Jui Chen Chang Email & Phone Number

Taiwan

Taipei City, Taiwan

Taipei City, Taiwan

- Led a 8-people offshore team who creates Knowledge Base that guides our support agency & in-house CX team on resolving users’ issues, and streamlined operational process to accelerate Time-To-Market by hitting 98%+ of Service Level Agreement (SLA)- Built automated resolution workflow that significantly shorten the average ticket handling time (AHT) by 30%+ and successfully saved ~USD$400,000 of operational cost within 6 months- Optimized In-App Chat-support framework with… Show more - Led a 8-people offshore team who creates Knowledge Base that guides our support agency & in-house CX team on resolving users’ issues, and streamlined operational process to accelerate Time-To-Market by hitting 98%+ of Service Level Agreement (SLA)- Built automated resolution workflow that significantly shorten the average ticket handling time (AHT) by 30%+ and successfully saved ~USD$400,000 of operational cost within 6 months- Optimized In-App Chat-support framework with principle-based strategies, market researches, and user analysis, resulting in increasing Customer Satisfaction by 20% and eliminating No-Sat score by ~10% within 4 weeks- Optimized Chat support content to better serve our end-users and business needs, resulting in increasing user satisfaction by 20% within 4 weeks- Produced and architected the Agent Knowledge Base in Salesforce (SFDC) and managed the content migration (3000+ articles) end-to-end from Google Suite to Salesforce- Designed information structure for Help Center with a focus on optimizing cost-efficient content production and improved metrics such as Agent First Contact Resolution, Customer Deflection Rate, and Agent Average Handling Time- Worked closely with both Global team and Engineer team on top-down strategies and policies, and implemented the regional decisions to North Asia in a valuable approach Show less

San Francisco Bay Area

Uphold is a leading cloud-based digital currency platform that provides financial services to consumers and businesses. It combines the mobile app model with payment connectivity to offer financial services to a global market. Found in 2013, Uphold has powered over $5 billion transactions in 30+ currencies(traditional and crypto) across 184+ countries.The project objective was looking for potential industries/customers who using cryptocurrencies or token-based as payment structure. The… Show more Uphold is a leading cloud-based digital currency platform that provides financial services to consumers and businesses. It combines the mobile app model with payment connectivity to offer financial services to a global market. Found in 2013, Uphold has powered over $5 billion transactions in 30+ currencies(traditional and crypto) across 184+ countries.The project objective was looking for potential industries/customers who using cryptocurrencies or token-based as payment structure. The key rule was to create a new strategy by analyzing the ecosystem of blockchain, targeting potential industries and promoting Uphold as their strategic partner. Show less

Barcelona, Spain

BASF is a German chemical company that has lead the industry for several decades. Beginning in 1865, BASF has strived to incorporate their chemicals in nearly every industry, including cosmetics, automotive and agricultural fields.This consulting project was working in a team of 4 cross-cultural master students with BASF for a new biodegradable product in the European market. Throughout this term, BASF partnered with the Team in order to better understand the prospective market, as well… Show more BASF is a German chemical company that has lead the industry for several decades. Beginning in 1865, BASF has strived to incorporate their chemicals in nearly every industry, including cosmetics, automotive and agricultural fields.This consulting project was working in a team of 4 cross-cultural master students with BASF for a new biodegradable product in the European market. Throughout this term, BASF partnered with the Team in order to better understand the prospective market, as well as form a proper unique selling proposition. The project objective was evaluating the feasibility of a new biodegradable plastics product in the European market. The key rule was to define the viability of the project by doing market research, qualitative/quantitative analysis to understand the potential market size, revenue streams, customer profiles, and upcoming related legislation. Show less

Taipei City, Taiwan

- Maintained key supplier relationships and managed business escalations, contract negotiation, and product cost management- Collaborated with Product team, Engineering, and Manufacturing to execute the supplier sourcing strategies that align technology, business requirements, and roadmap with supplier capacities- Performed and communicated supply chain cost forecasting or revenue opportunities based on trend analysis and market conditions

Taipei City, Taiwan

- Conducted supply <> demand models and prepared the forecast weekly and monthly reports with the use of SAP system and Excel to ensure material readiness and mitigate the risk of material shortages or excesses- Managed a brand range of moderately complex supply chain processes, such as inventory analysis and planning, demand management, logistic management, and import/export operations - Involved in assisting in NPI supply planning; engaged with Product team and Engineering team… Show more - Conducted supply <> demand models and prepared the forecast weekly and monthly reports with the use of SAP system and Excel to ensure material readiness and mitigate the risk of material shortages or excesses- Managed a brand range of moderately complex supply chain processes, such as inventory analysis and planning, demand management, logistic management, and import/export operations - Involved in assisting in NPI supply planning; engaged with Product team and Engineering team to formulate ramp-up plan, deployment model, buffer, and site balance strategy- Worked with Logistics, VMI Hubs, and OEMs on simulations and risks assessments of the materials allocation and MPS to align with the latest capacity to mitigate supply risks and volatility Show less

Master In Global Entrepreneurship Management, Entrepreneurship/Entrepreneurial Studies

Activities and Societies: Master in Global Entrepreneurial Management(MGEM) is a joint Master program offered by IQS School of Management.

Master In Global Entrepreneurship Management, Entrepreneurship/Entrepreneurial Studies

Activities and Societies: Master in Global Entrepreneurial Management(MGEM) is a joint Master program offered by IQS School of Management.

Master In Global Entrepreneurial Management, Entrepreneurship/Entrepreneurial Studies

Activities and Societies: Master in Global Entrepreneurial Management(MGEM) is a joint Master program offered by IQS School of Management.

Bachelor Of Business Administration - Bba

- Major in Business Administration - Course includes: Economics, Accounting, Financial Management, Marketing Management, Operation.