Roxin Chang Email & Phone Number

台灣 Taipei City 台北

• Project Documentation & Workflow Management: Maintained comprehensive and up-to-date project documentation to streamline workflows and ensure alignment across cross-functional teams.• Stakeholder Coordination & Communication:Acted as a central communication bridge, facilitating collaboration between project teams to ensure task progression, adherence to timelines, and efficient resource allocation.• Resource Planning & Budget Management: Monitored and managed project resources, including materials, budgets, and timelines, while proactively identifying and mitigating potential conflicts or overages.• Process Optimization & Capacity Analysis: Analyzed system performance metrics and capacity trends to optimize resource utilization and support scalable project execution.• Cross-Functional Collaboration: Partnered with stakeholders to integrate scalable solutions, align project strategies with organizational objectives, and enhance overall efficiency.

Taipei City, Taiwan

• Annual Operating Plan (AOP): Developed and executed the AOP to align workforce strategies with organizational goals and improve operational efficiency.• Forecasting & Scheduling: Leveraged data-driven decision-making to analyze historical trends, predict contact volumes, and create optimal staffing schedules to meet dynamic business needs.• Real-Time Monitoring: Monitored service metrics in real time and implemented automated workflows to adjust staffing as needed, ensuring adherence to service level agreements.• Reporting & Analysis: Generated detailed performance reports using advanced statistical modeling to provide actionable insights, enhance scalability, and support strategic planning.• Workforce Optimization: Implemented scalable solutions and process improvements, streamlining staff allocation and workload management to boost productivity.• Cross-Functional Collaboration: Partnered with cross-functional teams to design automation systems, optimize resource utilization, and integrate workflow efficiencies.

Taipei, Taipei City, Taiwan

• Team Leadership & Operational Oversight: Directed daily operations of the customer service team, ensuring seamless workflow management and high-quality resolution of customer issues.• Performance Optimization & Training: Assessed team performance through data-driven analysis, provided constructive feedback, and implemented continuous training programs to enhance skill development and efficiency.• Escalation Management & Problem Resolution: Led the resolution of complex, escalated customer cases by applying advanced expertise and strategic problem-solving to achieve successful outcomes.• Employee Engagement & Retention: Fostered a collaborative and inclusive workplace culture emphasizing open communication and professional growth, reducing turnover and enhancing team morale.• Process Standardization & Best Practices: Spearheaded initiatives to develop and implement standardized processes across teams, improving consistency while preserving individual team strengths and contributions.

Manage Live issues for all IPs and tools, adjust Customer Service center daily work and monthly schedule/ workforce.

台灣 台北市

Assist Blizzard SLC

台灣 台北市

Assist Blizzard customer service