YenChien Peng

- Led a 24/7 global customer support operation across three shifts, managing a multinational, multilingual team spanning on-site and remote environments to ensure consistent, high-quality service delivery worldwide. - Built and scaled a customer-first support organization, driving service excellence, high satisfaction, and efficient resolution across diverse markets and time zones. - Owned end-to-end support operations strategy, including process design and optimization, knowledge base governance, QA frameworks, and training systems to ensure operational consistency and scalability. - Directed workforce planning and performance management, overseeing scheduling, capacity planning, and KPI governance to maintain SLA targets across global regions. - Established and led structured onboarding, continuous training, and quality assurance programs, ensuring team readiness aligned with evolving products, policies, and regional requirements. - Acted as a key stakeholder in cross-functional collaboration, partnering with Product, Engineering, and Operations to drive product improvements and support system enhancements based on customer insights and frontline data. - Leveraged data-driven insights to identify operational inefficiencies, implement scalable solutions, and continuously improve support workflows and customer experience. - Mentored team leads and agents through coaching, performance evaluations, and leadership development, fostering a high-performance and globally aligned culture.

- Built and operated a self-driven e-commerce business from 0 to 1, without prior experience, focusing on Korean dental (gum care toothpaste) and skincare products. - Managed the full business lifecycle independently, including sourcing, inventory, pricing, marketing, customer service, and operations. - Developed strong expertise in keyword strategy and SEO optimization to drive organic traffic and visibility. - Designed and executed pricing and promotional strategies, achieving product differentiation in a competitive market and gradually becoming the primary seller in this niche on Shopee. - Expanded sales channels beyond Shopee to multiple major Taiwanese e-commerce platforms, and successfully launched and operated an independent e-commerce website. - Delivered high-quality customer experience, achieving 600+ reviews with an average rating of 4.9/5. - Generated several million NTD in total revenue as a side business.

- Delivered omnichannel customer support via live chat, email, and phone, ensuring timely and empathetic issue resolution. - Utilized deep knowledge of Forma’s benefits platform and internal support tools to address member inquiries efficiently and accurately. - Advised members on flexible benefits usage and product features to improve overall user experience.

- Led a team of 10–13 customer service advisors, ensuring high-quality support across live chat and email channels. - Managed team performance through coaching, regular feedback, and alignment with KPIs, attendance, and company policies. - Fostered team development and motivation through mentorship, goal-setting, and open communication. - Identified process gaps and implemented improvements to enhance efficiency and customer experience. - Analyzed performance data and collaborated cross-functionally to drive operational improvements and strategic decisions.

- Delivered timely, accurate support across live chat, email, social media, and ticketing systems, ensuring a positive customer experience. - Utilized deep product knowledge to offer personalized recommendations and drive engagement. - Represented customer feedback in product discussions, acting as a user advocate for future improvements. - Collaborated with cross-functional teams on projects aimed at enhancing the overall member experience. - Aligned with key performance metrics while maintaining flexibility for global and weekend support coverage.

- Quality Management & Audits Responsible for quality oversight, internal/external audits, customer complaint handling, and ensuring compliance with internal and international standards. - Inspection & Testing Planning Develop and execute testing plans and inspection processes to ensure consistent product quality during production. - Supplier & Component Quality Control Evaluate and audit suppliers to ensure incoming materials meet quality standards, while driving continuous improvement across the supply chain. - Issue Analysis & Process Improvement Collaborate with cross-functional teams to analyze quality issues, optimize processes, and reduce defect rates. - Standards & Training Maintain SOPs and quality documentation, and lead training programs to enhance employee awareness of quality standards and continuous improvement initiatives.

- Handle customer complaints, manage CAR disposition, and ensure timely follow-up. - Coordinate customer audits and address audit findings promptly. - Facilitate communication and coordination with customers regarding quality issues. - Conduct analysis of quality abnormalities and implement corrective actions. - Prepare regular reports and lead meetings with customers to review quality performance. - Act as the primary interface between the customer and ADATA on all quality-related issues.

- Analyzed customer satisfaction surveys and complaints, transforming feedback into actionable insights and improvement plans for management. - Monitored internal quality metrics to ensure performance met established targets and standards. - Managed technical documentation and conducted quality-related training to support operational excellence. - Participated in ISO audits and internal quality programs, including 8D problem-solving and coordination with external auditors. - Developed strong analytical and process-focused skills, with a keen ability to identify improvement opportunities and drive change.

- Efficiently resolved technical and operational issues to ensure smooth service delivery - Assessed and improved English course effectiveness through regular classroom observations - Conducted remote system and partner testing to support platform stability - Supported backend operations to enhance workflow efficiency and system reliability - Delivered high-quality partner support via live chat