Chia-Chi Lee Email & Phone Number

Experienced Project Manager in customer service software development project.

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  Manager, Project Management

  Klook

  Dec 2023 - Present - 台灣 臺北市 台北

  - Successfully migrate enterprise-wide system from Zendesk to proprietary platform for agents with zero service disruption and saving 200+ Zendesk account cost.- Craft out AI series project implementation plan to facilitate BU to adopt the service, reduce 6.5% of AHT.- Led specialized service system project for high-profile concert event, e.g. coldplay, proactively manage the traffic crush risk by support channel separation, successfully serve the hero product customer service.- Established project templates, promote/training the best practice within organization.- Implement the system priority assessment framework-RICE to the organization, manage product backlog and pipeline via establishing iteration cross-team rule, increased the feature delivery efficiency by 40%.