Work experience

• Customer Service Specialist （US / Germany)

  创客工场

  2025.02-Current

  (6 months)
• Customer Care Specialist

  Lucid Motors

  2023.08-2024.07

  (a year)

  Analyzed customer support trends and feedback, enabling the identification of key pain points; developed targeted training for the team, leading to an increase in first-contact resolution rates among 10 support agents. Delivered technical support via phone, email, and chat for vehicle-related issues, achieving an 85% first-contact resolution rate. o Key Results: Resolved escalated customer issues by finding creative solutions to meet their needs and exceed expectations. Applied user-friendly communication methods to explain complex technical processes, maintaining a 100% CSAT score. Tracked and documented recurring issues to inform product development strategies. Collaborated cross-functionally to report and resolve system bugs, aligning with product quality initiatives.
• Partner Operations Analyst

  Meta

  2021.11-2023.05

  (2 years)

  Worked collaboratively with engineering and product teams to integrate customer feedback into policy compliance efforts. Triaged and resolved stakeholder-reported issues, optimizing workflows and contributing to stakeholder satisfaction. Maintained platform safety by auditing user-generated content and achieving a 95% weekly accuracy rate.
• Assistant Manager

  Verizon

  2018.09-2020.03

  (2 years)

  Supervised customer support operations, enhancing retention rates by 20% and onboarding over 200 new clients. Streamlined operational processes by utilizing ticketing systems, improving issue resolution efficiency. Provided technical troubleshooting support, ensuring smooth device setups and addressing billing misunderstandings.

Educational experience

• Foothill College

  Associate of Science, Kinesiology

  2018.09-2025.01

  (6 years)

Languages