Kurt Chen Email & Phone Number

Taipei City, Taiwan

•Worked front line to assist members with inquiries regarding their benefit programs both pretax and post-tax accounts•Worked closely with Product Team to roll out new features on Health Spending Account platform. Collected feedback on product refinement.•Assisted clients and members from top-tier pool by prioritizing inquiries to meet the target on average less than 24 hours response time•Identified a blind spot on current SOP that’s causing more inbound and taking more resources on solving rather than creating a positive user experience from an early stage. Initiated a project to implement a step to communicate with the guests about potential outcome to reduce/manage expectation and statistically proven the inbound has largely brought down.

Taipei City, Taiwan

§ Implemented Zendesk Sell as CRM system across regional offices for CS Team to streamline sales funnel and enhance customer experience. Handled coordination and communication between stakeholders to ensure smooth implementation.§ In charge of sales functions including upselling and cross-selling. Created workbook to equip team with selling and objection handling skills. Successful upsell campaigns under my leadership resulted in prolonging users’ LTV and revenue increase for the company.§ Initiated consulting program as a solution to a challenge of unsatisfactory sales campaign outcomes. This program, aimed at building closer relationships when customers first join and ensure customers are fully knowledgeable about our product and are on the optimal plan based on their needs, is expected to result in an increased customer retention rate.

Taipei City, Taiwan

§ Handled cross-platform customer inquiries by collaboration with tech team to solve issues and provide accurate and timely response. On a monthly basis, consolidated and analyzed inbounds collected for feature/product development purpose. § Liaised with global sales teams in Los Angeles, Thailand, Brazil, and India as well as product team in Taipei to meet customer requirements and ensure project deadlines are met. As a result of implementation of Asana as a project management platform for hosting projects involving US Team and APAC Team, several projects were successfully completed in a timely manner and miscommunications and errors were vastly reduced. § Created web sign-up process allowing clients to complete registration and to provide information required for the creation of personalized apps in both iOS and Android operating systems. § Tracked and analyzed data of the sign-up and implementation processes of new apps to identify directions for streamlining and refining workflows. Improvements initiated and implemented by me resulted in a 35% reduction in time required for end-to-end process after product roll-out in August 2018.

Taipei

§ Researched local travel industry trend and market intelligence on monthly basis to report to HQ in Hong Kong for forecasting and future quarter business planning. § Worked with local major travel agencies on promoting MICE group to Hong Kong, hosted workshops to promote up-to-date MICE offering by HKTB. § Collaborated with major travel agencies and airlines in Taiwan on co-op marketing campaigns to promote attractions, hotels and events in Hong Kong to local market (Taiwan). Provided Hong Kong trade partners with local market trend to expand their business outreach in Taiwan market channels. § Contact window for OTA partners (Expedia, Booking.com, KKday, Klook) as marketing channel to promote events and reach KPI by exposure measurement

Taipei City, Taiwan

§ Onboarded new hotel clients by conducting onsite/online training sessions introducing the platform (SaaS) and advising ways to best leverage the system for their business. Managed system instruction manual for clients regarding product usage and regular post sales feature updates.§ Contact point for hotel clients to collect feedback and data for product refinement. Worked as connectivity expert for Taipei office to collaborate with XML partners to collect and report issues raised by hotel clients. § Regularly communicated with clients regarding company's pricing strategy by keeping seasonal/evergreen promotional campaigns' retention rate to meet KPI. § Over-achieved acquisition target in most quarters in designated region by cold calls, email outreach campaigns, market visits and workshop hosting. § Established and maintained relationships with existing and prospective partners, managed performance by providing consultation to hotel partners based on analysis of market trends (using data from Insight), resulting in increased performance by most key account partners.

Taoyuan

§ Administered scholarship and exchange programs for international students and managed sister school related affairs. § Arranged semester class schedules for all years in coordination with foreign professors and conducted daily inter-office affairs communication. § Translated unofficial documents for international students from Chinese to English and assisted students with their homework and learning of Chinese. § Organized events and field trips for international students of the program. End-of- year surveys regularly showed that these events were the highlight for students.