Wayne Chen

Experience

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  TVBS

  Mar 2016 - May 2017

  Assistant Director
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  AccuHit 愛酷智能科技

  Jan 2021 - Nov 2023

  Select Experience：• Achieved 10% YoY growth in 1M+ member sign-ups by leading the development and launch of key digital membership features in medical e-commerce, including point collection and stock reminders, collaborating with UI/UX designers and engineers from prototype to full implementation.• Developed tailored and effective marketing strategies in the financial industry, reporting directly to the Tokio Marine Newa VP of strategy, ultimately assisting in improving the order conversion rate by 2%.• Optimized digital CRM strategy for arts and cultural organizations, driving a 233% surge in member engagement through strategic content planning.• Launched a scalable GPS check-in & rewards game, attracting 10,000+ players in one month and boosting official account engagement by 30%. Show less • Collaborated with product teams to define key problem areas, iterating on 10% of experiments over six months while conducting in-depth client needs assessments and proposing tailored solutions, resulting in a 15% increase in customer retention and driving continuous product improvements.• Designed and implemented product education programs, including 300+ pages of detailed training materials and regular online webinars for 100+ clients, effectively reducing operational inquiries and driving upselling opportunities.• Conducted in-depth client needs assessments and proposed tailored solutions, increasing customer retention rates by 15% and fostering continuous product enhancements. • Developed user feedback mechanisms and conducted competitive feature analysis, collaborating with the product team to plan and implement over 30+ customer-requested features. Show less

  • Account Manager

    May 2022 - Nov 2023

  • Customer Success Specialist

    Jan 2021 - May 2022
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  德義資訊股份有限公司

  Nov 2023 - now

  System Analyst(IBM）

  • Led 20+ executive interviews and analyzed customer experience data to identify key user pain points and business opportunities. Designing product roadmap and platform solutions that boosted revenue and cut manual maintenance by 20–40%.• Coordinated with Product Owner (PO) and Project Manager (PM) to define and deliver client-drivenrequirements, achieving 95% feature completion within a two-month sprint cycle.• Implemented GA4 digital tracking for e-commerce platforms and developed data-driven optimization strategies to enhance user engagement and conversion rates. Show less