Summary

Overview

Work History

Education

Skills

Software And Tools

Personal Information

Major Achievements

Timeline

Hsuan Wang

Highly Skilled Technical Support Specialist With Over 12 Years Of Experience In Providing Exceptional Customer Service And Resolving Complex Technical Issues.

Taipei City

Summary

Possessing more than 12 years of expertise in technology support and account management, able to consistently demonstrated the ability to effectively manage account finances and deliver required services with precise financial forecasts.

Leading a technical team in multiple languages and capable of providing comprehensive cross-border support. I have a proven track record of successfully managing and leading technical support teams. Additionally, team members are equipped with multiple technical skills, including cloud service, APP service, automation, and computing scripting skills.

In addition to achieving technical support KPIs, I am also adept at optimizing operational processes through a meticulous approach to delivery and implementation. The strategic focus always enables me to strengthen the overall support structure and elevate service quality.

Overview

years of professional experience

years of post-secondary education

Languages

Work History

Service Delivery Manager (Google TNS PLAY APP)

Accenture

07.2019 - 11.2024

Company Overview: Google Play TNS BPO Operation Project provides comprehensive technical support services to Google developers, enabling them to effectively manage and optimize their apps on the Google Play platform
Google PLAY Business Expertise: Deep understanding of Google PLAY products, competitors, and market positioning
Possesses a strong grasp of global and local business models, enabling the ability to showcase project strengths and deliver added value
Location Management: Possess a strong understanding of local market dynamics and expertise, enabling effective management of local technical operations
This includes recruitment, procurement, and vendor relations, ensuring seamless execution of projects and business initiatives aligned with local market needs
Leadership and Technical Team Management: Proven track record of leading teams effectively, resolving conflicts, motivating employees, and maintaining low attrition rates while achieving required utilization levels
Project Performance Management: Skilled in leveraging data and analytics to make informed decisions, utilizing tools and methodologies for quality assurance, inventory management, and project key performance measurement
Effective Communication: Demonstrated ability to communicate effectively with individuals at all levels of an organization, conveying complex ideas clearly and concisely to diverse audiences
Financial Proficiency: Proven ability to manage financial targets through effective budgeting, forecasting, and cost reduction strategies
Google Play TNS BPO Operation Project provides comprehensive technical support services to Google developers, enabling them to effectively manage and optimize their apps on the Google Play platform

Microsoft Azure Pass Technical Engineer

Microsoft

06.2017 - 07.2019

Company Overview: Microsoft Azure offers a comprehensive suite of cloud-based solutions accessible through the self-service Platform as a Service (PaaS) platform
Technical Multilingual Support: Provided multilingual support (English, Chinese, Cantonese) and translation services to address language barriers and enhance customer satisfaction in the global market
Azure (PaaS) Billing Support: Delivered exceptional customer support for Azure billing and account troubleshooting, demonstrating strong problem-solving skills and the ability to handle complex inquiries under pressure
Incident Management: Collaborated with technical teams to resolve critical billing and subscription-related incidents, ensuring minimal disruption to customer services
Technical Training Delivery: Delivered technical training programs to empower Support Engineering teams in Taiwan, Hong Kong, and China to provide efficient support for Azure PaaS services
Talent Acquisition: Recruited qualified team members for Azure billing support, conducting thorough interviews to identify candidates with the necessary skills and experience
Professional Development: Maintained technical proficiency through ongoing readiness and platform training, ensuring alignment with evolving industry standards
Customer Relations Management: Provided soft skills training and guidance to support teams in handling customer complaints effectively, reducing dissatisfaction and enhancing the overall customer experience
Microsoft Azure offers a comprehensive suite of cloud-based solutions accessible through the self-service Platform as a Service (PaaS) platform

Product Marketing Manager

Viscovery IoT Company

11.2016 - 06.2017

Company Overview: Viscovery is a leading solution partner for technology giants like Intel, IBM, and Quanta, specializing in artificial intelligence-powered audio-visual analysis
Tailored B2B Solutions: Delivering customized B2B solutions that address specific customer needs and drive revenue growth through effective communication and understanding
Contractual Framework: Establishing clear and comprehensive B2B cooperation contracts to ensure that agreements are mutually beneficial and executed flawlessly
Business Development: Actively seeking out potential customers and building strong business relationships to promote and recommend solutions that meet their needs
Customer Needs Assessment and Optimization: Conducting thorough investigations of customer needs, analyzing market trends, and monitoring customer realities to optimize existing customized solutions
Customer Relationship Management: Nurturing long-term relationships with customers by regularly reviewing their business volume, assessing customer value, and providing comprehensive evaluation reports
International Exhibition Management: Planning, executing, and managing international exhibitions to promote the brand and maintain its market presence
Market Research and Strategy: Conducting market surveys and collecting relevant data to develop effective brand marketing strategies
Viscovery is a leading solution partner for technology giants like Intel, IBM, and Quanta, specializing in artificial intelligence-powered audio-visual analysis

