Experience

Insight Software

• Taiwan
• Blockchain Services
• 1 - 100 Employee

• Field Application Engineer

  • Jul 2021 - Present

  1. Technical Services: Collaborate with suppliers to monitor technical issues or requirements related to various customer service groups, research and provide appropriate information or solutions to customers. (AWS) 2. Account Management: Manage account and password information for various cloud service related products and derivative services. (Email/Root/IAM). 3. Knowledge Base Management: Establish a technical maintenance service knowledge base and be responsible for updating and managing its information. (by Google-Excel / Github-Repositories Issues) 4. Technical Marketing: Share cloud service or blockchain activities or new technologies with customer service groups on a regular basis to increase corporate brand trust and image. 5. Blockchain Project Research: Conduct research on blockchain GameFi projects and publish research reports. (on Medium) https://medium.com/@edwinkao 6. Office Affairs Management: Handle administrative general affairs such as procurement, decoration, and IT equipment management, as well as temporary needs. Show less



幣託集團 BitoGroup

• Taiwan
• Financial Services
• 1 - 100 Employee

• Customer Care

  • Mar 2021 - May 2021

  1. Provide services such as product operation and basic knowledge of blockchain. (in Chinese/English) 2. Manage member risk through KYC verification work. 1. Provide services such as product operation and basic knowledge of blockchain. (in Chinese/English) 2. Manage member risk through KYC verification work.



VeryBuy

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

• Customer Service Supervisor

  • May 2020 - Jul 2020

  1. Customer service management: Personnel performance management, supervision, and ensuring the stability and analysis of various customer service KPIs. 2. Customer service project execution: Establishing a telephone recording system and related workflow. 3. Risk control: Collecting and analyzing service data and seasonal trends to schedule customer service work and respond to risks. 1. Customer service management: Personnel performance management, supervision, and ensuring the stability and analysis of various customer service KPIs. 2. Customer service project execution: Establishing a telephone recording system and related workflow. 3. Risk control: Collecting and analyzing service data and seasonal trends to schedule customer service work and respond to risks.



CLBC

• Taiwan
• Consumer Services
• 1 - 100 Employee

• Operations Manager

  • Aug 2019 - Mar 2020

  1. Space Operations: Responsible for operating and managing shared workspaces and business centers (with approximately 100 clients across 2 office spaces). 2. Customer Service Supervisor: Assist and oversee front-end personnel in their service operations, ensuring service quality and customer satisfaction. 3. Sales Operations: Directly engage with customers to introduce the company's space products and facilitate transactions. 4. Customer Service: Assist customers in achieving their expected goals through existing products or services. 5. Recruitment and Training: Recruit new employees and provide initial training in customer service and sales operations. 6. Project Management: Execute and monitor progress of various new and existing projects (marketing/service/business cooperation). 7. Business Development: Identify suitable targets from customers or other industries and negotiate opportunities for cooperation on existing products or new services. 8. Contract Review: Draft, review, and coordinate commercial cooperation and customer space lease agreements. 9. Special Assignments: Execute special assignments from the general manager. Show less



OTCBTC

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

• Customer Success

  • Feb 2018 - Feb 2019

  1. Customer service: Provide online customer solutions and follow up on user-reported issues, identify user needs to achieve satisfaction standards. 2. Operational reporting: Record events and identify any potential risks, and provide daily/weekly reports to product teams and developers. 3. Knowledge management: Establish and regularly update internal and external articles, ensuring smooth workflow and user experience. 4. Risk management: Identify whether users engage in high-risk illegal behaviors towards other users and the platform through their transaction records on the platform. 5. Build long-term relationships and trust with customers through open communication and interaction. 6. Integrate and analyze customer needs, conceive new solutions or services to assist the development team in product iteration. Show less



InterServ International Inc.

• Computer Games
• 1 - 100 Employee

• Customer Service Supervisor

  • Feb 2016 - Oct 2017

  1. Rebuild and optimize customer service workflows to increase work efficiency by 200%. 2. Assist product managers in proposing customer service solutions or innovative services. 3. Assist the technical department in developing new customer service internal operating systems and new features. 4. Handle multiple tasks for customer service events for all game projects. 5. Respond to and handle routine customer complaints locally and overseas. 6. Track and ensure that all team members' customer complaints are resolved. 7. Handle public relations events on social media (including Facebook and Google platf Show less



智凡迪, 暴雪客服團隊

• Leader of Service Level Coordinator

  • Jan 2014 - Jul 2015

  1. Customer service incident management: Establish standardized response formats and ensure the accuracy and timeliness of information in cross-regional contacts.2. Multi-task management: Identify and manage each customer service case, keep track of and ensure the flow of information.3. Data analysis: Provide analysis reports to the customer service manager on a [daily/weekly/monthly] basis to adjust and improve customer service performance.4. Monitor service levels: Monitor to ensure that all Blizzard product customer service channels are operating normally.5. Lead teams and create value: Standardize workflows and improve problem-solving efficiency by 120%.6. Project - Mass Kill: Through conditional analysis modeling, analyze data sources (Excel), produce a large number of abnormal name lists, and freeze 60,000+ WOW cheat robot accounts within 6 months. Show less

• Game Master - World of Warcraft Taiwan

  • Dec 2010 - Dec 2013

  1. Provide online product and account-related services (phone/text chat, Mandarin).2. Elite Quest Master: Solve various difficult problems and quests related to World of Warcraft for colleagues.3. Project - System Pulse Check: Regularly collect feedback and suggestions from customer service staff regarding tool usage, summarize and provide to Blizzard headquarters.4. Translation: Assist in translating Blizzard's original English documents.5. Awards: 2011 Outstanding Customer Service Representative: Bronze. Show less