Subordinate: 815• Lead and manage a North Asia language team of 815 customer service professionals across multiple locations in Japan, Korea, China, and Malaysia.• Develop and implement customer service strategies to improve efficiency and enhance customer satisfaction.• Monitor and analyze performance metrics to ensure SLAs and KPIs are met.• Provide ongoing coaching to support team development.• Collaborate with cross-functional teams to align customer service initiatives with overall business goals.

Subordinate: 135 • Lead a team of 10 team managers and 125 in-house agents, overseeing interactions with B2B partners such as Ctrip, Meituan, and Qunar and B2C contacts from CNHKTW customers.• Act as the primary liaison between B2B sales, operations, and SOP teams, facilitating the onboarding of B2B partners and the establishment of SOPs.• Implemented a feedback collection mechanism and regular briefings with B2B sales and operations to gather partner input and refine SOPs as needed.• Collaborated with Workforce Management, scheduling, and Talent Acquisition for HC forecasting and strategic hiring planning.• Coordinated with KPI and analytics teams to craft and standardize operational KPIs, ensuring effective delivery of results.• Conducted regular open-door sessions and strategic town hall meetings to engage with agents, encourage open communication, remain abreast of the business landscape, and provide motivational support.• Lead significant departmental initiatives including BPO expansion, team captain globalization, and the implementation of new B2B customer service models.

Subordinate: 14• Led a team with 1 team leader and 13 account managers to support sellers selling on North American, European, and Japanese marketplace.▪ Set up on-line sales/Amazon product adoption strategy and execution, including offline events/online activities to recruit new sellers, educate and help sellers launch online, manage seller selections and merchandising like deals & events, and drive different Amazon products and features with initiatives.▪ Provided insight and develop business proposal to Amazon stakeholders on overall strategy, road-map and deliverable of new seller recruiting and business development.▪ Collected the feedback/data/information from sellers & market, and assisted with making recommendation on developing Amazon products and policies requirements.▪ To participate in/or lead initiatives/projects with cross function teams to improve both internal team’s efficiencies and external customer and seller experience.

• Leading CN2NA, CN2EU, CN2JP new seller recruiting team, drive launch% and feature adoption to achieve GMS target.• CN2EU SSR Arc owner, represent CN to prepare and join WBR/MBR/QBR/OP1/OP2 with EU stakeholders, negotiate resource for CN team in order to drive business.• FBA domain owner for NSR, work out FBA related initiatives for CN sellers together with global FBA team, set and align the FBA related initiatives and adoption goal across all the team in new seller recruitment department.

- Managing selling partners, including regular business review and provide selling guidance.- Proactively communicate with internal cross function team, such as technical, PMO & marketing to define business opportunities and initiate projects accordingly.

- Manage relationship with both Japanese large corporates and SMB clients, proactively discuss with the merchant regarding their business, growth strategies, find the opportunities to upsell products, increase share of checkout in order to meet the overall profitability.- Coordinate with sales, technical & market departments to build new process and find business opportunities.- Quick response to clients' inquiries on transactions, products and Support the clients to complete onboarding procedure including underwriting review and KYC.- Regular business review with clients, including revenue trend, buyer corridor ,

- Support leader to lead a group of employees into becoming a high performing team that meets performance goals - Support and drive needs- based initiatives through communication