Analyze customer related data, including survey results, service usage, and reward program performance to determine customer needs and differentiate from competitors. Assist with more complicated customer service cases to retain customer loyalty. Assist with marketing campaigns to improve existing loyalty program. Provide customer service in a professional manner. Manage customer inquiries, complaints, suggestions, etc. Assist general representatives with more complicated problems, escalating to proper department(s) if needed. Handle unexpected/urgent issues such as accounts overdrawing (clients would be unable to access our services immediately, causing significant losses for both parties) on the company's behalf. Conduct /analyze surveys and report findings. Train newly hired operators, customer service representatives, and operations assistants. Improve sales rep and customer service rep training materials, including scripts, troubleshooting instructions, shipping carrier pricing or service changes, foreign customs regulation changes, system error codes and fixes, etc. Develop/translate early English user guides from Mandarin (Chinese). Monitor and report customer service rep performance.

Manage, analyze, and optimize loyalty program - doubled the cafe loyalty member count in 1 year. Carry out various marketing campaigns, including brochure, menu, and other marketing material redesign, sports game binging events, student club collaborations (8,000+ college students within 1.6 miles), holiday and seasonal promotions, gym member exclusive discounts (one gym within 79 ft. distance), karaoke nights, promotional emails, etc.

*MP Advertising is a marketing company contracted with DirecTV.