I’ve been in the Customer Experience industry for over 7 years. I have answered over 200 tickets in one day! Built processes and created documentation for all said processes. Evaluated up to 50 tickets in quality assurance weekly. Weekly analysis of income tickets for new trends and changes. Closely collaborated with Fraud team, Product team, and more.

Work Experience

Wish
Quality Assurance Analyst
December 2021 - August 2023

• Monitor weekly trends, analyzing 150 tickets a week
• Implemented new pick-up policy and processes to increase pick-up rates by 5%. Collaborated and created feedback loop with pick-up program
• Create a new QA process and scorecard for an experimental program
• Monthly QA of 80 tickets a month, monitoring and adhering to QA scores of 90% and maintaining CSAT

Vendor Operations Specialist
September 2019 - December 2021

• Point of contact and subject matter expert in all product and return issues
• Troubleshoot customer bugs and pain points
• Documented over 200 processes with flow charts and instructions for agent workflows
• Continuous monitoring of processes for new updates and improvements to process flows

Customer Satisfaction Specialist
January 2016 - September 2019

• Build policies and processes for agents handling 100,000 inbound tickets/week
• Answer over 100 escalated Tier 2 tickets a week
• Advocate customer pain points to appropriate leads
• Resolve customer issues through Zendesk, BBB, and internal CRM tool
• Partnered with Risk Team to identify fraud trends and escalations

Apptivo
Marketing/Channel Manager
May 2011 - November 2015

• Overseas a team of offshore workers, working closely to improve traffic and website UI.
• Create monthly email marketing campaigns to engage new and old customers.
• Brand development in social media through Twitter, Facebook, Youtube, LinkedIn, etc.

Skills

• Problem solving
• Team work
• Adaptability
• Languages
  • HTML
  • CSS
  • Javascript
  • SQL

Tools

• Google Suites
• Jira
• Zendesk
• Playvox
• Stripe
• Adyen
• Klarna

Education

• San Diego State University, 2010
  • Business Management
• Jinan University, Guangzhou, China 2009

Certification

• Excel Essential Training
• The Complete SQL Bootcamp: Go from Zero to Hero
• CSS Essential Training
• HTML Essential Training

Personal Interests

🚴🏻‍♀️ Biking
🥾 Hiking
⛺️ Camping
📚 Reading