Workforce Planning
Roxin Chang
Project Management
Taipei,Taiwan
Summary
Experienced in people and project management with a strong ability to multitask, facilitate cross-team communication, and engage in strategic project planning. Demonstrates exceptional organizational skills, critical thinking, and problem-solving abilities. Equipped with over 8+ years of valuable experience, ready to embrace new and challenging opportunities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Workforce Management Analyst
Blizzard Entertainment
1 2020 - Current
- Forecasting & Scheduling: Analyzed historical data to predict contact volumes and created shift schedules for optimal staffing.
- Real-time Monitoring: Monitored service metrics in real time, making staffing adjustments as necessary.
- Reporting & Analysis: Generated performance reports and provided actionable insights to improve service efficiency.
- Optimized Workforce Efficiency: Improved productivity by streamlining staff allocation and workload management processes.
- Cross-Team Collaboration: Worked with cross-functional teams to strategize and optimize staffing levels for better resource management.
Project Support Specialist
Blizzard Entertainment
01.2020 - Current
- Documentation & Organization: Managed project documentation to ensure all team members had timely access to up-to-date information.
- Coordination & Communication: Served as the communication bridge between project teams to maintain task progression and adherence to schedules.
- Resource Management: Oversaw project resources, including materials, budgets, and timelines, identifying potential conflicts or overages.
- Resource Optimization: Analyzed system performance and capacity trends to maximize resource utilization and ensure efficient operations.
CS Supervisor
Blizzard Entertainment
01.2023 - 01.2024
- Team Leadership: Managed daily operations of the customer service team, ensuring efficient and high-quality resolution of customer issues.
- Performance Management: Assessed agent performance, provided constructive feedback, coaching, and facilitated continuous training for skill development.
- Issue Escalation & Resolution: Successfully resolved escalated customer service cases that required advanced expertise and intervention.
- Employee Retention: Fostered a positive workplace culture with a focus on open communication and professional growth, leading to reduced turnover.
- Best Practice Standardization: Led initiatives to standardize best practices across teams while preserving the unique strengths and value of each.
Education
B.S. BUSINESS ADMINISTRATION - International Tourism Management
Tamkong University
Taipei, Taiwan07.2014
Skills
Forecasting Techniques
Statistical modeling
Project Management
Project planning and development
Risk Management
Data Analysis
Customer Service Management
Call Center Operations
Problem-Solving
Time Management
Customer Relations
Certification
Project Management Professional (PMP)
Locations
Taiwan, China, Remote, Relocatable.
Languages
Chinese
Proficient
C2
English
Proficient
C2
Affiliations
- Rotary International, Club of Taipei Zhifu
- Position: Member
- Year: 2024 – Present
- Project Management Institute (PMI)
- Position: Member
- Year: 2022 – Present
Interests
Archery
Game
Scuba Diving
Software
Tableau
Jira
Confulence
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Work-life balanceTimeline
CS Supervisor
Blizzard Entertainment
01.2023 - 01.2024
Project Support Specialist
Blizzard Entertainment
01.2020 - Current
Workforce Management Analyst
Blizzard Entertainment
1 2020 - Current
B.S. BUSINESS ADMINISTRATION - International Tourism Management
Tamkong University
Similar Profiles
Edward MaEdward Ma
Customer Service Representative at Blizzard EntertainmentCustomer Service Representative at Blizzard Entertainment
Elias WarrenElias Warren
Customer Service Champion at Blizzard EntertainmentCustomer Service Champion at Blizzard Entertainment
Sheri MeinburgSheri Meinburg
Accounts Payable Coordinator at Blizzard EntertainmentAccounts Payable Coordinator at Blizzard Entertainment