Law graduate with diverse industry experience spanning banking, telecommunications, and online gaming. Possesses keen logical thinking and meticulous attention to detail. Extensive international work experience in the Philippines, Dubai, and Malaysia has honed adaptability to diverse cultures and environments. Specializes in process optimization, customer case management, and complex problem-solving. Thrives in both independent and collaborative settings. Passionate lifelong learner, embracing new technologies and challenges. Aims to leverage legal background, cross-industry experience, and problem-solving skills to create value in new professional endeavors.
Hi, I’m
Frankie Chang
Customer Service
Summary
Overview
9
years of professional experience
Work History
B.C Game
Operation Manager -B2C
10.2023 - 6 2024
Job overview
- Managed multinational chat systems and supported international teams in Dubai and Malaysia, demonstrating strong cross-cultural communication skills and technical proficiency.
- Led investigations into customer complaints and optimized customer service center processes, resulting in improved efficiency and customer satisfaction.
Hwao Technology Co., Ltd
Account Manager -B2B
11.2021 - 04.2022
Job overview
- Successfully managed client relationships and ensured seamless transition during company's support team relocation from Taiwan to Philippines, maintaining high customer satisfaction levels.
- Implemented rigorous project management practices, including daily internal team check-ins and weekly/monthly Jira reviews, resulting in timely delivery of over 100 tasks and smooth website launches.
Hung Yuan Integration Tech. Ltd.
Sales Consultant -B2B
03.2019 - 08.2020
Job overview
- Coordinate with the third-party companies for seeking the new clients and maintain relationship with existing customers, which are located in gaming industry mostly
- Responsible for selling software any payment solutions to new clients
- Assisting clients to build up requirement plan
- Provide the SMS and Voice system solutions as a reseller.
Stanfort Graphic Studio
Business & Customer Service Manager -B2B
06.2017 - 07.2018
Job overview
- Managed B2B reselling processes for online gaming platforms (PT, AG, MG, etc.), including upselling products to potential clients and evaluating customer service and business processes.
- Prepared monthly financial reports for stakeholders, while training and coaching customer service agents on new product processes, demonstrating strong financial acumen and leadership skills.
Bayview Technologies, Inc.
Communications and Change Manager -B2C
02.2016 - 05.2017
Job overview
- Developed and implemented comprehensive communication plans for new system integrations (Avaya, Tableau, etc.), establishing regular multi-channel updates to ensure organization-wide awareness of changes.
- Collaborated with stakeholders across CS and project teams to foster stronger relationships, while motivating and coaching managers to effectively support and communicate change, resulting in improved adoption rates.
Bayview Technologies, Inc.
Quality Assurance Assistant Manager -B2C
11.2014 - 02.2016
Job overview
- Recruit and directly supervises a team of 15 Quality Assurance (Chinese) Specialists
- Work closely with the QA Manager and other language QA teams on weekly calibration preparation and execution
- Improve players' satisfaction and call quality by monitoring and giving feedback
- Develop and initiate standards/methods for inspection/testing and evaluation
- Utilize reporting to manage improvements in individual performance of QA Specialist
- Support the call center (more than 250 agents) by participating in cross-functional meetings and translating documents to give input on improvement opportunities.
Grand Trust International, Ltd.
Sales Manager
04.2013 - 04.2014
Job overview
- Responsible for obtaining profitable results
- Achieve forecasted sales by following a plan of actions
- Legal documents, including the contracts, maintenance and prepare regular reports; deal with corporate legal matters such as contract execution disputes
- Assist in planning the product marketing strategy and the sales channel.
Education
National Taiwan University
Bachelor of Laws
University Overview
Skills
Avaya/Intercom system setting and configuration
Languageabilities
Languageabilities
Score 810 (Certificated in 2019), Fluent in Mandarin Chinese, English (all four skills)Activities
Activities
1.President, the 12th Law Students Association, Evening school of NTU, 07/2006 ~ 07/2007
2.Member of MENSA (Malaysia)
Languages
Chinese (Mandarin)
Native language
English
Advanced
C1
Timeline
Operation Manager -B2C
B.C Game
10.2023 - 6 2024
Account Manager -B2B
Hwao Technology Co., Ltd
11.2021 - 04.2022
Sales Consultant -B2B
Hung Yuan Integration Tech. Ltd.
03.2019 - 08.2020
Business & Customer Service Manager -B2B
Stanfort Graphic Studio
06.2017 - 07.2018
Communications and Change Manager -B2C
Bayview Technologies, Inc.
02.2016 - 05.2017
Quality Assurance Assistant Manager -B2C
Bayview Technologies, Inc.
11.2014 - 02.2016
Sales Manager
Grand Trust International, Ltd.
04.2013 - 04.2014
National Taiwan University
Bachelor of Laws
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