Daniel Simamora Committed and achievement-driven professional with a wealth of experience in the realm of customer support and service. As a seasoned Senior Customer Support Representative, I consistently showcase a proven ability to deliver precise and timely support to both team leaders and agents, thereby ensuring the seamless achievement of organizational targets and performance objectives. My steadfast dedication to ethical procedures and professional judgment empowers me to meticulously identify and address client issues, fostering positive relationships and upholding the highest service standards. Within my capacity, I have played a pivotal role in cultivating a robust and

翁宇函 Jasmine Yu Han Weng [email protected] aipei, Taiwan Education Brigham Young University - Hawaii Bachelor of Arts in International Cultural Studies Communications (Journalism / Media Production) Certificate of Digital Humanities Certificate of Strategic Communication Peacebuilding Designlab Certificates UI and UX Design Academy UX Academy Foundation UX Academy Skills Design User Experience, Interaction Design, User Interface, Digital Prototyping, Wireframing, Low-High Fidelity, Mockups. Research: User Interviews, User Testing, Information Architecture, Journey Mapping, Personas, Quantitative Analysis, Card Sorting, Competitor Analysis, Design Strategy Software Figma, Adobe Indesign, Adobe Premiere, Maze, Zendesk, Canva Language: English (Fluent) Mandarin (Native

/QC for new functionalities, deploying services, and monitoring all kinds of system alerts related to trading platforms. Coworking with cross-functional teams such as the business, marketing, developments, and infrastructure, etc. 1. Coordinating with the global Dev and Network team to provide solutions for the stakeholder. 2. Monitoring system, website and feed quotes alerts with 24x7, Zabbix, Opsgenie, and Zendesk for case management. 3. First line response to all trading system related issues with quick actions and troubleshooting to provide workarounds. 4. Azure Cloud/Devops Operati...

Instagram, YouTube. Gestion de réseaux sociaux : Facebook Business Manager, Buffer, Sprout Social, Hootsuite, Commun.it. Suites de bureautique : Suite Office (Word, Excel, PowerPoint), G Suite. Infographie : Photoshop, Sketch, InVision, Slickplan, NinjaMock, Canva. Publicité : Power Editor, Facebook Insights. Connaissance de base de AdWords. Vidéo/Webdiffusion : WeVideo, Flash Media Live Encoder, Adobe Connect. Autres : Zendesk, Eventbrite, Wufoo, Evernote, Google Drive, Dropbox, Paper, SlideShare, Zapier, Adobe Acrobat XI Pro. Expérience Soutien aux communications Ordre des travailleurs sociaux et des thérapeutes conjugaux et familiaux du Québec (JanvierAujourd'hui) Agent au s...

timely completion of assigned tickets and cases within 48 hours or as per the SLA set by the Team Leader. Service Crew • GOLDEN DONUTS SDN BHD OctoberMay 2018 Customer Representative Professional • SRG Asia Pacific Sdn Bhd OctoberJanuary 2018 Handled inbound calls for Maxis, providing assistance to customers on inquiries, ensuring First Call Resolution (FCR), documenting customers' complaints, promoting products, and following up on pending cases that has been escalated to backend team. Skills Word Canva Google Drive PowerPoint zendesk Atlassian Salesforce Google Workspace Confluence JIRA Xspace Palantir Microsoft Office Excel ios Android Languages Malay — Nativ...

Cloud Customer Service Manager New Taipei, TW | AprJun 2023 Product Management ◆ Planned the Support CRM and Customer Data Management Platform as a PdM And collaborated with four engineers and the customer service team. The initiative resulted in a 25% reduction in customer service work hours. ◆ Implemented Zendesk Chatbot and Support Center from scratch, collaborating with the Product Manager and engineers to deploy them on the official website. This led to a 10% decrease in customer complaint cases. Churn Rate Optimnization ◆ Breakdown tthw user journey (UJM) and account lifecycle, optimizing expiry notification EDM11 through

customer agreements. - Drove processes and improvements to ensure requests and orders are completed within advertised expectations. - Became proficient in the MaaS360 Mobile Device management system. - Managed customer inventory and device provisioning in-house. - Worked mainly with IOS and iPad devices - Maintained notation and documentation in the Zendesk ticketing system to manage individual customer needs and changes. - Respond to tickets via multiple methods of communication including email, web, and phone. - Managed features and maintained cellular lines via multiple carriers for smartphones, basic phones, tablets, modems, and other data devices. Assisted in the installation of