Wanling (Liona) Wang

• Operation lead of MappedSwap protocol (Decentralized trading swap exchange platform).
• Drive execution of strategic objectives and work closely with senior management to define objectives and drive execution of related work streams across all key operations function and beyond.
• Set up operations with different teams to identify and implement necessary processes to improve MappedSwap’s effectiveness and efficiency.
• Reviewed operations reports to understand numbers and trends.
• Data validation of net settlement of various cryptocurrency coins with exchanges and liquidity providers, supervise critical account and asset reconciliation and record keeping.

Business Communication class: Half-day lectures per week.

• Engaged students with insightful and compelling classroom discussion of topics relevant to coursework to boost student learning and retention.
• Used variety of learning modalities and support materials to facilitate learning process and accentuate presentations.
• Evaluated and revised lesson plans and course content to achieve student-centered learning.

• Developed and improved team member training and established service standards and metrics and monitored team to make sure customer service is meeting standards.
• Worked across organization to streamline processes and facilitate solving customer issues accurately and efficiently.
• Ensured smooth and timely client onboarding by coordinating internally with different teams involved.
• Support and work closely with CEO to execute on business development strategy.

• Aligned closely with business owners and employees to gather information and gain operational insight.
• Analyzed problematic areas to provide recommendations and solutions.
• Conducted research, surveys and interviews and analyzed data to gain insights into business, detecting issues and investigating ways to resolve them.
• Collaborated with teams to define, strategics and implement service and marketing strategies of startups.

Customers: VOLVO, Wing Fung Bank, Shin Kong Bank, Nu Skin (China), Yang Ming Shipping, Happy Hair, Delta, Ankh Smooth Handmade Soap, StarField Communication (satellite broadband), Wagru Burger.

• Established and maintained operation processes, standard regulations and manuals of Greater China according to goal of headquarters to improve management efficiency.
• Drive policy implementation and executions of effective workflows for sales teams
• Run payroll processes for domestic employees and assist in month-end closing process
• Supported financial operations including to AP/AR processes and expense reporting
• Assist general manager to promote various projects, and be responsible for communication and coordination with Sales team in Taiwan and Shanghai and customer service team in Malaysia.

Guangdong Nanyue Bank Service transformation

• Participated service transformation project for 12 branches of Guangdong Nanyue Bank in mainland China.
• The consulting team completed transformation and knowledge transfer of total of 12 sub-branches in Zhanjiang and Changsha, China within 7 months.
• Created high service satisfaction and achieved revenue targets, growth rate of valued customers in the transformed bases is 10.9%, which is much higher than 2.7% in non-transformation bases, average referral success rate is 48.9%, and customer deposits increased by 34.5% within five months.

• Worked with clients to understand their needs and to agree scope of each consulting project.
• Conducted research, surveys and interviews and analyzed data to gain insights into business, detecting issues and investigating ways to resolve them.
• Successfully developed and led mystery shoppers team of 40 in implementing service audit tasks over 300 times per year .
• Developed and provided training and coaching on service audit projects to over 50+ mystery shoppers.

Customers: Taiwan High Speed Rail, Nu Skin, Yang Ming Shipping, MAZDA, Shin Kong Bank, Guohua Life Insurance, AMO Cake, Taipei Hospital, Enzhugong Hospital, NIKE, etc.

• Developed and initiated projects, managed costs and monitored performance.
• Developed, planned, conducted mystery shopper projects within retail, financial services, transportation, hair salon, entertainment and real estate industries.
• Trained, hired, and supervised over 35 mystery shoppers to meet project needs.
• Maintained relationships with vendors to lower costs and diversify capabilities.