YI-CHEN CHEN

At Coupang, I lead seller service operations and turn fraud, dispute, and onboarding issues into scalable workflows. I helped reduce ticket volume by 15%, cut repeat-offender accounts by 20%, and cleared more than 1,200 pending cases within one month.

Previously at Uber, I led a seven-person remote Safety Investigation team across high-priority investigations, service quality, compliance, and escalations. I built a data-driven coaching framework that raised probationary QA scores from 75 to 90 and improved CSAT from 4.2 to 4.5.

At TaskUs, I conducted quality audits and compliance reviews for customer support and merchant onboarding, identifying recurring issues and recommending workflow improvements.

I bring people leadership, root-cause analysis, SOP design, and cross-functional stakeholder management to high-volume marketplace operations. I work in Mandarin, English, and Japanese.