Summary
Overview
Work History
Education
Skills
Certification
Interests
Work Availability
Quote
Timeline
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Jen Lee

Sr. Account Manager
Portland,Oregon

Summary

CX expert with 10 years of experience spanning Service Design, Customer Experience, Design Thinking, and Customer Insights. I have extensive history acting as the voice of the customer to drive common vision and collaboration. MBA degree with proven ability to manage cross functional teams in diverse geographies to deliver customer value. Seeking to leverage my expertise to help organizations bring inspiration and innovation to the world.



Overview

12
12
years of professional experience
2
2
Certifications
3
3
Languages

Work History

Sr. Seller Success Manager

Thrasio
Remote
05.2021 - 05.2022
  • Built China Seller Success team and facilitated 16 deals worth $220M with great internal feedback
  • Collaborated cross functionally to develop processes and procedures.
  • Led SS team in bridging cultural/ timezone/ language differences to fill internal gaps and to create excellent seller experience.

Marketing Manager

Simple Finance, Portland OR
Portland, OR
03.2019 - 04.2021
  • Partnered with Analytics to conduct customer research to identify target audiences. Widely published customer insights and personas caused internal shift in the value proposition. Provided strategy recommendations to Product and Marketing teams and successfully reduced paid marketing spend by 20% without impacting application volume.
  • Responsible for Simple Application ratings in Android and Apple app stores - Worked with Product, Customer Ops, and Engineering to experiment and improve Simple's App rankings. Resulted in 20 place increase (#70 to #50) and Star Ratings from 3.8 to 4.3.
  • Project managed key company initiative - Simple Community - from scratch, including ideation process, competitor analysis, and senior management approvals.

PInnovation Manager/pp/p

DBS Bank, Innovation Group
Singapore, Singapore
01.2011 - 01.2018
  • In charge of multiple new product development projects in Agile environment, including external and internal products such as Smart Buddy program, Small and Medium Enterprise Digitalization, and Customer Journey Program. The Smart Buddy Program won Best App and Best Customer Experience Award.
  • Led UX research and identified customer/employee needs through directly interview with target customers and field research.
  • Hold ideation workshops and hackathons with potential partners and customers to generate solutions. Tested assumptions via vigorous experiments.
  • Led team to design and implement Performance Management System for regional operation teams. Improved overall payment teams (dealing with 1M transactions/day) productivity and reduced 70% of processing time. Cost per transaction decreased by 16%.
  • Drove 15+ cross functional end to end customer journey improvement projects and saved 500K customer hours. DBS Taiwan won the best Banking Service Award in Taiwan.
  • Coached and trained 250+ operation members and mangers to efficiently support customers. Successfully reduced staff over time by 30% and increased overall productivity by 40%.
  • Won 2 ‘Top 5 Percent’ Performance Award, 3 DBS Spot Awards, and DBS Banking the Asian Way- Asian Innovation Team Award.

Relationship Manager

Mega International Commercial Bank, Top 10 Banks in Taiwan
Taipei City, Taiwan
01.2006 - 01.2008
  • Responsible for consumer real estate and business loans. Provide financial advice to SME & general customers. Secured $10M in loans and increased customer base.

Education

MBA - Marketing Track

HEC Paris MBA Program,
Paris

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The Johnson School, Cornell University, MBA Exchange

Bachelor of Arts -

National Chengchi University, Bachelor, Economics
Taipei
05.2001 -

Skills

    Strategic Planning

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Certification

Professional Scrum Master (PSM I) 

Interests

Diving (Advanced Open Water), traveling, teaching, and Airbnb hosting

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

To know what is right and not to do it is the worst cowardice.
Confucius

Timeline

Sr. Seller Success Manager

Thrasio
05.2021 - 05.2022

Marketing Manager

Simple Finance, Portland OR
03.2019 - 04.2021

PInnovation Manager/pp/p

DBS Bank, Innovation Group
01.2011 - 01.2018

Relationship Manager

Mega International Commercial Bank, Top 10 Banks in Taiwan
01.2006 - 01.2008

Bachelor of Arts -

National Chengchi University, Bachelor, Economics
05.2001 -

MBA - Marketing Track

HEC Paris MBA Program,

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The Johnson School, Cornell University, MBA Exchange

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Jen LeeSr. Account Manager