Tzu Jou Chen
HUMBLE,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing client rapport. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Fluent in English and Mandarin
Overview
9
9
years of professional experience
Work History
Bilingual Customer Service Representative
Connexus
06.2023 - Current
- Managed approximately 50 incoming calls, emails, and faxes per day from customer
- Assisted customers with Mandarin-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in English and Mandarin.
Bilingual Customer Service Specialist
ModSquad
02.2022 - Current
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Mandarin-speaking customers.
- Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
- Accomplished multiple tasks within established timeframes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Bilingual Customer Service Advocate
UnitedHealth Group
11.2022 - 05.2023
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Mandarin-speaking customers.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
Bilingual Customer Service Representative
Wyndham Worldwide Corp
11.2022 - 02.2023
- Answered up to 50 calls per day in busy, fast-paced office for both English and Mandarin-speaking customers.
- Updated and maintained information in customer accounts.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Bilingual Customer Service Representative
SEACRET DIRECT LLC.
02.2021 - 11.2021
- Provided excellent customer care by address customers needs
- Answered up to 50 calls per day in busy, fast-paced office for both English and Mandarin-speaking customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Achieved and maintained departmental performance standards
Mandarin Chinese Teacher Assistant
Denver Language School
08.2020 - 01.2021
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, objectives and philosophies.
- Encouraged dynamic and pleasant educational environment by promoting both gentle discipline and cooperation.
- Immersed students in unfamiliar cultures by devising hands-on activities.
Flight Attendant
Trans State Airlines
03.2019 - 04.2020
- Reassured and comforted passengers during turbulent flights and unavoidable delays.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff
- Resolved problems, improved operations and provided exceptional service.
Server
Flower Pepper
05.2018 - 06.2020
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Kept register accurate through correct billing, payment processing and cash management practices.
Front Desk Receptionist
Gebhardt Bmw
06.2018 - 02.2019
- Promptly answered multi-line phone system and greeted callers enthusiastically.
- Supported customers by managing 100 calls per day efficiently while maintaining professionalism and upbeat tone.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Welcomed patrons and immediately offered assistance by asking open-ended questions.
Assistant Teacher
University Of Colorado Boulder
05.2016 - 12.2018
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Kept abreast of latest information on specific subjects and learning strategies.
- Encouraged dynamic and pleasant educational environment by promoting both gentle discipline and cooperation.
- Organized classroom library and art areas each day to keep classroom well-maintained.
- Collated classroom materials to help teachers prepare for daily instruction and activities.
- Supported classroom activities, including tutoring, grading homework and reviewing exams.
Education
Master of Arts - Music
University Of Colorado Boulder
Boulder, CO12.2018
Performance Certificate - Music
University Of Colorado Boulder
Boulder, CO05.2018
Bachelor of Arts - Music
University of Taipei
Taipei, Taiwan05.2016
Skills
- Mandarin fluency
- Conflict Resolution
- Verbal and written communication
- Guest services
- Team player
- Problem Solver
- Crew coordination
- Hospitality service expertise
Timeline
Bilingual Customer Service Representative
Connexus
06.2023 - Current
Bilingual Customer Service Advocate
UnitedHealth Group
11.2022 - 05.2023
Bilingual Customer Service Representative
Wyndham Worldwide Corp
11.2022 - 02.2023
Bilingual Customer Service Specialist
ModSquad
02.2022 - Current
Bilingual Customer Service Representative
SEACRET DIRECT LLC.
02.2021 - 11.2021
Mandarin Chinese Teacher Assistant
Denver Language School
08.2020 - 01.2021
Flight Attendant
Trans State Airlines
03.2019 - 04.2020
Front Desk Receptionist
Gebhardt Bmw
06.2018 - 02.2019
Server
Flower Pepper
05.2018 - 06.2020
Assistant Teacher
University Of Colorado Boulder
05.2016 - 12.2018
Master of Arts - Music
University Of Colorado Boulder
Performance Certificate - Music
University Of Colorado Boulder
Bachelor of Arts - Music
University of Taipei
Similar Profiles
Nicole HodgesNicole Hodges
Retail Customer Service Representative at ConnexusRetail Customer Service Representative at Connexus
JASMINE XOCHITL URBINAJASMINE XOCHITL URBINA
CUSTOMER SERVICE REPRESENTATIVE at CONNEXUSCUSTOMER SERVICE REPRESENTATIVE at CONNEXUS
Andrea PerezAndrea Perez
Verifier at ConnexusVerifier at Connexus