Meng-Jung Lin

- Migrated legacy system to the new infrastructure to improve service reliability, reducing 20+ incidents per week - Designed new audit structure to improve reliability and accuracy, and dashboard to eliminate pinpointing time - Improved operation process and documentation completeness, reducing incident research time to a few minutes - Implemented features to handle routine incidents that once required manual

- Built software for Selling Partners and Customer Support Agents to solve their day-to-day problems - Self-service tools for resolving issues without manual assistance, reducing incoming support request cases - Tools allowing partners to reach the correct support agents, reducing turn around time by 3-5 days - Enhanced UI to improve agents workflow, reducing handling time by average 5 minutes per case - Streamlined and automated onboarding process reducing onboarding time from 1+months