.2022
Call Center Supervisor
Japan Tobacco International
05.2018 - 10.2019
Assist Manager, Consumer Care and Approbation
Gibson Innovations Taiwan (former Philips CE BU)
08.2015 - 04.2018
Senior Customer Service Specialist
XYZ Printing International
01.2014 - 07.2015
Customer Support Engineer
Splashtop Inc.
03.2013 - 11.2013
Senior Customer Service Specialist (Service Product Management)
Qisda Corporation
01.2011 - 02.2013
Senior Customer Service Engineer
Unimicron Electronic Ltd.
02.2008 - 03.2011
Master in Creative Industries and Arts Management -
Queensland University of Technology
Bachelor in International Trade -
Ming-Chun University
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