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I am a dedicated worker with a strong work ethic. Detail-oriented with excellent organizational skills is what sets me apart from other candidates. 

HIGHLIGHTS:
• Advanced proficiency in Microsoft Office and web-based platforms
• Positive nature; excellent team player but also a competent and independent worker
• Excellent communication skills – written, verbal, and electronic in Mandarin and English
• Accustomed to working in a fast-paced, high-pressure work environment; able to maintain a calm, positive attitude and enthusiasm regardless of circumstance.
• A persistent problem solver and critical thinker


Capilano University - Vancouver, Canada

Customer Service Specialist

Peter Chien

Amber Group - Amber Crypto Taipei, Taiwan

Senior Customer Service Representative

•	Answer questions regarding our SOP, banking procedures, blockchain and cryptocurrencies via email, Telegram, and live chat
•	Introduce Amber's investment products to clients 
•	Assist users with navigating the app and demonstrate the functions available
•	Test app upgrades and provide feedback to internal teams
•	Capture bugs and report them to developers
•	Troubleshoot with clients and provide technical support
•	Handle clients' feedback, suggestions and bug reports
•	Help with app content localization and translation(English and Mandarin)
•	Train new teammates and provide support via Zendesk and Slack
•	Manage and update articles in Help Centre
• 	Prepare weekly and monthly analysis reports on inquiries, help centre traffic, and team performance


• Preparing and delivering lessons to improve students' reading, writing, and conversing skills
• Tailoring teaching style following students' needs
• Tracking and reporting on students' progress
• Ensuring that equipment is in good working condition at all times
• Assigning activities to facilitate students' consolidation of learning materials


OiKid Education Taipei, Taiwan

Online English Instructor

• Supporting customer service team with incoming inquires and escalated issues via phone, email, and live chat
• Answer all the product-related inquires and help customers complete their transactions.
• Help customers track their packages and resolve shipping issues
• Process all the exchange and return requests
• Provide SOP and policy training to new team members
• Handle customer complaints and escalations
• Update FAQ and review customer service policies periodically
• Manage listings on Shopify, Amazon Seller Central, eBay, and Esty 
• Prepare weekly and monthly Analysis reports on inquiries and team performance


Jed North Apparel - Toronto, Canada

Customer Service Supervisor

• Assisting customers with online purchases and event details
• Managing orders, client database, order fulfillment, and client inquires/complaints
• Providing phone and email support to customers and event vendors 
• Managing Amex Delights website: uploading offers, editing offer information, managing system errors
• Editing HTML marketing emails
• Creating quarterly analysis report on sales, marketing email reach, and website traffic
• Analysis and evaluation of the user journey to optimize customers’ experience

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