Experience

• 

  Go Boom Consulting

  • Taiwan
  • Marketing Services
  • 1 - 100 Employee

  • Co-Founder - Business Development

    • Aug 2022 - Present
    • Taipei, Taipei City, Taiwan

    We believe in helping dynamic companies ignite their growth in France & Europe. We build a guided path to success while inspiring change in how traditional companies think their global expansion strategies.

• 

  Novium France

  • Retail Luxury Goods and Jewelry
  • 1 - 100 Employee

  • Official Distributor - Europe

    • Sep 2022 - Present

    As Go Boom Consulting, we are handling everything for the brand, from strategy to operations: – Website creation & localization – Logistics and importation from Taiwan to France – Customer Service – 360° Marketing strategy consulting & day to day operations

• 

  RHINOSHIELD

  • Taiwan
  • Manufacturing
  • 100 - 200 Employee

  • Head of EMEA Customer Experience

    • Jul 2021 - Aug 2022

    - Supervising a team of 14 customer service agents - Identifying issues and developing systemic solutions (project execution or management depending on the scale) - Interviewing and hiring agents in accordance with forecasted needs - Defining KPIs and creating dashboard and reports for upper management - Performing semestral reviews and performance evaluation of agents leading to raise/warning - Responsible for department’s productivity (improvement of x1.7 average ticket/h) - Managing resources crisis during COVID by reorganizing the European team and delivering a seamless experience to customers - Coordination and unification with APAC & NOAM Customer Experience to offer similar solutions and share process

  • International Project Manager

    • Nov 2020 - Jun 2021

    - Harmonizing customer service processes for European teams - Defining, prioritizing, planning and implementing projects approved by executives - Benchmarking CRM solutions including programming to lighten the CS process and make it more efficient - Working in pair with the training dept to review and keep improving CS processes - Training of CS agents - CS “mentor”: dealing with most complex/litigious claims - Leader of the team in charge of Design your own case check (To prevent from copyright issue), as well as the team in charge of proactively checking the wrong address

  • Customer Service Specialist

    • Mar 2020 - Nov 2020

    - Delivering customer service to customers via CRM (100 to 700 requests per day) - Improving customer loyalty and retention - Placing orders, order changes, and confirmation - Follow-up with carriers to ensure products reach customers - Developing customer service policies, standards, and SOP - Working with IT and marketing to better customers’ experience - Checking the Design your own order to prevent from Copyright issues - Developing solutions with IT do prevent from mistakes from customers in the address field

• 

  Dutexdor

  • France
  • Textile Manufacturing
  • 1 - 100 Employee

  • Gestionnaire achats

    • Oct 2018 - Jul 2019

• 

  Le Fabuleux Shaman

  • France
  • Technology, Information and Internet
  • 1 - 100 Employee

  • Business Development

    • May 2017 - Aug 2017
    • Pont Audemer

• 

  7am Enfant

  • United States
  • Consumer Goods
  • 1 - 100 Employee

  • Prospection/suivi clientèle

    • May 2015 - Jul 2015
    • Région de New York City, États-Unis