Yichieh Lee
Service Delivery Management
Taipei City,TPE
Summary
Service management professional with extensive expertise in delivering and optimizing service operations. History of streamlining processes and improving client satisfaction through robust project management and strategic initiatives. Focused on team collaboration and achieving results, known for adaptability and reliability.
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
2026
2026
years of professional experience
2
2
Languages
Work History
Service Delivery Manager
Luanta
11.2022 - Current
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Spearheaded annual customer satisfaction (CSAT) surveys, conducting in-depth analysis of results to generate executive reports and define strategic direction for service enhancements.
- Analyze monthly departmental performance reports and customer case data to identify critical failure points and service gaps. Proactively proposed actionable improvement plans that led to a 10% reduction in recurring internal errors.
- Executed ad-hoc data analysis for senior management, providing data-driven recommendations on operational bottlenecks and market trends. Designed and implemented optimized cross-functional workflows between Service, Sales, and Tech departments, enhancing overall service delivery efficiency by 15%.
Customer Service & Operations Focus
Chainsea Company
08.2021 - 09.2022
- Successfully coached and motivated the team to increase cross-sell results, averaging over 10 additional cases per month.
- Oversaw performance and quality assurance for newly contracted third-party vendors, ensuring strict Service Level Agreement (SLA) compliance and maintaining a delivery rate of 95% or higher.
- Coached and mentored a team of 10+ service staff; established a performance recognition program that boosted team engagement scores by 25%.
Senior Customer Service Supervisor
Klook Company
06.2017 - 08.2022
- Dynamically managed staff scheduling and resource allocation based on forecasted workload volume, ensuring Service Level Agreement (SLA) adherence and minimizing staff burnout.
- Monitored key operational metrics (e.g., AHT, CSAT) and developed actionable, data-driven insights that resulted in a 5% boost in overall team efficiency.
- Coached and mentored service staff on complex case handling and conflict resolution, upholding rigorous service standards and resulting in consistent achievement of quality assurance scores.
- Prioritized and expedited workflow issues and critical escalations to maintain high customer satisfaction (CSAT) and strong working rapport with management.
Senior Customer Service Agent
Telexpress - Line
08.2016 - 02.2017
- Managed high-volume customer inquiries via email regarding account services, billing statements, and financial balances, maintaining professional and accurate communication.
- Systematically documented and tracked all customer interactions and solutions in the CRM system, ensuring data integrity for future resolution and reporting.
- Served as the primary point of contact for technical and service issues, effectively supporting both internal operational teams and external customers.
- Utilized back-end system tools and databases to conduct rapid account verification and issue accurate account information to customers, reducing customer follow-up inquiries.
Front Desk Supervisor
Duty Free Shop
2007 - 2016
- Directed the front-line customer experience, actively engaging guests to resolve immediate needs and build customer rapport, resulting in positive feedback metrics.
- Managed a high-volume multi-line phone system, rapidly routing inquiries and escalating complex customer issues to the correct specialized department for efficient resolution.
- Orchestrated seamless cross-departmental coordination with maintenance, security, and specialized service teams to ensure comprehensive guest satisfaction and facility safety.
- Supervised fast-paced, high-traffic front desk operations, maintaining service efficiency and quality standards during peak hours.
- Developed and executed comprehensive onboarding and training programs for new front desk staff, ensuring adherence to compliance requirements and quality service delivery protocols.
- Performed regular financial audits and reconciliation of daily transactions, ensuring strict compliance with internal accounting standards and minimizing discrepancies.
Education
BBA - Foreign Languages Education
Aletheia University
Taipei, Taiwan 04.2001 -
Skills
Service level agreement management
Timeline
Service Delivery Manager
Luanta
11.2022 - Current
Customer Service & Operations Focus
Chainsea Company
08.2021 - 09.2022
Senior Customer Service Supervisor
Klook Company
06.2017 - 08.2022
Senior Customer Service Agent
Telexpress - Line
08.2016 - 02.2017
BBA - Foreign Languages Education
Aletheia University
04.2001 -
Front Desk Supervisor
Duty Free Shop
2007 - 2016