Olivia Chang

- Create SOP and training materials for 10+ newcomers& interns on system operations, solution strategies, customer relationship management, and advanced product knowledge - Handle 15+ NPI & RTO projects per quarter with 100% customer satisfaction by increasing fab efficiency to ensure timely delivery of leading lot in adherence to the aggressive lead time; handle 60+ tape out design annually - Monitor & review customer's demand forecast for production orders and provide a weekly product mix plan report to meet their delivery plan request - Resolve capacity shortages by offering upside premium charge as well as resolve technical or manufacturing process issues quickly by cooperating well together with internal engineers & planners to ensure processing of shipments with 100% accuracy and get the best shipping cycle time - Lead & be responsible for understanding the order flow process for new advanced packaging projects to identify problem areas and resolve or advise

- Manage over 100 worldwide open sales orders with profits about $1 million to $1.5 million dollars, through effective email and verbal communication - Resolve global client requests, complaints and questions by cooperating with purchasing/ vendors/ fab and engineer department through effective communication & problem solving skills - Review customer forecast and set up formula in excel to control shipment schedule & replenish inventory stock on time

• Provide continuity of care to over 3,500 clients, and creating better word-of-mouth referral with 3% client increase per month • Coordinate logistical meetings and travel arrangements for executive and teams, including material preparation • Operate a minimum of 5 calls per hour; an average of 30 calls, emails and faxes per day • Prioritize and work on multiple projects in an intense deadline-driven environment • Negotiate with clients, lab technicians and insurance companies to increase speed of receivables by 90% • Enter/process expense reports and purchase orders with zero error rate • Complete and send over 40+ insurance claims daily with required documentations with 100% on time rate • Establish the training program by designing the onboarding process that brings along five new employees

• Handled and resolved client complaints and questions through effective communication, interpersonal and problem solving skills or route to appropriate organization • Optimized supplies levels by conducting inventory turnover analysis, resulting in 20% reduction in expenses • Managed client relationship by providing preventive oral health tips and proactive client care, increasing client satisfaction by 15% • Prepared and managed client reports for executive • Maintained regulatory forms/correspondence and records to ensure client confidentiality • Provided back-up for other assistants