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Definition of Reputation Credits
Joe Lu
Highly passionate regarding Start-up and technology industry.
•1.9 years experience at internet industry as a Customer Service Associate.
•Able to prioritize different tasks and work autonomously in a fast-paced environment.
•Open-minded and a team player,able to collaborate with different departments or countries.
LinkedIn:https://www.linkedin.com/in/joechen1126/ [email protected] (+886)937-305-242
Work Experience
SAT Knowledge,Customer Service & Admin Manager，2021
•Answering customers' questions by email and omnichat in a fast pace.
Deliveroo Taiwan,Customer Service Associate，2018 -2020
•Managed thousands of orders in a daily basis.Proactively tackled orders' issue faced by our stakeholders by using order tracker and contact channel,so as to make every order run smoothly until delivered.Meanwhile,managed and classified restaurants,riders and customers queries such as payments,invoices,marketing events,etc,to relevant departments and HQ team,substantially handled cases resolution by using 50% of the time,when compared to other colleagues.
•Proactively collaborate with account managers,Sales and partner service team concerning restaurants' complaints and suggestions,which reduced orders rejection rate by 10% in six months.
•Frequently utilizing phone contact to identify problems encountered by restaurants,and transferred these issues to Commercial team,so as to enhance restaurants overall satisfaction.
•Coordinated with restaurants and riders about customers' compensation,post-order issues,by utilizing 50% of the time for each case compared to previous year.
Key Achievement:
•Winner of 2019 Q2 Teal Award(best coworker at TW office)which was voted by all the employees based on my huge contribution and diligence toward the business.
•Maintain extraordinary performance and keep achieve KPI(SLA,CSAT)in every month.Resolved 40% of inbound email compared to whole team for a quarter without compromise on CSAT.
Deliveroo Taiwan,Member for Employee Social Committee，2019- 2020
•Coworking and design with other departments with each month project,such as fun friday,anniversary and Women's Day,processed teamwork spirit and can-do attitude.
Key Achievement:
•Constantly meet tight deadline,effectively executed budget management for NTD50,000 every month and conducted event survey individually,result in +MoM25% growth in participants.
Skills and language ability
Skills:Zendesk,Google Workspace,Jira,MS Office Language:Mandarin(Native),English(TOEIC:785/990)
Education
Soochow University,Bachelor of Social Work,，2013-2018
•Program of finance(Major in financial accounting,risk management,etc),2016-2018
•Leader for International Volunteer(Indonesia),2015
Central China Normal University,Exchange student in China，2015-2016
Joe Lu
Highly passionate regarding Start-up and technology industry.
•1.9 years experience at internet industry as a Customer Service Associate.
•Able to prioritize different tasks and work autonomously in a fast-paced environment.
•Open-minded and a team player,able to collaborate with different departments or countries.
LinkedIn:https://www.linkedin.com/in/joechen1126/ [email protected] (+886)937-305-242
Work Experience
SAT Knowledge,Customer Service & Admin Manager，2021
•Answering customers' questions by email and omnichat in a fast pace.
Deliveroo Taiwan,Customer Service Associate，2018 -2020
•Managed thousands of orders in a daily basis.Proactively tackled orders' issue faced by our stakeholders by using order tracker and contact channel,so as to make every order run smoothly until delivered.Meanwhile,managed and classified restaurants,riders and customers queries such as payments,invoices,marketing events,etc,to relevant departments and HQ team,substantially handled cases resolution by using 50% of the time,when compared to other colleagues.
•Proactively collaborate with account managers,Sales and partner service team concerning restaurants' complaints and suggestions,which reduced orders rejection rate by 10% in six months.
•Frequently utilizing phone contact to identify problems encountered by restaurants,and transferred these issues to Commercial team,so as to enhance restaurants overall satisfaction.
•Coordinated with restaurants and riders about customers' compensation,post-order issues,by utilizing 50% of the time for each case compared to previous year.
Key Achievement:
•Winner of 2019 Q2 Teal Award(best coworker at TW office)which was voted by all the employees based on my huge contribution and diligence toward the business.
•Maintain extraordinary performance and keep achieve KPI(SLA,CSAT)in every month.Resolved 40% of inbound email compared to whole team for a quarter without compromise on CSAT.
Deliveroo Taiwan,Member for Employee Social Committee，2019- 2020
•Coworking and design with other departments with each month project,such as fun friday,anniversary and Women's Day,processed teamwork spirit and can-do attitude.
Key Achievement:
•Constantly meet tight deadline,effectively executed budget management for NTD50,000 every month and conducted event survey individually,result in +MoM25% growth in participants.
Skills and language ability
Skills:Zendesk,Google Workspace,Jira,MS Office Language:Mandarin(Native),English(TOEIC:785/990)
Education
Soochow University,Bachelor of Social Work,，2013-2018
•Program of finance(Major in financial accounting,risk management,etc),2016-2018
•Leader for International Volunteer(Indonesia),2015