Bing Ads Search Operation Manager

Telexpress

04.2013 - 10.2016

Company Overview: Microsoft Bing offers a self-service platform that empowers online advertisers to create and manage search advertisements
Team Leadership and Management: Oversee a team of 30 direct reports, ensuring they consistently exceed performance expectations
Vendor Operational Management: Effectively manage administrative tasks, including conducting meetings and regular one-on-one sessions to foster team engagement and performance
Performance Optimization: Maintain and improve key performance indicators, such as customer satisfaction, issue resolution speed, Service Level Agreements (SLAs), and case handling time, to ensure the service market meets performance targets
Internal Collaboration: Collaborate with Microsoft to identify areas for improvement, drive operational efficiencies, and enhance customer satisfaction
Talent Acquisition and Resource Planning: Address recruitment needs, recruit suitable team members for the support market, develop strategic plans, and forecast business needs
Product Feedback and Collaboration: Work closely with the in-house product team to gather and provide customer feedback, contributing to system feature enhancements and user interface improvements
Reporting and Analysis: Consolidate weekly, monthly, and other periodic reports, providing regular updates on team performance and project status
Microsoft Bing offers a self-service platform that empowers online advertisers to create and manage search advertisements

Advertising Supervisor

Business Weekly Media Group

01.2012 - 03.2013

Company Overview: Business Weekly is a prominent publishing company in Taiwan, specializing in integrated marketing solutions
Digital Advertising Management Expertise: Skilled in designing, implementing, and managing digital advertising campaigns
Create targeted social media ads, analyze performance metrics (ROI, CPM, CTC, CTR), and optimize strategies for various markets
Customized App Development: Developed tailored app solutions to meet specific client requirements, aligning with O2O marketing objectives
Advertising Agency Strategic Partnerships: Cultivated strong relationships with global media agencies and advertising companies to ensure seamless execution of advertiser campaigns
Budget Management: Meticulously planned and executed marketing activities within designated client budgets
Social Media Management: Provided comprehensive social media management, including website planning and creative execution of online marketing campaigns, to enhance online presence
Advertising traffic planning and management: Implemented strategies to increase website traffic, member base, member purchasing power, and product sales through effective community management
O2O Marketing Optimization: Employed effective O2O marketing tactics to drive increased website and app traffic
Product Marketing Strategy: Developed and executed integrated marketing strategies, leveraging public relations and brand resources to enhance brand awareness and product competitiveness
Business Strategic Planning: Formulated comprehensive marketing strategies, including pricing, promotion, and marketing plan development
Business Weekly is a prominent publishing company in Taiwan, specializing in integrated marketing solutions

Advertising Products Specialist

The Reader's Digest Association Inc

10.2006 - 12.2011

Company Overview: Reader's Digest Co., Ltd
Is a globally recognized publishing and direct marketing company with a rich history of engaging readers from diverse backgrounds
Social Media Marketing Execution: Develop and implement effective social media marketing strategies aligned with client objectives, including website planning and creative execution
Advertising Manuscript Review: Ensure the accuracy and quality of advertising manuscripts, ensuring timely and successful publication
Client Relationship Management: Maintain strong and collaborative relationships with advertisers, fostering trust and facilitating smooth project execution
Advertising Strategy Development: Conduct in-depth analysis of client history, brand identity, and product features to develop targeted and effective advertising strategies
Media Planning and Coordination: Manage client accounts, provide comprehensive services, and act as a liaison between advertisers and companies
Customized Marketing Campaign Organization: Plan, execute, and monitor customized marketing campaigns that align with client brand objectives
Budget Management: Collaborate with advertisers to establish and manage media budgets that meet their specific requirements
Reader's Digest Co., Ltd
Is a globally recognized publishing and direct marketing company with a rich history of engaging readers from diverse backgrounds

Media Licensing Coordinator

ALPHA Media Corporation

10.2002 - 10.2006

Company Overview: ALPHA Media Company is a renowned international media agency and audio publishing firm
International Licensing and Business Development: Negotiate and close licensing agreements for music and drama content, expanding the company's global reach
Domestic Publishing and Marketing: Develop and execute comprehensive publishing, marketing, and online marketing strategies for domestic content
Content Localization and Translation: Oversee the translation of entertainment licensing contracts to facilitate international distribution
Digital Rights Management: Manage third-party authorizations and permissions for online platforms
International Broadcasting and Marketing: Develop and execute marketing strategies for overseas broadcasting of entertainment content
Television Marketing Management: Organize and oversee television channel operations, including advertising and programming
ALPHA Media Company is a renowned international media agency and audio publishing firm