Skills: customer service, cross-functional collaboration, documentation, analysis, reporting.
➤ Conducted B2C service support by directly managing 50+ Skype channels, easing the load for the team, and playing a key role in enhancing service efficiency and quality.
➤ Simplified complex integration processes into streamlined documentation, empowering team members to guide customers through integrations with a clear SOP and know-how.
➤ Took the lead on revamping the monthly analysis report, reduced the completion time by 60%, as well as elevating the report’s value with more accurate insights.
➤ Optimized the deployment scheduling process by leveraging various tools, helping the team to reduce daily manual work by 20%, while improving efficiency in cross-functional communication.