Experience

Work Experience

Customer success, operations, and project delivery roles
Customer Success & Operations Team Lead
Alpha-CX Intelligent Technology Co., Ltd.
June 2024 – Present
  • Lead a remote customer support team providing technical support for smart security camera products.
  • Monitor KPIs, QA performance, and SLA compliance to improve service quality and response times.
  • Collaborate with Product Owners and Technical Support to resolve complex customer escalations.
  • Develop SOPs, monthly reports, dashboards, and retrospective reviews to support continuous improvement.
  • Coordinate project activities and stakeholder communication across cross-functional teams.
  • Support the delivery of multiple concurrent projects while maintaining operational performance and high SLA compliance.
Project Manager
Datawell Sundry & Innovations Ltd.
March 2022 – May 2024
  • Managed business operations and project delivery across multiple initiatives.
  • Coordinated project schedules, resources, and stakeholder communication to ensure timely execution.
  • Improved operational processes and standardized workflows to increase team efficiency.
  • Managed client relationships, project documentation, and reporting throughout the project lifecycle.
  • Collaborated with internal teams to deliver projects on schedule and strengthen stakeholder communication.
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