What is CX: one-stop support for Whiteboard clients (10 Million) troubleshooting issues and inquiries.
- Expertise in iOS, Android, and Windows Whiteboard Edech solutions.
- Technical/Customer support, troubleshooting, and conducting CX training to global regions.
Bilingual: English (proficient) and Mandarin Chinese (Native)
Customer Tech support: myViewBoard Global Support CRM
1. Day-to-day, reply to tickets, and provide troubleshooting steps.
2. Resolved 1000+ CRM support tickets associated with Whiteboard products.
Azure DevOps: Report bugs and feature requests in DevOps, and facilitate bug fix or workaround.
AI database and CX Training:
1. Recognize limits through hands-on testing and provide guides for L2 Troubleshooting training.
2. Publish FAQ in the database to train AI bot that reaches our clients 24/7 in multiple languages.
Bugs report: Scenario-based testing in iOS, Android, and Web-based environements.
Remote work during COVID: Join product management meetings and report results daily.
IT Security training & Recruit:
1. Translated the course materials of GDPR and CCPA training in Litmos system
GDPR&CCPA fundamentals (2020), implemented the course frame, with 96.25% completion rate.
Anti-Phishing training (2020), with 97% completion rate of 115 employees.
2. Recruilt recruit 2-5 moderators monthly: screening via 104, interview, hiring, onboarding, equipment.
Moderation & CRM case escalation:
1. Facilitate bilingual monthly moderation meetings between CS team in S.America and T&S team in LA, USA.
2. Escalate high-risk legal cases to the Legal team and align moderation rules implemented daily.
3. Moderator KPI: calculate daily ticket numbers, and error rates (10-22%) of individual workers.
1. Manage office affairs and assist with major events such as 2018 international forums and mini workshops.
2. Escort international scholars from the US, Spain, Australia, South Korea, etc. arrange guest itineraries.
Certified Campus tour guide to provide tours to general guests, alumni, and visiting scholars; as a Teaching Assistant, I provide outdoor training to English tour guides in the Visitor Center and in Summer camps.
TOEIC: 985
IELTS: 8.0