陳愛娜

CRM and Business Operations leader with 12+ years of experience managing large-scale SaaS systems, CRM operations, and cross-functional business processes in global EdTech environments. Experienced in building and scaling CRM infrastructure, workflow governance, and operational systems from the ground up, supporting international business growth across multiple SaaS platforms. Successfully scaled CRM account infrastructure from 2,400 to 75,000+ accounts while improving operational scalability, data integrity, and cross-platform consistency.

Strong background in Salesforce operations, workflow automation, system optimization, and stakeholder collaboration across Sales, Marketing, Product, Customer Success, and Engineering teams. Passionate about solving operational challenges, improving systems at scale, and building efficient processes in fast-growing global organizations.

Data Solutions Principal at Faria Education Group (2024-01 – 2026-05)

• Lead enterprise-wide CRM operations and scalable SaaS system infrastructure across global business platforms.
• Own end-to-end CRM lifecycle management including governance, workflow optimization, and operational scalability.
• Scaled CRM account infrastructure from 2,400 to 75,000+ accounts while maintaining data integrity and cross-platform consistency.
• Expanded customer data coverage from 1,200 to 8,500+ customers across CRM and product systems.
• Led Salesforce automation initiatives to improve operational efficiency and reduce manual processes.
• Defined scalable CRM data models supporting onboarding, implementation tracking, engagement monitoring, and churn management workflows.
• Collaborated with regional directors and cross-functional stakeholders across Sales, Marketing, Customer Success, Product, and Engineering to align CRM systems with evolving business objectives.
• Served as senior escalation point for CRM operations, workflow design, and system integration challenges.

Data Director at Faria Education Group (2019-01 – 2023-12)

• Led global data operations across multiple SaaS platforms including ManageBac, OpenApply, SchoolsBuddy, and Atlas.
• Managed CRM operations supporting 700,000+ users across 2,500+ customer accounts globally.
• Oversaw large-scale customer data migrations, integrations, and onboarding projects.
• Established governance standards and operational processes across global systems.
• Delivered reporting and business insights for executive and cross-functional teams.
• Collaborated closely with Product and Engineering teams on QA validation, Salesforce enhancements, system improvements, and workflow optimization.
• Improved cross-functional operational alignment between technical and business teams across multiple departments.

Data Team Lead at Faria Education Group (2014-08 – 2018-12)

• Established governance standards and operational processes across global systems.
• Delivered reporting and business insights for executive and cross-functional teams.
• Collaborated closely with Product and Engineering teams on QA validation, Salesforce enhancements, system improvements, and workflow optimization.
• Improved cross-functional operational alignment between technical and business teams across multiple departments.

Builder Team at Faria Education Group (2013-11 – 2014-07)

• Established governance standards and operational processes across global systems.
• Delivered reporting and business insights for executive and cross-functional teams.
• Collaborated closely with Product and Engineering teams on QA validation, Salesforce enhancements, system improvements, and workflow optimization.
• Improved cross-functional operational alignment between technical and business teams across multiple departments.

Sales at Travel Agency (2013-09 – 2013-11)

• Managed customer relationships, sales inquiries, and service issue resolution in a fast-paced client-facing environment.
• Achieved sales targets through consultative selling and customer engagement initiatives.

Bilingual Counselor at HR Agency (2006-01 – 2008-09)

• Provided bilingual operational and communication support across multicultural employer-employee environments.
• Managed sensitive client interactions, onboarding coordination, and conflict resolution while maintaining confidentiality and professionalism.
• Supported multilingual communication in English, Mandarin, and Indonesian across HR-related processes.

OGX - Team Leader at AIESEC (2008-09 – 2010-02)

• Led international exchange program operations including recruitment, onboarding, applicant coordination, and participant support.
• Coordinated cross-border communication with international stakeholders and exchange partners.
• Received Best Team Leader Award (Top 3 nationally).
• Participated in international NGO outreach initiatives focused on HIV/AIDS awareness and community engagement.

Bachelor of Business Administration in Business Administration and Management – Ming Chuan University (2008-09 – 2012-06)

Business Administration and Management in Business Administration and Management – National Taiwan Normal University (2007-09 – 2008-06)