Ya Ting Tsai

• • Designed and standardized KPI frameworks for customer support journeys and operations, enabling consistent performance tracking and improved visibility of service quality and efficiency across teams.

• • Analyzed customer interaction and support journey data using SQL to identify root causes of repeated contacts and workflow bottlenecks, contributing to a 20% reduction in handling time.

• • Built and automated dashboards to connect operational performance with customer behavior, supporting stakeholders in prioritizing improvement areas and monitoring performance impact.

• • Supported AI-driven workflow automation initiatives by defining success metrics, monitoring operational impact, and translating performance results into actionable recommendations for stakeholders.

• • Documented KPI definitions, reporting logic, and process insights to support consistent stakeholder communication and decision-making across operational teams.

• • Developed and maintained reporting solutions to centralize and structure business data across departments, improving visibility and alignment

• • Built dashboards and automated reporting pipelines to enhance data accessibility and reduce manual reporting effort

• • Partnered with stakeholders to define and standardize business KPIs, metrics, and reporting logic

• • Translated business requirements into scalable data solutions, supporting data-driven decision-making and operational improvements

• • Delivered insights to senior leadership, bridging data analysis with business strategy and supporting decision-making.