Summary
Overview
Work History
Education
Skills
Timeline
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Beck Hsu

Laguna Hills,CA

Summary

Results-driven professional with over 10 years of experience in customer service. Demonstrated expertise in customer relationship management, complemented by a strong ability to drive organizational success through strategic planning and effective execution. Proven track record in leading cross-functional teams to achieve objectives while fostering a collaborative work environment. Adept at leveraging analytical skills and creative problem-solving to optimize processes and enhance productivity. Committed to continuous improvement and professional development, with a passion for data analysis and project management. Seeking to contribute skills and knowledge to a dynamic organization that values innovation and growth.

Overview

12
12
years of professional experience

Work History

ADPS Senior Advisor

Apple, Inc.
CA
01.2019 - Current
  • Provide excellent soft skills and technical support to developers and advisors at higher management levels through phone calls and emails.
  • Connecting bridges between the upper content support and management teams regarding trending issues with each case.
  • Mentor advisors with both procedural experience and technical skills
  • Average 30 incoming calls and 30 emails per day from customers

Rotation: Customer Advocacy Annotation

Apple, Inc.
Laguna Hills, CA
08.2022 - 01.2023
  • Technical support, including service setup and product troubleshooting by chat
  • Complete Northstar with customer advocate surveys and specific questions
  • Annotate Data such as text and audio recordings with Loop and Box to improve the Machine Learning model
  • Resolved 60 technical support inquiries per day.

App Review Specialist

Apple, Inc.
Laguna Hills, CA
06.2021 - 11.2021
  • Review Apps per App Review Wiki with quality and accuracy
  • Create an Escalation ticket for Radar per guidelines or instructed
  • Generate Call tickets for the Developer Advocate team
  • Perform over 60 app reviews per day

ADPS Advisor

Apple, Inc.
Sunnyvale, CA
01.2016 - 01.2019
  • Through the Developer Administrative Tool, help China, Taiwan, Hong Kong, and Macau's App developers create, update, and maintain their accounts.
  • Provided technical support regarding app distribution process with Xcode and Application Loader
  • Support App management through App Store Connect, App testing through Test Flight, and status checks from DJ
  • Use phone and email techniques to support excellent customer service.

Sales Reps and Coordinator

Leadway International.
Hayward, CA
03.2014 - 01.2016
  • 50+ Supported accounts with order processing, WIP, and logistics
  • Provide customer service, order tracking, and shipping quotes through ecommerce
  • Personalized monthly e-newsletter and new product marketing

Lead Inventory Specialist

ASUSTek Computer Inc.
Fremont, CA
07.2012 - 02.2014
  • Managed a 4-person team about order fulfillment, inventory allocation, shipping processing, and backorder expediting

Education

Bachelor of Arts - Economics

University of California, Davis
Davis, CA
06.2011

Skills

  • Fluent in reading, writing, and speaking English, Mandarin, and Taiwanese
  • Efficiently processed orders using Tiptop, Quickbook, SAP, and MZ Support
  • Use CRM tools such as Core, Developer Admin Tool, and Northstar
  • Competent App developer tools include Xcode, App Store Connect, and Mozart
  • Knowledge of page, keynote, Excel, C & C, Python, and Apple products

Timeline

Rotation: Customer Advocacy Annotation

Apple, Inc.
08.2022 - 01.2023

App Review Specialist

Apple, Inc.
06.2021 - 11.2021

ADPS Senior Advisor

Apple, Inc.
01.2019 - Current

ADPS Advisor

Apple, Inc.
01.2016 - 01.2019

Sales Reps and Coordinator

Leadway International.
03.2014 - 01.2016

Lead Inventory Specialist

ASUSTek Computer Inc.
07.2012 - 02.2014

Bachelor of Arts - Economics

University of California, Davis

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