Alex Wu Email & Phone Number

Taipei–Keelung Metropolitan Area

台灣 臺北市 台北

Contol the project of CS localization(Korean & Malaysia). Clarified the local CS need and found related resources to support local CS fulfill KPI. Reviewed and negotiated the contract with the vendor to find the best workmode with inhouse team.Review complaint cases and provide solutions to CS agents. Collected CS team’s issue of working, come out the suggestions and forward to other team, e.g. business development team, to improve internal process.Standardlized working procedure and defined SOP to global CS agents to follow. Built TQA team, analysed agents issues, and have 1x1 session to improve team KPI and CSAT performance. Set up internal audit methodology, saved 30% review time to help auditor maxmized their productivity to review more cases.

台北市

● Initiated NPS (Net Promotor Score) survey projected. Designed the questionnaire contentand introduced to all ASUS branch CSC department. Based on trial run results andnegotiated with all countries, conduct global reply rate and DSAT goal.● Weekly review North America, Latin America, and EMEA country’s serviceperformance to ensure DSAT rate meets the goal set up by HQ. Provided correspondingactions plans if the score does not meet KPI and monitor actions plans implementationprogress. Proactively connect HQ to have all support to countries to achieve KPI.Successfully decreased 20% DSAT.● Review CEO complaint cases and discover the process gap between HQ and local sites.Provide HQ’s service improvement plan, discuss with local country to discover the bestservice solutions, and review the action status. Achieve the goal of less than one CEOcomplaint per month.● Benchmarked competitors’service strategies, lead US ASUS service team to providecomprehensive service upgrade, which include the staff professional skills, serviceprocess improvement, system & search engine utilization, and creative services.Successfully achieved the goal of top 5 laptops brand in the Laptop Magazine review.

New Taipei City, Taiwan

● Built up and managed Mexico and Philippines call center and FAE service team.Strategically arrange PH and MX manpower to fulfill daily service operationrequirements.● Lead agents dealing with all US customer complaints. Decisions making when staffcould not follow normal procedures to close the cases. Increase customer satisfaction rate20%.● Analysis and improve the process flow to provide a more efficient and high-qualityservice experience to the users. Evaluated agents’ performance and conducted KPI nextyear.● Edited and announced global service notices and operation regulations. Visited regionalservice centers and provided new products training to local agents and FAEs.● Reviewed and found system issues and functions can be improved. Weekly discussedwith the MIS team to optimize and add new functions to e-shop websites and CRM tohelp agents provide high quality and efficient services.

台灣 新北市

● Leaded on-site service delivery team and monitored daily team output to fulfill SI(service indicators) agreement with customers. Re-engineered operation procedures tooptimize the process flow and to create more profit margin.● Cooperated with the sales team to create or renew the contract and negotiated the unitprice with customers to ensure the profit.