HAIXIA ZHU
YANCHENG,JIANGSU
Summary
Dynamic customer service manager with a focus on workflow management and conflict resolution. Successfully implemented training programs and analyzed customer feedback to drive service enhancements and improve team performance.
Overview
2
2
Languages
1
1
Certification
10
10
years of professional experience
Work History
Online Customer Service Manager
Xuzhou New Route International Trade Co.,Ltd
09.2024 - Current
- Led customer service team to enhance client satisfaction and resolve complex inquiries efficiently.
- Developed training programs for staff to improve product knowledge and customer interaction skills.
- Analyzed customer feedback to identify trends, implementing strategic changes to service protocols.
- Collaborated with sales and logistics teams to streamline order processing and delivery times.
Telephone Customer Service Representative
Jiangsu Baiying Information Technology
03.2020 - 09.2021
- Resolved customer inquiries efficiently through phone and email communication.
- Provided accurate information regarding products, services, and technical support.
- Maintained detailed records of customer interactions in CRM system.
- Collaborated with teams to address complex issues and enhance service delivery.
After Sales Customer Service
Xiamen Fushini Trading Co.,Ltd
08.2018 - 01.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Beautician
Jiangsu Sanru Biotechnology Co.,Ltd
10.2016 - 07.2018
- Executed various beauty treatments, including facials, waxing, and makeup application.
Education
Bachelors in Business English - English Education
Guangdong University of Foreign Languages And Trade
Guangdong Province 07-2025
Vocational High School - Computer Studies
Yangzhou Jiangdu District Commercial School
Yangzhou City,Jiangsu Province07-2016
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Decision-making
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Team building and leadership
- Effective workflow management
- MS office
- Relationship building
- Exceptional telephone etiquette
- Conflict resolution techniques
- Customer relationship management (CRM)
- Quality assurance
- Handling escalations
- Issue resolution
- Call center management
- Account management
- Staff training
- Meticulous attention to detail
- Conflict management
- Customer retention
- Training and coaching
- Product knowledge
- Work prioritization
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- CPM - Certified Professional Manager
Languages
English
Professional Working
Chinese (Mandarin)
Native or Bilingual
Timeline
Online Customer Service Manager
Xuzhou New Route International Trade Co.,Ltd
09.2024 - Current
Telephone Customer Service Representative
Jiangsu Baiying Information Technology
03.2020 - 09.2021
After Sales Customer Service
Xiamen Fushini Trading Co.,Ltd
08.2018 - 01.2020
Beautician
Jiangsu Sanru Biotechnology Co.,Ltd
10.2016 - 07.2018
Bachelors in Business English - English Education
Guangdong University of Foreign Languages And Trade
Vocational High School - Computer Studies
Yangzhou Jiangdu District Commercial School