Kate Liu

Background

About Kate Liu

Professional Summary: Result-oriented Director of IT Services Management and Application Support with proven track records of operating best-in-class customer service call center, optimizing cost via process improvement and/or outsourcing, specializing in data-driven matrix, impactful KPI to drive optimal operation and customer satisfaction. Key Accomplishments: • Successfully transitioned Customer Support from high-cost country to centralized global Service Center in low-cost country. Optimized end to end process, compiled impactful Key Performance Indicator to achieve high performing 24*7 support team. Extended operation hours by 40%. On track to realize 37% annual cost saving. 2018 & 2024 • Established offshore contractors HR Organizational structure and business process. Successfully recruited key leadership positions; Streamlined onboarding and offboarding process, reducing critical security risks. • Integrated Envivio (acquired) support team (30 people located in 4 countries) into Ericsson global support organization, HR data and business process and ticketing system. – 2016 • Integrated Service Now ticketing system; established service level agreement data entry system, KPI (Key Performance Indicator) tracking dashboard; SLA data became visible and trackable in a single platform for the first time in Global support organization – 2015 • Launched APAC helpdesk, established performance and training matrix; within 6 months, support ticket count doubled; KPI improved 50% and customer satisfaction survey increased 20 points, the highest since – 2013 Skills and Expertise: Project Management HR Recruitment Process Improvement Service NOW System Reports / Metrics / Data Lean Six Sigma HR Business Process Logistics Management Customer Satisfaction Strategic Planning Presentation Skills Process Departmental Liaison Negotiation / Pricing Vendor Relations Employee Motivation Leadership Development Mentoring / Coaching Continuous Improvement System evaluations Work Flow Design SAP System Solution Implementation Relationship Building Strategy Development Customer Experience Procurement Consulting Cost Savings Executive Communication Interpersonal Skills Problem Solving