Karen Wang
@karenwang1
Technical support analyst at Inventory Planner by Sage who cut response times by 50% and trained 8 new hires.
TaiwanWhat I'm looking for
At Inventory Planner by Sage, I support customers across UK, APAC, and US time zones, resolving inquiries through live chat, email, and screen-share. I reduced response times by 50%, lifted CSAT scores above 90%, and grew 5-star reviews by 20%.
I’ve trained 8 new hires and built onboarding processes, help centre articles, and internal documentation. I also bring experience in customer success and account management, and I’m ready to build a support function from the ground up.
Experience
Work history, roles, and key accomplishments
Global Technical Support Advanced Analyst
Inventory Planner by Sage
Jan 2023 - Present (3 years 9 months)
Resolved customer inquiries across UK, APAC, and US time zones via live chat, email, and screen-share. Reduced response times by 50%, lifted CSAT scores above 90%, and trained 8 new hires.
Customer Success
Inventory Planner by Sage
Jan 2022 - Dec 2024 (2 years 11 months)
Managed customer success activities for Inventory Planner by Sage, focusing on customer retention and satisfaction.
Account Executive
Sinon Corporation
Jan 2019 - Dec 2022 (3 years 11 months)
Managed accounts and drove sales for Sinon Corporation in Taipei.
Sales Executive
Aurex Industrials
Jan 2018 - Dec 2019 (1 year 11 months)
Executed sales strategies and managed client relationships for Aurex Industrials.
Assistant Store Manager
Qanter Lloyd Pty Ltd
Jan 2016 - Dec 2018 (2 years 11 months)
Assisted in store operations and management for Qanter Lloyd Pty Ltd in Melbourne.
Marketing Assistant
AMET Education
Jan 2016 - Dec 2016 (11 months)
Supported marketing activities for AMET Education in Melbourne.
Social Media Manager
Watermelon Studio
Jan 2015 - Dec 2016 (1 year 11 months)
Managed social media presence and content for Watermelon Studio on the Gold Coast.
Education
Degrees, certifications, and relevant coursework
Queensland University of Technology
Master of Marketing (Advanced), Marketing
Master of Marketing (Advanced) degree from Queensland University of Technology in Brisbane, Australia.
Tunghai University
Bachelor of Language, Japanese Language and Literature
Bachelor of Language in Japanese Language and Literature from Tunghai University in Taichung, Taiwan.
Tech stack
Software and tools used professionally
Availability
Location
TaiwanAuthorized to work in
Salary expectations
Social media
Job categories
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