Jui Fang Hsieh

Key Achievements:
• Collaboratively managed contact centers in India, Indonesia, Hong Kong, Bangladesh, Thailand, Vietnam, and the Philippines, implementing customer service projects to enhance service efficiency and improve customer satisfaction.
• Led and executed contact center vendor transition projects in three countries (including the Philippines, Hong Kong, and India), ensuring a successful transition within the required timeframe while reducing contact center costs and improving service quality.
• Implemented the invoicing process into the system, streamlining operations to cut processing time in half and reduce human errors.
• Assisted in implementing remote service in India, reducing customer repair requests and saving $3,000/per month repair costs.

Responsibilities:
• Conducted in-depth analyses of contact center operations, identifying areas for improvement and implementing strategies to enhance service quality.
• Led contract negotiations with vendors, ensuring consistent achievement of KPIs while driving cost savings and improving performance.
• Managed project evaluations from initial site surveys to final quotations, presenting actionable insights to senior management.
• Enhanced CRM system functionality by collaborating with internal teams to meet country-specific requirements, improving workflow and user experience.
• Achieved cost reduction in contact center operations through strategic contract renewals and process optimization.
• Redesigned service workflows to eliminate redundancies and improve team productivity.
• Integrate AI into chat and email services to improve the resolution rate of technical issues and reduce service costs.

Key Achievements:
• Establish a local major complaint handling team to direct significant complaints to specialized teams, reducing major complaints to 1/10 of the previous amount.

Responsibility:
• Oversee the Service Team, establishing country-specific KPIs to ensure the achievement of customer satisfaction targets.
• Establish and maintain effective communication channels to collect customer feedback on repairs and the customer service center, and ensure the timely resolution of escalated cases.
• Introduce a lucky draw and repair satisfaction QR code survey to improve the response rate of customer satisfaction surveys.
• Collaborate with internal departments to address and resolve customer complaints promptly and professionally, and improve internal processes.

Key Achievements:
• Write industry trend reports related to the sports and non-retail industries.

Responsibilities:
• Debug and proofread industry trend reports across various sectors.

• Process Transactions: Handle deposits, withdrawals, and transfers
• Customer Service: Assist with inquiries and provide account information
• Security: Ensure identity verification and report suspicious activities
• Administrative Tasks: Balance cash, complete paperwork, and update records