Andrew Chang
customer service
New Taipei City
Summary
Hardworking and passionate with good command of English. Thoughtful, amiable and anticipating customer needs to facilitate enjoyable experiences.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work History
Customer Care Representative
CitizenM
03.2024 - Current
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Contributed to team success, consistently achieving call center performance metrics.
Consultant
Taiwan Knowledge Bank
09.2023 - 02.2024
- Improved written materials by recommending changes.
- Managed applications for up to 25 students simultaneously.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Established strong customer relationships, building recommendations and loyalty.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Created and updated tracking spreadsheets using MS Excel.
- Created and developed detailed work plans to meet deadlines.
Specialist
Citibank
12.2021 - 04.2023
- Followed all company policies and procedures to deliver quality work.
- Entered numerical data with speed and accuracy.
- Reviewed plenty cases for loan purpose clean-up (50 cases/day).
- Produced daily and monthly reports with advanced Excel spreadsheet functions. e.g. CBC reporting, NCL summary
- Reviewed completed work for compliance with regulations. e.g. Collection QA, DSFT control
Digital Marketing Assistant
Universal EC
08.2020 - 03.2021
- Created and deployed social media content, engaged with target audiences and boosted reach with strategic ad placements.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Documented and updated customer records on Google Doc to record interactions and facilitate follow-up.
- Prepared data by compiling and sorting information.
Waiter
TTFB
06.2015 - 03.2020
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Used cash registers and credit card machines to cash out customers.
- Served beverages in bar environment.
Intern
Taipei City Hall
07.2017 - 08.2017
- Worked at the Taipei 2017 29th Summer Universiade
- Guided athletes and artists from all over the world to the stadium.
Education
Bachelor of Arts - English Literature
Soochow University
09.2015 - 05.2020
High School Diploma -
Kang Chiao International School
09.2012 - 05.2015
Overseas Study -
Fairview International School
09.2011 - 06.2012
Skills
Flexible and Adaptable
Attention to Detail
Customer Service
Problem Resolution
Languages
Chinese (Mandarin)
Native language
English
Full Professional
Software
Microsoft Office
Timeline
Customer Care Representative
CitizenM
03.2024 - Current
Consultant
Taiwan Knowledge Bank
09.2023 - 02.2024
Specialist
Citibank
12.2021 - 04.2023
Digital Marketing Assistant
Universal EC
08.2020 - 03.2021
Intern
Taipei City Hall
07.2017 - 08.2017
Bachelor of Arts - English Literature
Soochow University
09.2015 - 05.2020
Waiter
TTFB
06.2015 - 03.2020
High School Diploma -
Kang Chiao International School
09.2012 - 05.2015
Overseas Study -
Fairview International School
09.2011 - 06.2012