We help start-ups and small business owners develop a tailored go-to-market strategy for their cross-cultural product. As culture translators, we partner specifically with consumer-friendly brands that have global ambitions for launch in Taiwan and US markets. Successfully led clients to launch on Amazon and win 2019 CES Innovation Award. Shoot me a message to see how we can help you do the same.

I manage and advise on the customer and operational experience for our next gen digital servicing technologies such as Intelligent Automation, Messaging, and Social Servicing. Responsible for defining customer journeys, prioritize product backlogs, and ensuring successful operational implementation on key experiences such as In-App Messaging and bots. Led the expansion of messaging platform and service offering from 30% to 100% of Amex Card Member population while creating and leading training of 400+ Customer Care Professionals on redefining servicing experiences through Intelligent Automation and Messaging. Implemented AI conversational design within traditional customer service journeys across devices with significant results (80%+ customer satisfaction).

Led implementation strategy, operations planning, QA testing and successful launch of Live Chat on mobile web within 3 months of new role. Identify opportunities for simplifying servicing procedures through transcript analysis and weekly customer experience reviews with Product and Operational teams to inform and prioritize product roadmap. Build and design actionable cross-channel reporting for Live Chat and Social Servicing performance to provide operational feedback and product insights for various business teams on a weekly, monthly, and quarterly basis.

Championed insights program to provide actionable customer feedback from digital channels to over 10 business partners. Built custom qualitative data analysis model on Excel to create dashboards and provide insights reporting on a monthly/quarterly basis. Managed and launched user research email campaign to survey 18K+ card members, receiving 16% response rate within 2 weeks to successfully inform restructuring of Amex's travel program. Led implementation of Adobe Omniture system from scoping to requirements gathering to UAT validations and launch within timeline and budget constraints.

Managed projects end-to-end working with global development teams to to deliver on internal clients' goals and objectives while meeting timelines. Managed initiatives using Agile methodology with ticketing in JIRA for requirements gathering, sprint planning, and backlog grooming. Communicated key releases to senior leadership weekly.

Imagine Global Communications is a luxury travel public relations agency representing luxury hotels and destinations across the globe. Initiated social media marketing strategy for client to increase reach by 35% within 3-month period by conducting market research and optimizing audience exposure through analyzing behavioral data on Google Analytics.

As an intern, deliverables included competitive case studies, ecommerce & social media audits, social media engagement strategy, and weekly marketing trends reporting for brands focused on digital customer experience.

Created and taught technology instruction courses for programs such as Adobe InDesign, Photoshop, and Microsoft Excel to all levels of Ithaca College audience (faculty, staff, students). Frequently investigated and resolved users' technology issues for a range of programs.