Silvia LIU
Key Member FoH
Salary / Daily rate
Freelance, open to permanent contract
Skills
Languages
About me
Intro
Trusted with leading global clients through complex onboarding, delivery, and ongoing account success in SaaS environments. A Customer Success & Operations professional experienced across SaaS, PR, and hospitality, focused on improving client experience, strengthening retention, and building scalable workflows in fast-paced, high-standard teams. Skilled in building trust with stakeholders, creating and refining SOPs, and improving operational workflows to enhance team efficiency and service quality. Background in PR & Corporate Communications (NYU), with strong cross-cultural communication skills and experience working across client-facing, detail-driven environments. 🖌️Practicing Chinese calligraphy since age 10 — a long-term discipline that reflects patience, precision, and attention to detail.
Work experience
Key Member FoH
BAO
Oct 2025 - Present
1 year 1 month
London, UK
- Systems Power User: Daily administration of system (SevenRooms/ Square POS) to manage 200+ guest profiles, validating data accuracy to support personalised service and CRM efforts. - Operational Excellence: Identified and resolved service bottlenecks to optimise table turnover and floorplan efficiency. Initiate improvements in staff training for smoother team workflow coordination during peak sessions. - Revenue Contribution & Inventory: Consistently a top sales contributor through menu-driven upselling and table management. Conduct stock reconciliation to protect margins and maintain product availability for seamless service.
Event Planner and Interpreter
Oh! Study education centerFreelance
Nov 2015 - Present
11 years
OH! Study Education Center, founded in 1995, is the biggest consulting center in Taiwan. More than 22 years, OH! Study has provided professional expertise in matching students to the best place abroad for further study. In 2005, Oh!Study established scholarship to offer more opportunities for those who pursue advanced level of study.
Front of House Member
IMA Exmouth Market, Farringdon
Dec 2024 - Jul 2025
8 months
London, UK
Recommendation Letter for Silvia- July 2025
iStaging
Jun 2020 - Jul 2024
4 years 2 months
Taipei, Taiwan
EMEA Customer Success Manager | FR-HQ Liaison
Jun 2022 - Jul 2024
2 years 2 months
Taipei, Taiwan
- Portfolio & Growth: Promoted twice within 4 years from Project Manager to EMEA Account & Customer Success Manager. Serving as a HQ liaison and trusted advisor to manage a £300K+ ARR book of business for SM business and Tier 1 leaders like LVMH (Dior, Louis Vuitton, TAG Heuer, Chandon), YSL and BNP Paribas. - Retention & Upsell: Achieved 90% retention and high client satisfaction by establishing feedback loops with key accounts, converting client pain points and evolving digital needs into service upgrade. Collaborated with Sales and pre-sales meetings to identify upsell opportunities and expansion strategy. - Onboarding & Adoption: Reduced client Time-to-Value by an estimated 20% through deploying bespoke onboarding frameworks and tailored training materials, ensuring feature adoption and immediate alignment with client usage and goals. - Technical Delivery & Cross-functional Collaboration: Led the end-to-end rollout of custom platform integrations, product feature developments and white label standardisation, acting as the main bridge streamlining between HQ Engineering and the European Sales team. #crossteam #crosscultural
EMEA Project Manager | FR-HQ Liaison
Jan 2021 - Jul 2022
1 year 7 months
HQ Project Specialist
Jun 2020 - Dec 2020
7 months
Taipei, Taiwan
At iStaging, headquartered in Taipei with liaison office in Paris, we craft immersive visualization products that help people transcend time and space. We facilitate new ideas and experiential journeys to delightful AR/VR discoveries. In 2020, our online virtual expo solution VEx is ready to break the physical limitations exhibition organizers are facing during the pandemic.
Public Relations Specialist- Content Writing
Eternal FleurFreelance
Oct 2019 - Jul 2020
10 months
New York, NY, USA
Eternal Fleur | The Ultimate Holiday Gift Guide
Public Relations Coordinator
Rio PR
Nov 2019 - May 2020
7 months
New York, NY, USA
K.Haring Glass Pipes Is an Art-loving Stoner’s Dream
Project Associate
Taiwan Tourism Bureau in New York
Jul 2019 - Dec 2019
6 months
New York, NY, USA
PR & Digital Media
Krupp Group
Feb 2019 - Oct 2019
9 months
New York, NY, USA
Krupp Group is a full-service boutique agency providing PR, influencer marketing, digital strategy, & brand consulting.
Marketing & Communication
Greenwich Village - Chelsea Chamber of Commerce
Sep 2018 - Dec 2018
4 months
New York, NY, USA
GVCCC serves as nonprofit management to support the local business growth in the community throughout Greenwich Village, East Village, Union Square, Flatiron, Chelsea, NoHo, and SoHo.
Graduate Consultant- Influencer and Media Relations
The Junkluggers
Sep 2018 - Dec 2018
4 months
New York, NY, USA
Junkluggers is a household removal service with a go green spirit to work with charities to donate & recycle furniture.
Online Editor & Translator
Dehua Tb New Decoration Material Co., Ltd.Freelance
Aug 2016 - Jul 2017
1 year
DeHua TB is the leading scale production and marketing enterprise in decorative plywood industry of China.
PR & Communications Assistant
Loewe
Feb 2016 - Jul 2016
6 months
Taipei, Taiwan
LOEWE, within LVMH, is a Spanish luxury brand founded in 1846 best known for its leather craftsmanship and is rebranded by its renown creative director Johnathan Anderson.
Education
New York University
Master of Science - MS, Public Relations and Corporate Communication
2017 - 2019
2 years 1 month
Media Relations, Corporate Communications, Communications & Management, Integrated Marketing, Crisis Communication
Fu Jen Catholic University
Bachelor of Arts - BA, English Language and Literature, General
2012 - 2016
4 years 1 month
Activities and societies: Worked also as a teaching assistant for hybrid classes (physical mixed online) on "Tourism English" & "EILTS English"