With more than Ten years of progressive experience in quality assurance, program management, Tech and customer support, and AI automation. I have developed a strong ability to optimize processes, lead cross-functional teams, and deliver measurable improvements in customer satisfaction and operational efficiency.
In my most recent role as Program Manager – AI Automation Prompt Engineering at Bytedance (TikTok Shop), I led initiatives that expanded automation from manual knowledge configurations to large language models. This resulted in a 20% increase in chatbot response accuracy while ensuring alignment with business strategies and compliance requirements. Previously, as Program Manager – Quality Assurance, I developed and implemented SOPs that reduced onboarding time by 25% and delivered training programs that increased audit accuracy by 15?ross BPO partners.
Throughout my career, I have consistently delivered impact by:
Designing and refining SOPs that enhanced efficiency and boosted CSAT.
Leading QA and audit initiatives that improved partner performance by double-digit percentages.
Managing projects such as Seller Appeals and Service Hosting that directly improved customer and seller experience.
Building scalable automation frameworks to support evolving business strategies.
I am excited by the opportunity to bring this mix of operational expertise, process improvement, and AI-driven innovation. I am confident my background in both customer-facing support and strategic program management makes me well-suited to contribute to your team’s goals.
I would welcome the opportunity to discuss how my skills and experiences align with the needs of your organization. Thank you for considering my application. I look forward to the possibility of contributing to your team’s success.
