Vivian Wu
Grandville,MI
Summary
Dedicated and results-oriented Customer Service Lead with four years of proven experience in delivering exceptional IBO and Customer support.
Working with cross functional team such as Leader Growth Solution, Knowledge and Training, Amway Bonus team and Business Conduct & Rule to support IBOs/Customers.
Highly skilled and result-driven retail professional with 6 years of hands-on experience, track record of delivering excellent customer service, achieving sales goal, and contributing to a positive store environment.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Lead
Amway
06.2022 - Current
- Knowledgeable of ABO compensation plans, Amway Products, and relationship building with ABOs.
- Provide mentorship, motivate, and develop a team of 13-16 agents.
- Leveraging the Zendesk tool to analyze business trends, log in IBO/Customers interactions, and create an internal Knowledge guide.
- Employing Tableau KPI’s for the monitoring of agents’ monthly performance.
- Utilizing Tableau to analyze top 20 contacts trends from IBOs/Customers.
- Worked with cross functional partner on the Functional influencer project to reduce irritable contacts.
Customer Service Representative
Amway
08.2019 - 06.2022
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with IBOs/customers.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
Store Manager
Hollister
10.2011 - 04.2017
- Provided leadership and motivation to team members to increase productivity and efficiency within the store.
- Trained staff on proper cash handling procedures including daily deposits, credit card payments, and end-of-day reconciliation of register funds.
- Collaborated with stakeholders to develop long-term strategic plans for growth.
Education
Bachelor of Arts - Fashion Marketing And Management
Raffles Design University
Shanghai China07.2011
Skills
- Collaboration with cross functional team
- Change Management Application structured process
- Highly self -motivated and quick learner
- Proficiency in Microsoft office, Zendesk, Tableau, and Hybris
- Problem solving and communication skills
Accomplishments
- Received Exceptional Performance for 2023.
- Completed 30 days Change Management Assignment.
- Recipient of the FGM Bonus for extraordinary HW support.
Certification
- Prosci® Certified Change Practitioner
- Foundations, Data, Data everywhere(Coursera)
- Ask Questions to Make Data Driven-Decisions(Coursera)
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
Customer Service Lead
Amway
06.2022 - Current
Customer Service Representative
Amway
08.2019 - 06.2022
Store Manager
Hollister
10.2011 - 04.2017
Bachelor of Arts - Fashion Marketing And Management
Raffles Design University
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