Operational Engagement Specialist
Taipei–Keelung Metropolitan Area
Uber | Operational Engagement 1. Developed performance dashboards and monitored performance metrics to boost user confidence on earnings by pointing out issues and solutions, using SQL hotspot map and geo-visualization tools. 2. Conducted user satisfaction survey, illustrated insights, and delivered actionable analysis to mitigate user concerns and to increase key satisfaction index via launching a loyalty program and issue-report process.3. Oversaw all taxi and rental partners throughout Taiwan. Planned and executed strategic initiatives to enable shared goals between partners and Uber with an account team of 8. Achieved all-time high fleet Satisfaction rate record in 23Q1 (4.7/5.0).4. Implemented strategies that reduced Driver Net Churn by 16%. Revamped driver quality management, and strengthened marketplace stability, achieving 13% improvement in supply quality.5. Arranged, executed, and hosted the successful launch of MPT (Multi-purpose Taxi) driver roundtable and the debut of Taxi driver roundtable from scratch, securing 4.93 (+13% vs. previous score) and 5 (5 out of 5) driver satisfaction score for MPT and Taxi sessions respectively.6. Enhanced MPT and taxi driver engagement through the monthly newsletter and achieved ~18% and ~7% average increase in response rate (L3M) respectively, whilst maintaining over-average satisfaction scores for MPT and Taxi drivers.UberEats | Account Management Associate1. Built and maintained strong relationships with restaurants and end customers, addressing concerns and ensuring smooth operations.2. Analyzed performance metrics to identify growth opportunities and optimize account strategies.3. Executed contract renewals related issues through Salesforce, MS Excel, and internal systems4. Trained and onboarded new interns, providing guidance to ensure rapid integration to team goals.5. Assisted with restaurant anti-money laundering projects, including business information verification with government deputy.
