Amy Chen — 12 Years in CX,
Where Operations Meets AI
Proud mom of 2 cats · Xiaohei · Xiaoba
Proud mom of 2 cats · Xiaohei · Xiaoba
Beyond operations management, I continuously learn new skills and produce professional content. Here are a few projects I built in my spare time.
I've distilled my CX operations experience into 10+ AI skills — making expertise reusable and callable, with 500+ downloads.
End-to-end BPO consulting: vendor selection, contract governance, offshoring decisions, overseas team management
Build a CX team from scratch: in-house/outsourced/hybrid model selection, org design, HC planning
Contact volume forecasting, HC prediction, multi-shift scheduling plan generation
3-stage training material auto-generation: onboarding, on-the-job upskilling, PIP improvement. Multi-industry support.
Scripts for phone/chat/email/social — 4 channels, e-commerce/SaaS/finance and more
All-in-one performance dashboard: CSAT, response time, resolution rate — key metrics visualized
Voice of Customer analysis: topic clustering, sentiment analysis, trend tracking, action loop
QA audit in Chinese/English/Japanese/Korean: compliance risk, sentiment analysis, QA report generation
Daily CX industry updates: in-house + BPO, e-commerce/SaaS/finance/gaming coverage
All tools are WorkBuddy Skills. Search by name in SkillHub Marketplace → to install for free.
Independently designed and built a Chinese learning website for international users, covering pinyin, vocabulary, dialogue, and practice modules. Fully English UI, smooth interactions, mobile-responsive.
New account reached Level 4 in 2 weeks, 创作分 5433 (far above average for the same level).
Used AI to build a WeChat mini-program for English speaking practice. Full lifecycle from product positioning and PRD to UAT.
Over the years in this industry, my understanding of "customer service" has been repeatedly broken and rebuilt.
Early on, I thought CX was about solving problems well and managing people well — hit the three metrics (efficiency, quality, satisfaction) and you're good. Later, after leading in-house teams and taking over outsourced vendors, I realized the core tension of CX operations isn't a technical problem — it's finding the dynamic balance between cost, quality, and scale. In-house gives you control but lacks flexibility; outsourcing gives you flexibility but makes quality hard to control. This isn't a multiple-choice question; it's an operations problem that requires constant trade-offs.
What made me re-examine this industry was AI. Working on GOAT's AI reply project, I realized for the first time: AI isn't here to replace CX — it's here to free CX. Let machines handle repetitive, rule-based scenarios; let humans do what machines can't — judgment, empathy, handling exceptions. This shift made me realize that experience can be tooled and replicated. The value of a CX manager shifts from "I can do it myself" to "enabling others to do it well."
My view of the industry now is simple: the future belongs not to the cheapest BPO, nor to the best script trainer — it belongs to those who can weave human efficiency and AI capability into one rope. I'm looking for that kind of opportunity, and becoming that kind of person.
PDD Holdings · Product Dept.
GOAT · Shanghai CX Dept.
If you're looking for an operations manager who understands CX, knows how to use AI, and can lead teams — let's talk.
💬 WeChat: chenamy1992
