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PROFESSIONAL SUMMARY Experienced program management professional with expertise in analyzing and addressing pain points in seller experience. Proven track record of leading successful programs and collaborating with cross-functional teams to drive process improvement and feature enhancements. Passionate about delivering exceptional customer service and building strong relationships with stakeholders.

EXPERIENCE

Program Manager, Notice of Infringement (NOI) Program ABC Company Dates of Employment

• Led NOI program and collaborated with local and global business/policy/product/legal teams to analyze seller experience pain
• Conducted quantitative/qualitative deep dives to surface product loopholes in support of feature enhancement, seller communication upgrade, and pilot rollout
• Identified and addressed 5 loopholes YTD
• Improved NOI enforcement strategy with the scope covering a long-standing issue called out by China Brand Owners (accounted for ~70% of Gross Merchandise Sales)

Program Manager, Voice of Seller (VoS) Program DEF Company Dates of Employment

• Developed and ran the mechanism to collect seller issues from both internal business teams and sellers directly
• Analyzed seller issues to figure out the root causes and estimated the impact
• Helped global product/program teams to better understand CN sellers' unmet needs and influence them to reflect seller's needs on their product roadmap or program improvement plan
• Facilitated business reviews to share key seller pain points, escalate the asks, and discuss corrective actions with relevant global teams
• Owned and further developed the Voice of Seller program to effectively capture CN sellers' pain points and drive improvement solutions
• Built a strong Seller Trust Program Management team by providing development support and coaching

OTHER EXPERIENCE

Sales Enablement Manager GHI Company Dates of Employment

• Delivered 5 large scale trainings to support sales team knowledge adoption
• Increased attendee turnout by 1080.3% in latest training with 700+ attendees

Process Improvement Manager JKL Company Dates of Employment

• Designed and launched issue intake channel to increase sales team's work efficiency
• Achieved 89% issue escalation success rate, surpassing goal of 80%

EDUCATION

Bachelor of Science in Computer Science MNO University Dates of Attendance

SKILLS

• Program management
• Data analysis
• Cross-functional collaboration
• Process improvement
• Customer service
• Relationship building
• Communication
• Sales enablemen