Dedicated Customer Services Officer with 8+ years of experience delivering exceptional client support in fast-paced environments. Proven expertise in resolving 95%+ customer inquiries on first contact, improving satisfaction scores by 25%, and streamlining service workflows. Skilled in CRM systems, conflict resolution, and cross-departmental collaboration. Multilingual communicator passionate about fostering long-term client loyalty.

Learn more

• Customer Relationship Management (CRM) & Retention Strategies
• Complaint Resolution & Conflict De-escalation
• Service Process Optimization & SOP Development
• Multilingual Support (English, Mandarin, Cantonese)
• Team Training & Knowledge Sharing
• Data-Driven Customer Insights (NPS, CSAT Analysis)

PROFESSIONAL EXPERIENCE

Customer Support Specialist

E-Commerce Connect Ltd., Vancouver, Canada

Jun 2015 – Feb 2019

• Multilingual Support: Provided Cantonese/English/Mandarin support for APAC clients, resolving 1,200+ complex logistics disputes and boosting regional satisfaction by 35%.
• Knowledge Base Development: Created 50+ FAQ templates and training guides, cutting new hire onboarding time from 6 to 3 weeks.
• Loyalty Programs: Collaborated with marketing to launch a VIP customer tier, increasing repeat purchase rate by 18% in Q3 2018.

EDUCATION

Bachelor of Arts in Communication

University of British Columbia, Vancouver, Canada

Graduated: May 2014

• Relevant Coursework: Interpersonal Communication, Consumer Behavior
• Vice President, Student Customer Service Association

Diploma in Business Administration

Vancouver Community College, Vancouver, Canada

Graduated: June 2011

For more updates and details visit our Pinterest Profile!