joshuay

-Wallet service analysis and improvement -Reduce 72% of the total withdrawal fee cost in 6 months -Increase withdrawal speed from 12 minutes to 2 minutes on average in 5 months -Standard operational procedure research and creation -Cross-team requirements for the operation team -Platform announcement standard and procedure with templates -Localization procedure improvement -OTC service procedure -Support center articles drafting and publishing(can be seen in WOO X support center) -Work with the Tech team to automate routine manual work -Build multiple tools with Google Sheets and Google app script -Participate in platform function development to provide views of Operation and -Customer Support -Led the discussion of incident compensation with the dev team and the tech team, and analyzed the raw data to provide compensation plans

-Build the support team and develop detailed instructions and processes for customer support ticket handling guilds -Led support center articles drafting, publishing, and maintaining -Led discussion of internal support tools development -Led weekly ticket-handling review -Analyze customer support's performance -Provide improvement plans to the individual -Highlighting outstanding handling in the weekly review -Present weekly performance to the management team -Train new customer supports -Reply to incoming support tickets

-Managed 3 other team leads to develop a newly created content moderation team -Develop and manage the first graveyard shift team of the company -Led 1-month training sessions onsite and online for new employees -Led underperformers' improvement camp -Create tools with Google Sheets and Google App Script for the operation, hr, and training departments -Led the communication between TaskUs, the BPO company, and the clients -Participating in multiple LOB building -Effectively assign tasks to team members to optimize productivity -Analyst data and create strategies to improve team performance -1 on 1 coaching with teammates to understand and help solve the behavior issue behind low KPI -Delivered and ensured teammates proceeded with work rules -Reporting team performance and goals weekly to the management team