Open to opportunities

R H

@rh01

Message

I build revenue-driving programs, streamline operations, and improve customer support performance.

Taiwan

Message

What I'm looking for

I'm open to relocating and looking to improve revenue, processes, and services by streamlining complex programs, building effective systems, and delivering high-impact outcomes.

At Merchbar, I direct end-to-end programs for the Industry team, managing third-party vendor relationships and platform processes that drive revenue.

I designed and launched a supplier onboarding system covering market fit, contracts, technical connections, and payments. It increased supplier partnerships fivefold in 2021 and contributed to 27% year-over-year monthly revenue growth.

I also improve promotional email performance through data analysis and cross-functional work with Revenue, Merchandising, and Customer Support. I led a Zendesk overhaul that created more accurate efficiency and productivity KPI data.

Previously at Binance, I helped establish support processes across language and cultural barriers, handled complex financial and technical cases, and progressed from Support Team Lead to QA & Training Lead. My QA scorecards and training increased team average QA scores from 62% to 91%.

Experience

Work history, roles, and key accomplishments

Current

Senior Program Manager

Current

Merchbar

Jan 2021 - Present (5 years 7 months)

Directed end-to-end programs and processes for the Industry team, driving revenue through supplier onboarding and promotional email improvements. Led a major Zendesk overhaul and defined monthly financial milestones.

Program Management Supplier Onboarding Data Analysis Cross Functional Collaboration Zendesk CRM Revenue Growth

Support QA & Training Lead

Binance

Jun 2018 - Jan 2021 (2 years 7 months)

Managed QA and training for support teams, increasing QA scores by 57% and handling high-visibility cybersecurity cases. Developed QA rubrics and trained teams across locations.

Quality Assurance Training Zendesk Team Leadership Escalation Management Cybersecurity

Support Team Lead

Binance

Mar 2018 - Jun 2018 (3 months)

Ensured SLAs and KPIs were met during shifts, assisted with escalations, and scheduled 24/7 support across three time zones. Contributed to QA rubric development and team training.

Team Leadership SLA Management Escalation Handling Scheduling Zendesk

Quality Assurance Lead

Binance

Jan 2017 - Mar 2018 (1 year 2 months)

Established and iterated on a QA program that increased monthly CSAT from 72% to 94% within the first month. Handled complex and sensitive inquiries across multiple channels.

Quality Assurance Customer Satisfaction Zendesk Telegram Twitter