Becky Yu
San Ramon,CA
Summary
Dedicated professional with demonstrated strengths in customer service and problem solving. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Detailed and process-oriented team player and capable of managing multiple priorities and working in a fast-paced environment with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Support Engineer
Blend Labs, Inc.
11.2018 - Current
- Led multiple projects by defining and streamlining support processes for new products/features and creating detailed documentation and knowledge base articles for the team. Improved customer satisfaction by promptly addressing technical issues and providing accurate solutions.
- Reduced response times by prioritizing urgent/impactful requests and escalating issues to cross-functional teams when necessary.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Implemented technical solutions using API to solve customer issues and increase satisfaction.
- Collaborated closely with cross-functional teams to validate and rollout software enhancement, ensuring seamless updates for end users.
- Conducted regular training sessions for team members to improve overall support quality and efficiency.
- Contributed to the growth of the support team by participating in the hiring process and mentoring new hires.
Tier 3 Customer Support
Fitbit Inc.
01.2016 - 10.2018
- Maintained SLA and achieving core duties metrics and quality goal at 92% above.
- Utilized critical thinking, problem-solving, active reading and researching skills to analyze and troubleshoot all-levels issues across various products and device platforms (iOS,Android, Windows).
- Worked independently and collaboratively to analyze the root cause of issues and solving problems to increase customer satisfaction.
- Be proactive and suggesting process improvement to increase customer satisfaction.
- Collaborated with Tier1/2 Support and team leads on issue/case analysis on daily basis.
- Assisted content localization needs on the new product releases/site launch/documentation promptly and effectively.
- Improved team productivity with thorough documentation of resolved issues for future reference.
Ground Service Agent
Pacific Aviation (Singapore Airlines Account)
11.2014 - 05.2015
- Upheld company standards of excellence by consistently delivering outstanding customer service and maintaining a professional appearance while on duty.
- Streamlined the check-in process for passengers by efficiently processing tickets, verifying identification documents, and answering inquiries regarding flight details.
- Reduced flight delays by promptly addressing any issues that arose before departure or upon arrival at the destination airport.
- Enhanced customer satisfaction through prompt assistance, professional demeanor, and effective communication skills.
Intern
Cohesion Inc.,
01.2014 - 07.2014
- Gained proficiency in SQL to access and manipulate relational databases
- Participated in training sessions of Data Warehousing and ETL processes to gain knowledge.
- Gained hands-on experience in designing and developing reports using BI tools such as Web Intelligence, Crystal Reports 2011, Information Design Tool and SAP Dashboard.
Education
Bachelor of Science - Information System
San Francisco State University
San Francisco, CA01.2014
Skills
- Troubleshooting skills
- Documentation
- System Configuration
- Collaborative Team Player
- Problem-Solving
- Cross-Functional Communication
- SaaS Experience
- Customer Relations
- Critical Thinking
- Certified SCRUM Master
Timeline
Support Engineer
Blend Labs, Inc.
11.2018 - Current
Tier 3 Customer Support
Fitbit Inc.
01.2016 - 10.2018
Ground Service Agent
Pacific Aviation (Singapore Airlines Account)
11.2014 - 05.2015
Intern
Cohesion Inc.,
01.2014 - 07.2014
Bachelor of Science - Information System
San Francisco State University
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