At Ubase Taiwan Co., Ltd., I direct real-time staffing across phone, chat, and email for a 90-person remote team. We’ve sustained 92–96% service levels and response rates, including 85–90% during peak traffic of up to 200 calls per hour.
At GIT International Co., Ltd., I led a 5–8 person team supporting Japanese customers and consistently met the 3-minute ASA target for text-based support. We sustained 93–95% customer satisfaction through Japanese business-honorific communication and proactive issue resolution.
I also worked as a Japanese Customer Service Representative at GIT International Co., Ltd. and as Front Desk Staff at Taichung City Hotel. I hold JLPT N1 certification, speak Japanese and Chinese, and bring experience with SLA, ASA, KPI, escalation, and remote workforce scheduling.
