SHU HAN CHAN

Dynamic Customer Service Specialist with a proven track record at 網絡行動科技股份有限公司, enhancing service quality through effective problem-solving and communication. Achieved a monthly resolution rate exceeding 90% while implementing CRM systems that streamlined onboarding by 30%. Skilled in multitasking and fostering strong customer relationships to drive satisfaction and loyalty.

From CRM to CX: Building User Trust Through Every Interaction Operationalizing CX Through Service Quality and Process Optimization

Customer experience is shaped not only by what a product offers, but by how well users are supported throughout their journey. With a foundation in both customer relationship management and customer service operations, I’ve had the opportunity to assist users from the moment they adopt a system to long-term daily support. My experience spans across onboarding (1-on-1 walkthrough for new users), online issue resolution, and cross-team coordination. This has equipped me with a holistic view of the user journey, allowing me to quickly understand pain points and provide support that is efficient, empathetic, and aligned with both user and product goals.

Delivering consistent CX requires more than good intentions—it needs structure. To improve service quality and user satisfaction, I introduced key tracking metrics such as First Contact Resolution (FCR), Monthly Resolution Rate, and Resolved Tickets Count, forming a foundation for ongoing performance analysis. I also collaborated with engineering and project teams to clarify responsibility boundaries, reducing user wait time and internal friction. Furthermore, I maintained and optimized internal response templates to ensure clarity, tone consistency, and speed across all user interactions.
Thanks to these efforts, our customer resolution rate remained above 90%, and we received positive feedback from long-term clients regarding the improved consistency and reliability of their support experience—an essential part of their overall product satisfaction.