Mingyuan Zhu
Rowland Heights,CA
Summary
Customer service manager with 4+ years of experience in phone, email, and chat support, known for calm problem solving, strong verbal communication, and fast complaint resolution.
Overview
1
1
Language
5
5
years of professional experience
Work History
Customer Service Manager
CWFTW LLC
Rowland Heights, CA
10.2021 - Current
- Delivered high-quality customer service to support customer satisfaction.
- Resolved customer complaints and directed complex issues to appropriate internal teams for timely resolution.
- Assisted with order problems, billing questions, and account updates for CWFTW LLC customers.
- Provided attentive support to new and long-term customers by addressing concerns and implementing effective solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Tracked service requests and followed up with customers and departments.
- Handled customer inquiries through phone, email, or chat support channels with prompt follow-through.
- Used strong communication skills to resolve product and consumer complaints.
- Kept up with company products and services to resolve complaints and concerns quickly.
- Analyzed customer feedback and complaints to identify actionable improvements in customer service processes.
- Followed quality control policies and procedures to support higher customer satisfaction.
- Built positive rapport with customers, managers, and customer service team members to support a productive work environment.
- Collaborated with senior management team members on strategies to improve overall quality of the services offered by the organization.
- Coordinated across departments to resolve complex problems requiring multiple steps or teams.
- Stayed calm and professional during stressful situations and diffused tense conversations effectively.
- Supported customer service operations for CWFTW LLC across phone, email, and chat channels.
Education
Associate of Science - Accounting
Des Moines Area Community College
Ankeny, IA12-2015
Skills
- Customer relationship management
- Order management
- Billing support
- MS Office expertise
- Schedule management
- Work prioritization
- Problem solving
- Conflict resolution
- Effective communication
Languages
Chinese (Mandarin)
Native/ Bilingual
Timeline
Customer Service Manager
CWFTW LLC
10.2021 - Current
Associate of Science - Accounting
Des Moines Area Community College