Summary
Overview
Work History
Education
Skills
Languages
Software
Timeline
Generic

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

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