Jerry Lu Email & Phone Number

Taipei, Taiwan, Taiwan

Taipei City, Taiwan

-Develop Engineering Development Strategy with the executives to transform Commercial PC R&D processes with the implementation of automation, digitalization & re-design of the organizational structure. -Elected to serve Technical Talent Development board for Personal System to drive future capabilities need, talent diversity & refine talent advancement.

Singapore

Leading Customer Satisfaction organization for Philips Lighting's growth market. Full Responsibility on all regional customer operation metrics and Service P&L (15M€). Create & implement Customer Satisfaction / Experience (Service NPS) initiatives. Results in 15pts NPS improvement (65 to 80).Lead organizational transformation from issue resolution focus to.

Taiwan

Create and execute overall Customer Experience initiatives for HP PC and Tablet portfolio across Consumer and Enterprise segment. First CX champion in HP that focus on APJ region.- Customer Experience Culture: Create and Inject Customer Experience Culture to every level of employee across engineering, operation & quality function.- Voice of Customers.

• Setup global support team organizational structure ( across U.S.,Taipei and ShangHai) Recruit right talents and define clear business goals and personal development goal to achieve business and personal success.
• Responsible for Global Support Management to deliver on time, in quality Service deliverable for all HP Notebooks and Tablet products for World Wide customers..- Deliver Product Training and Product Repair Training.
• Responsbile for define and implement HP Notebook and Tablet support strategy to ensure warranty cost and customer experience is achieved.
• Represent Quality organization into Product development core team to advocate Customer Experience and Quality.
• Define and implement Customer Experience improvement program for HP NB products to improve customer satisfaction through meaningful innovation through design or services.

• Resource and operational management to ensure optimal team performance is achieved.
• Define service strategy for SW /HW support on all consumer notebooks to ensure service deliverable are best in class among other branding manufacturer.
• Program management to support GBU ( global business unit) initiatives on warranty cost reduction and quality improvement programs. Ensure key deliverable and implementation by WW regions are completed on schedule.

Job Responsibilities - Partner with development team, supply chain and Marketing to ensure product support readiness execution meet development timeline with minumum customer support or experience concerns - Responsible for HP Consumer Product Line WW support readness items- Collaborate with regional service team and partners ( Training, documentation, IT).

Taipei, Taiwan & Toronto, Canada

• Job Responsibilities
• Manage functional / globalization testing project for IBM software products to ensure customer’s quality criteria is meet.
• Manage outsource partner’s performance to ensure defined process is being followed and quality work is being performed.
• Represent IBM TWN to perform oversea SW testing(s) in IBM labs to ensure localized product achieve quality levels and provide sign off.
• Provide coaching to junior quality assurance staffs to ensure defined procedures are used consistently across all members

Taipei, Taiwan

• Establish standardized processes for document proof reading and software localization UI quality assurance.
• Team supervision and performance management, address operational escalations and asset workload for loading balancing.
• Served as a focal point to work with client (IBM) for new process implementation and quarterly finance billing review.Selected Accomplishment
• Implemented quality index to evaluate outsourced vendor’s performance for improve accuracy and save outsourced cost by 10%.

台灣 台北市

English teacher (4th grader) - partnering with Taipei City Education Bureau

Growing Innovative Leaders, Awared For Best Business Challenge Of The Year

Aiming for leaders in HP to transform business through executive business management training with a growth mindset

B.A. Degree, Foreign Languages & International Communication

Activities and Societies: Performing Theater