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
Workforce Planning
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 TimeWork Location
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
Project Management Professional (PMP)
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