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
22
22
years of professional experience
8
8
years of post-secondary education
3
3
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
Education
Bachelor of International Business -
Griffith University of Australia
06.1999 - 01.2002
Diploma of Business Management - undefined
Martin Business College of Australia
06.1998 - 12.1999
Certificate of graduation - undefined
Emmanuel College of Australia
01.1995 - 06.1998
Skills
Management of Technical Engineers
Budget Management Proficiency
Operations Excellence
Client-Driven Solutions
Technical Expertise
Leadership and People Management
Project Management
Talent Acquisition
Communication and Presentation
Analytical Thinking
Time Management
Office Suite
Adobe
Operation System
Project Management Tool
Mind Mapping Software
Data Analytics
Digital Marketing Software
Cloud Computing
Software And Tools
- Google Docs
- Google Sheets
- Word
- Excel
- PowerPoint
- Outlook
- Adobe Acrobat
- Adobe Photoshop
- Illustrator
- Photo Impact
- Windows
- IOS
- Android
- Jira
- Redmine
- Slack
- Teams
- Evernote
- Xmind
- Freemind
- Google Analytics
- Amplitude
- YouTube
- Google AdWords
- Yahoo Bing Ads
- Azure
- Google Cloud
Personal Information
- Date of Birth: 12/14/80
- Nationality: Taiwan
Major Achievements
- Strong Financial Performance and Technical Operational Success for Google Play FY20-FY24, As Operations Manager and Location Lead, I oversaw a team of 30+ technical engineers. By implementing process optimizations and strategic recommendations, I consistently exceeded client expectations while achieving a 45% month-over-month increase in Customer Contact Index (CCI) and annual cost savings of over USD 500K.
- Microsoft Azure Support Engineering Ramp-Up, Led and executed comprehensive training programs, successfully equipping cross-country Support Engineering teams with the skills to provide Platform as a Service (PaaS) support in Taiwan and China. Achieved exceptional customer satisfaction and issue resolution rates within six months.
- Microsoft Yahoo Bing Online Searching Advertising FY15 & FY16 CRM Award, Recognized for outstanding customer satisfaction and issue resolution rates, consistently outperforming global standards. Achieved the lowest customer dissatisfaction rate globally in the Taiwan, Hong Kong, and Macau region.
- Customized Marketing Events for Business Weekly Regional Account Customers, Developed and executed tailored marketing strategies for Business Weekly regional account customers. Successfully secured high-profile sponsorships from leading brands (Mazda, EMBA, Macallan, Johnny Walker) and executed events within budget.
- Reader Digest Campaign Planning and Execution, Consistently delivered successful media events for Reader Digest for five consecutive years. Attracted sponsorships from major brands (Panasonic, Mercedes Benz, Toyota, Acer, DHL, FedEx, Fareast Tone, Hitachi, Chunghwa Telecom) and generated over 8 million USD in advertising revenue through event-related activities.
Timeline
Service Delivery Manager (Google TNS PLAY APP)
Accenture
07.2019 - 11.2024
Microsoft Azure Pass Technical Engineer
Microsoft
06.2017 - 07.2019
Product Marketing Manager
Viscovery IoT Company
11.2016 - 06.2017
Bing Ads Search Operation Manager
Telexpress
04.2013 - 10.2016
Advertising Supervisor
Business Weekly Media Group
01.2012 - 03.2013
Advertising Products Specialist
The Reader's Digest Association Inc
10.2006 - 12.2011
Media Licensing Coordinator
ALPHA Media Corporation
10.2002 - 10.2006
Bachelor of International Business -
Griffith University of Australia
06.1999 - 01.2002
Diploma of Business Management - undefined
Martin Business College of Australia
06.1998 - 12.1999
Certificate of graduation - undefined
Emmanuel College of Australia
01.1995 - 06.1998