Wooting Keyboard

April 2024 - February 2025, Customer Service Representative

Main Duties:

• Assisted customers in cancelling pre-orders and processing refunds promptly and accurately.
  
• Diagnosed product malfunctions, identified root cause, and proposed appropriate solutions in accordance with the warranty policy.
• Submitted shipment replacements based on troubleshooting outcomes.
• Escalating recurring product issues to the software, hardware and product design teams when trend patterns were identified.
• Utilised multiple systems including Help Scout, Shopify, Order Desk, and Notion to review and verify the stock level, payment status and delivery tracking.

Transcosmos Taiwan

February 2023 - March 2024, Customer Service Trainer

Main Duties:

• Liaising with the operations manager to determine training needs and schedule training sessions.
  
• Conducting workshops, training sessions and performance improvement plan etc.
  
• Updating and delivering CS case handling procedure, service spiel development.
  
• Reporting to client regarding CS procedure clarification.
• Collaborating and clarifying with on-site trainers to mitigate the gap with regard to service procedures and product knowledge.
• Quality assurance by monitoring and evaluating individual performance of Mandarin-speaking agents handling Email/Voice/Live Chat channels.
• Collaborating with Team Lead and QA for KPI management and improvement (CSAT/QA/FCR/SLA/AHT).
• Conversation Skill facilitation and supervision.
• Recruiting CS Team Lead and representatives. 
  

Alphabit Fintech

May 2022 - August 2022

Main Duties:

• Providing appropriate solutions to meet investors' needs, e.g. trading, staking and loans via live chat and email channels.
  
• Doing site-check regularly to ensure the statistics on the official websites display correctly.
  
• Tracking ticket status and collecting data on Jira platform.
  
• Managing Telegram group to deliver the newest update of the company and market trends.
• Reporting tech issues to the IT department.
• Other tasks assigned by the supervisor.

TaskUs

Teammate: March 2018 - July 2018

Main Duties:

• Delivering and cultivating leadership to teammates.
• Providing appropriate solutions to meet users' needs.
• Assisting teammates in properly responding to users' concerns.
• Cooperating with other team leaders to design and complete campaign projects.
• Discussing and analyzing intricate tickets to improve the teammates' product ability and experience.
• Assisting trainees in building their confidence level during the training.
• Solving teammates' concerns regarding the suggestions to the company.
• Overseeing and improving teammates' performance on a daily basis to meet monthly, quarterly and yearly expectations.
• Coordinating with other team leaders and departments to solve unexpected circumstances.

Thrive Faith Limited. / Interpreter and Supervisor (Transferred to Haiti) 

Main Duties:

• Bridging between the Taiwanese technicians and local employees to solve possible disputes and ensure both opinions could be firmly understood.
  
• Representing the company to deliver requests and negotiate with the upstream company and relevant subcontractors.
  
• Being in charge of managing local human resources to assure that employees were appropriately involved in teamwork and completed the progress of work.
  
• Reporting the daily progress of construction sites and relevant expenditures.
  
• Managing and ensuring enough stock and reporting to the purchasing department.
  
• Assisting the Taiwanese technicians in adapting to the new environment in a foreign country.
  

Working Experiences in Australia:

Main Duties:

• Participating in steps of manufacturing products: Sanding, Polishing, Waxing, Inspecting and Packing.
  
• According to orders, collecting and uploading goods with a forklift on time.
  
• Managing and ensuring enough stock in the warehouse: identified and disposed of damaged products.
• Measuring the company training program.