Work experience

• Merchant Experience Partner / Account Manager, Bilingual Mandarin

  DoorDash

  2022.09-2024.09

  (2 years)

  (2 years 1 month) - Managed 3,000+ SMB merchant accounts, ensuring smooth account operations and account performance. - Provided personalized, one-on-one support to merchants, resolving complex issues across account performance, menu listings, payments, account configuration, onboarding, legal updates, fraud investigations, and technical troubleshooting to ensure smooth operations and high merchant satisfaction. - Monitored Salesforce support queues and Slack support channels to resolve inquiries from both internal and external stakeholders; collaborated cross- functionally to resolve complex escalations and ensured timely handoff of cases to appropriate teams through established escalation workflows. - Led launch readiness efforts by conducting onboarding orientations, creating merchant-facing SOPs and training materials, and educating clients on platform operations, feature rollouts, and performance best practices. - Supported high-priority escalations in collaboration with cross-functional stakeholders including Finance, Product, Sales, and Ops to identify root causes and implement scalable, long-term solutions. - Monitored merchant account performance using Sigma and Mode, identified roadblocks, policy violations, and operational inefficiencies; delivered proactive, data-driven solutions to restore performance and support account growth. - Tools used: Salesforce, Stripe, Sigma, Mode, Retool, Excel, Google Sheet, Iterable, other internal portals
• Marketing Specialist

  HungryPanda Ltd 熊猫外卖

  2021.01-2022.02

  (a year)

  (1 year 2 months) Marketing Specialist & Customer Support @ Panda Fresh - Managed 1,000+ marketing projects end-to-end, from initial conceptualizing through final implementation and live monitoring. - Achieved a remarkable 300% increase in GMV through targeted marketing strategies. · Tracked and reported on marketing campaign performance weekly to optimize current and future plans. - Coordinated with cross functional teams to successfully implement marketing campaigns. - Worked effectively under constant pressure of simultaneous projects and deliverable deadlines. - Helped customers through online chat and phone calls before/during/after purchase.
• Administrative Assistant

  Chabot College

  2017.05-2019.05

  (2 years)

  (2 years 1 month) · Effectively improved business operational process by providing comprehensive support to college administrators from 7 divisions within the department and faculties from 6 other departments. · Received and routed business correspondence to different divisions and staff members.

Educational experience

• California State University - East Bay

  Marketing/Marketing Management

  2019.01-2021.01

  (2 years)
• Chabot College

  Business Administration and Management general

  2016.01-2019.01

  (3 years)
• Chabot College

  Achievement, Management

  2016.01-2019.01

  (3 years)

Certificates