Summary
Overview
Work History
Education
Certification
Reference
Timeline
Generic

YUCHU HUANG

Sydney,Australia

Summary

Experienced professional with 9+ years in fintech and online investment sectors, specializing in customer service management, operational process optimization, and cross-functional collaboration. Skilled in business analysis, service quality enhancement, and system improvement initiatives. Committed to delivering operational excellence and driving user-centered service innovations through data-driven insights.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Support Supervisor

IC Markets
Sydney, Australia
06.2022 - Current
  • Supervised daily operations of customer support team, including shift scheduling, performance monitoring, and quality assurance for 25–30 agents monthly.
  • Analyzed customer service data and operational KPIs to identify gaps and recommend process improvements.
  • Led maintenance and development of FAQ database and internal knowledge base.
  • Collaborated with IT and Operations teams to streamline incident resolution workflows and client onboarding processes.
  • Produced team service performance reports and dashboards to support management decision-making.
  • Conducted requirements gathering sessions with support staff, proposing CRM system and UI/UX enhancements to improve client experience.
  • Participated in internal projects focused on workflow automation, user feedback analysis, and service optimization, achieving 70% improvement in process efficiency.

Customer Support Manager

Scope Markets
Taipei, Taiwan
08.2020 - 11.2021
  • Led recruitment, training, on-site management, and performance evaluations for Mandarin support team of 10 agents.
  • Developed KPI frameworks, incentive programs, and service quality standards to maximize team performance and client satisfaction.
  • Established operational procedures for client onboarding, withdrawal processing, and compliance checks, reducing processing time by 60%.
  • Conducted workflow analysis to improve operational efficiency and optimize resource allocation, achieving 80% overall improvement.
  • Designed and maintained centralized FAQ system and internal documentation to ensure service consistency and knowledge sharing.
  • Reported performance metrics and client feedback trends to headquarters, contributing to continuous service improvement initiatives.

Customer Support & Operations Manager

Magic Compass
Taipei, Taiwan
05.2020 - 08.2020
  • Spearheaded recruitment, training, on-site supervision, task allocation, and performance evaluation for Customer Service and Operations teams of 25-30 members
  • Developed and implemented standard operating procedures (SOPs) for reporting, tracking, and escalating technical issues from Customer Support teams, boosting resolution speed by 60%
  • Created statistical reports on technical issue trends and resolution progress, delivering actionable insights to management and IT teams
  • Designed and led training programs for management trainees, emphasizing service quality, operational efficiency, and leadership development, mentoring 3 future leaders
  • Orchestrated cross-functional meetings with Customer Support, IT, and Product Development teams to align operational requirements and drive system enhancements

Customer Support Manager

Magic Compass
Taipei & Bangkok, Taiwan & Thailand
06.2019 - 04.2020
  • Managed Customer Service teams across Taipei (20-25 members) and Bangkok (2-5 members), overseeing daily operations, task assignments, training, and performance evaluations
  • Developed and implemented KPI frameworks, management regulations, FAQ databases, and quality assurance standards for Taipei and Bangkok support teams
  • Led training initiatives to build leadership pipelines and enhance team operational capabilities
  • Procured and deployed operational tools, including Zendesk, QQ communication platforms, and virtual telephone systems, supporting Taipei and Bangkok teams
  • Collected, analyzed, and reported operational data and client feedback on a regular basis, contributing to continuous service improvement initiatives

Quality Assurance Supervisor

Magic Compass
Taipei, Taiwan
08.2017 - 06.2019
  • Developed and enforced customer service team regulations and quality assurance (QA) standards across multiple teams
  • Managed QA team of 4 members and ensured monthly performance reports for the Support (25 members) and Sales (25 members) teams were generated smoothly
  • Created, maintained, and updated internal FAQ database and knowledge management system
  • Conducted service audits, monitored KPI performance, and prepared SLA compliance reports to ensure service standards
  • Delivered business knowledge training and conducted performance assessments for Customer Service, Back Office, Development, and IT teams
  • Conducted competitor analysis and contributed to design of client engagement campaigns based on market insights

Customer Support Specialist

Goldenway Group
Taipei, Taiwan
07.2015 - 08.2017
  • Provided customer support services and resolved client inquiries and complaints
  • Conducted client follow-up to increase first deposit conversion rates by 20%
  • Promoted marketing campaigns to boost engagement and trading volume by 30%
  • Investigated trade disputes and collaborated with the technical team for resolutions

Education

Bachelor of Science - Statistics

Tunghai University
Taichung, Taiwan
06-2014

Certification

Financial Education RG146 (Granted: 20 December 2022)

Reference

Laiwan Lo

Head of Support Team, IC Markets
l.lo@icmarkets.com.au | +61 433 832 833

Timeline

Customer Support Supervisor

IC Markets
06.2022 - Current

Customer Support Manager

Scope Markets
08.2020 - 11.2021

Customer Support & Operations Manager

Magic Compass
05.2020 - 08.2020

Customer Support Manager

Magic Compass
06.2019 - 04.2020

Quality Assurance Supervisor

Magic Compass
08.2017 - 06.2019

Customer Support Specialist

Goldenway Group
07.2015 - 08.2017

Bachelor of Science - Statistics

Tunghai University

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