$80M Series-A Web3 startup with backed by Mark Cuban, 500 Global and Animoca Brands• Enhanced bug reporting, reducing issue resolution time by 70% and supporting product revamps across all product lines, including AA wallet, bridge, NFT marketplace, and staking features• On-Chain Game Project: Led a project that drove 60% growth in Arbitrum chain engagement and increased user growth for wallet users.

• Improved customer success management, increasing user satisfaction from 86% to 95% for a user base of over 1 million through targeted product analysis, comprehensive team training, and deep issue investigation• Developed a help center with localized UI and multilingual FAQs (English, Chinese, Japanese, Korean) to better serve global users• Trained customer support staff, implemented bot-driven ticket triaging, and designed service level agreements (SLAs) to streamline support… Show more • Improved customer success management, increasing user satisfaction from 86% to 95% for a user base of over 1 million through targeted product analysis, comprehensive team training, and deep issue investigation• Developed a help center with localized UI and multilingual FAQs (English, Chinese, Japanese, Korean) to better serve global users• Trained customer support staff, implemented bot-driven ticket triaging, and designed service level agreements (SLAs) to streamline support processes and enhance service efficiency Show less

Fastest-growing Web3 content marketplace with 100+ DeFi strategies & $250M+ volume.• Analyzed product data to identify 800 key users, conducting targeted interviews to improve feature adoption.• Managed bug reports and community feedback, coordinating with the product team for timely resolutions.

A leading global cryptocurrency exchange in 2019, specializing in ICOs and serving over 300,000 investors, with a peak trading volume of USD 13 million.• Managed the fiat-to-crypto system, liaising between the tech team and customers, and supporting legal and product design efforts.• Handled corporate and VIP accounts. Enforced AML protocols across multiple blockchains, ensuring compliance with international sanctions.• Used Zendesk to manage inquiries, coordinated part-time… Show more A leading global cryptocurrency exchange in 2019, specializing in ICOs and serving over 300,000 investors, with a peak trading volume of USD 13 million.• Managed the fiat-to-crypto system, liaising between the tech team and customers, and supporting legal and product design efforts.• Handled corporate and VIP accounts. Enforced AML protocols across multiple blockchains, ensuring compliance with international sanctions.• Used Zendesk to manage inquiries, coordinated part-time staff, and prioritized technical issue resolution with the tech team. Show less

Taiwan's largest retail bookstore chain named "Asia's Best Bookstore" by TIME Magazine.• Sales & Revenue: Managed and optimized sales and shipments for Literature and Language books.• Inventory: Coordinated with suppliers to maintain stock levels and improve availability.• Customer Engagement: Analyzed sales data to guide merchandising and boost sales.• Collaboration: Aligned sales strategies with marketing and logistics for smooth operations.Reporting: Provided… Show more Taiwan's largest retail bookstore chain named "Asia's Best Bookstore" by TIME Magazine.• Sales & Revenue: Managed and optimized sales and shipments for Literature and Language books.• Inventory: Coordinated with suppliers to maintain stock levels and improve availability.• Customer Engagement: Analyzed sales data to guide merchandising and boost sales.• Collaboration: Aligned sales strategies with marketing and logistics for smooth operations.Reporting: Provided performance insights and recommendations to senior management. Show less