Shu Ju Yu, Pmp
About Shu Ju Yu, Pmp
Shu Ju Yu is a Contact Center Management Coordinator Team Lead at ASUS North America, with a background in Industrial Economics and Marketing. She has successfully implemented self-service tools and improved service metrics, demonstrating effective leadership in contact center operations.
Work at ASUS
Shu Ju Yu has been serving as the Contact Center Management Coordinator Team Lead at ASUS North America since 2014. In this role, he has been instrumental in optimizing contact center operations in Fremont, CA. His leadership has led to significant improvements in service metrics, including the consolidation of six contact centers into four, which resulted in a 43% increase in efficiency. Shu has also implemented processes that reduced call volume forecasting errors from 38% to 6.74%, exceeding the target of 10%.
Previous Experience at Pacific Northern, Inc.
Before joining ASUS, Shu Ju Yu worked at Pacific Northern, Inc. as a Senior Project Manager from 2009 to 2014 in Carrollton, TX. During his tenure, he successfully guided cost-reduction initiatives that achieved over 2% savings in indirect service costs. His experience in project management laid the foundation for his current role in contact center management.
Education and Expertise
Shu Ju Yu holds a Bachelor of Business Administration (BBA) in Industrial Economics from Tamkang University. He furthered his education by obtaining a Master of Science (MS) in Marketing from Texas A&M University-Commerce. His academic background provides a strong foundation for his expertise in business administration and marketing, which he applies in his professional roles.
Achievements in Customer Service
In his current position, Shu Ju Yu implemented self-service tools on the customer-facing website, leading to a significant reduction in call volumes by over 40% in the first year. He consistently leads teams to meet service level agreements, achieving 90% compliance with 60-second response times. His initiatives have greatly enhanced customer service efficiency and effectiveness.