Jim Chang ( 張俊龍）

(i2 was acquired by JDA in 2010, and JDA changed name to Blue Yonder in 2020)

Customer Support Manager:

· Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.

· Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.

· Collaborated with cross-functional teams to address recurring customer issues and improve overall product quality.

Renewal Partner:

· Managed software renewals for on-premises and SaaS customers across China, Taiwan, Southeast Asia (Singapore, Philippine. Thailand…). Serving renowned clients such TSMC, Lenovo, Huawei, Seagate, Quanta, Pegatron, Dole Food, Cathay Pacific Airways…

· Responsible for renewal revenue exceeding 9$ million and consistently maintained renewal rates above 95% over the past decade, reaching 111% in 2023.

· Identify customer challenges with software usage and explore solutions like training, health check, consulting, or new software to drive additional revenue for the company.

· Implemented Oracle Supply Chain Solution.

· Built strong relationships with clients, fostering long-term partnerships and repeat business.

· Facilitated change management initiatives, helping organizations adapt smoothly to new systems and processes.

· Oversaw project teams and maintained quality-minded schedules.

· Managed and implemented i2 supply chain solutions for TSMC, UMC, Samsung, Inventec and CMC.

· Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.

· Managed resources effectively to avoid unnecessary delivery delays.

· Engaged customers to discuss business needs and explore opportunities to increase sales.

· Mentored junior team members to develop their skills and advance within the organization

· Met project deadlines without sacrificing build quality or workplace safety.

· Coordinated with cross-functional teams to resolve project issues and mitigate risks.

· DEC global supply chain project Taiwan super user

· Inventec IT Project manager for supply chain project

· Coordinated IT operations activities to deliver smooth flow of daily business needs.

· Oversaw IT department operations and training.