Shelly Li

I’m a Help Center Lead and content-focused specialist who builds customer-facing knowledge systems that actually work. I combine translation/localization discipline with process design, so content quality, speed, and consistency move together.

At Vino Global Limited, I designed cross-functional and internal SOPs to improve workflow efficiency and team alignment, and I led monthly training sessions while developing a talent pipeline. I planned and executed quarterly content updates with task allocation, scheduling, and bilingual proofreading—revamping 300 existing articles and creating 55 new entries to improve content quality and user satisfaction.

My localization background strengthens the work from the ground up. I built a Chinese–English terminology database (500+ terms), increasing translation efficiency by ~25%, and I developed a comprehensive knowledge base while mentoring new hires. I also resolved 300+ complex customer cases with a satisfaction rate consistently above 97.5%, and I proposed product improvements that reduced repeat inquiries by 20% through collaboration with product and R&D.

Earlier, as an Editor at Shenzhen Wine World E-commerce Co., Ltd., I planned content topics and produced performance-driving articles (62 articles with 10K+ views, including multiple high-view posts), and I was promoted to oversee content quality control for a team of 20+ editors. I bring that same ownership mentality into everything I do—from SOPs and knowledge bases to bilingual transcription, subtitles, editing, and proofreading.