Stanley Huang
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
US&C Operations & Insights - Service Quality, Risk, and Compliance Mandarin Expert
Uber
7 2022 - Current
- Assisted 2 new hires throughout on-boarding process and successfully have them certified.
- Perform Weekly Production Agreement Audit, Mandarin Safety Data Audit, 100 audits per week with 99% above accuracy.
- Teamwork with stakeholders around global offices to execute new project launch.
- Build and maintain rapport with TW COE stakeholders for seamless collaborations.
- Delegate daily tasks to auditors and prioritize urgent tasks to ensure SLA is not breached.
- Established trackers and workflow SOP docs for auditors' reference.
Telemarketing Sales Representative
Eastern Home Shopping & Leisure Co., Ltd.
02.2021 - 11.2021
- Won the first prize of 26 new customers developing in March 2021
- Best Newbies Award of April & July 2021 with 200% target completion rate
- Promoted products to customers, did after-sales services and handled guests complaints over phone calls
- Self-taught via the internal platform and listened to recordings of top sales in order to groom up sales skills
- Brainstormed with teammates to come up with sales-talk and understood our products detailed in order to hit the target and KPI.
Quality Assurance Analyst - GRCN, Google Ads GCC
TDCX
04.2019 - 09.2020
- Performed daily audits and DSATs deep dive across 3 markets, China, Hong Kong & Taiwan
- Analyzed customer satisfaction surveys, agents KPI and presented to clients on a weekly basis
- Calibrated and shared cases with other 8 markets QAs in order to align the understanding of guideline updates
- Delegated tasks to other cluster QAs, monitored their workloads to make sure everyone is capable of completing tasks on time
- Worked with on-board trainers on arranging CX trainings and conducted the mock tests to newbies
- Performed 1-on-1 coaching with agents and set action plans and goals to help them reach and exceed the quality target.
Escalation Specialist, Steam Support
TaskUs Taiwan
05.2018 - 04.2019
- Handled escalated cases, 80 cases/day, with correct judgment calls and critical thinking skills to implement the proper handling procedures
- Communicated with clients in order to align with the compliance also meet the customer satisfaction
- Optimized cases handling procedures with teammates to make sure the knowledge and skills are aligned with the policy and standard
- Supervised floor operation management and SOP optimization authorized by managers
- Self disciplined on work performance by setting the goal and tracking the progress.
Senior Reservation Agent
W Hotels, Taipei
06.2015 - 04.2018
- Provided professional and smooth reservation experiences to guests through phone calls and email
- Successfully resolved guest complaints and turned the experience into a positive one
- Successfully provided WOW services and experiences to guests by collaborating with 5 departments
- Departmental Trainer, provided training and guidance for new staff to help with their personal growth and improvement on the job
- GEI(Guest Experience Index) champion, reviewed comments and feedbacks from customers and made correspondent service recovery.
Education
Bachelor - Air Transportation Management
Kainan University
09.2010 - 06.2014
Skills
Teamwork and Collaboration
Problem-Solving
Multitasking
Dependable and Responsible
Calm Under Pressure
Organization and Time Management
Supervision and leadership
Excellent Communication
Customer Service
Languages
Chinese (Mandarin)
Native language
English
Proficient
C2
Japanese
Advanced
C1
Timeline
Telemarketing Sales Representative
Eastern Home Shopping & Leisure Co., Ltd.
02.2021 - 11.2021
Quality Assurance Analyst - GRCN, Google Ads GCC
TDCX
04.2019 - 09.2020
Escalation Specialist, Steam Support
TaskUs Taiwan
05.2018 - 04.2019
Senior Reservation Agent
W Hotels, Taipei
06.2015 - 04.2018
Bachelor - Air Transportation Management
Kainan University
09.2010 - 06.2014
US&C Operations & Insights - Service Quality, Risk, and Compliance Mandarin Expert
Uber
7 2022 - Current
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