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Definition of Reputation Credits
KC.Grace Lu
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)
ViewSonic, myViewBoard, CX Specialist (Jan 2022 - present)
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.
Books.com (ebook v.2), QA specialist, (Mar 2023 - Oct 2021)
Bugs report: Scenario-based testing in iOS, Android, and Web-based environements.
Remote work during COVID: Join product management meetings and report results daily.
Keeda (then Grindr), IT security trainer / Recruiter, (Jul 2019 - Oct 2021)
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.
Academia Sinica, assistant, (Jul 2016 - Dec 2018)
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.
Previous work (co-work): 創新創業教戰手冊(Steve/The Startup Owner's Manual 1e, published 2015 https://www.tenlong.com.tw/products/9789576099762)
Education Background
National Taiwan University, B.A. 2006 ~ 2011
- DFLL (majored in English with a minor in Anthropology)
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.
Taipei First Girls' High School, 2003 ~ 2006
Languages
- English (proficient)
TOEIC: 985
IELTS: 8.0
- Spanish (DELE A2)
- Mandarin Chinese (Native)
KC.Grace Lu
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)
ViewSonic, myViewBoard, CX Specialist (Jan 2022 - present)
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.
Books.com (ebook v.2), QA specialist, (Mar 2023 - Oct 2021)
Bugs report: Scenario-based testing in iOS, Android, and Web-based environements.
Remote work during COVID: Join product management meetings and report results daily.
Keeda (then Grindr), IT security trainer / Recruiter, (Jul 2019 - Oct 2021)
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.
Academia Sinica, assistant, (Jul 2016 - Dec 2018)
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.
Previous work (co-work): 創新創業教戰手冊(Steve/The Startup Owner's Manual 1e, published 2015 https://www.tenlong.com.tw/products/9789576099762)
Education Background
National Taiwan University, B.A. 2006 ~ 2011
- DFLL (majored in English with a minor in Anthropology)
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.
Taipei First Girls' High School, 2003 ~ 2006
Languages
- English (proficient)
TOEIC: 985
IELTS: 8.0
- Spanish (DELE A2)
- Mandarin Chinese (Native)