Aiko Lee
Houston, TX
Summary
Dedicated customer service expert with 8 years of experience enhancing client satisfaction and service delivery, proficient in conflict resolution and CRM tools.
Overview
1
1
Certification
Work History
Customer Service Representative
BrightWave Solutions
Houston, TX
5 2020 - 5 2025
- Resolved 85% of customer queries within 24 hours
- Increased satisfaction ratings by 20% quarterly
- Trained 5 new team members in service protocols
Client Support Specialist
TechGuard Inc.
Austin, TX
8 2015 - 4 2020
- Managed helpdesk tickets with 92% resolution
- Contributed to a 30% rise in customer retention
- Streamlined support processes, boosting efficiency
Service Advisor
ComNet Systems
Austin, TX
12 2012 - 7 2015
- Improved service delivery times by 15%
- Led quality audits enhancing service standards
- Established feedback loops increasing engagement
Education
Master of Business Administration - Customer Experience Management
University of Washington
Jun 2012
Bachelor of Arts - Communication
Oregon State University
Jun 2010
Skills
- Customer Relationship Management
- Conflict Resolution
- Communication Skills
- Problem Solving
- Process Improvement
- Client Engagement
- Data Analysis
- Multitasking
Certification
- Certified Customer Service Professional - Customer Service Institute
- Advanced Conflict Resolution - Conflict Resolution Academy
Languages
Spanish
Beginner (A1)
French
Beginner (A1)
Mandarin
Intermediate (B1)
Timeline
Customer Service Representative
BrightWave Solutions
05/2020 - 05/2025
Client Support Specialist
TechGuard Inc.
08/2015 - 04/2020
Service Advisor
ComNet Systems
12/2012 - 07/2015
Master of Business Administration - Customer Experience Management
University of Washington
Bachelor of Arts - Communication
Oregon State University
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