ZhenYuan Zhang
Dallas,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
GEICO
08.2021 - 01.2022
- Installed and configured computer systems and applications within the company
- Responded to more than 100 customer’s inquiries per day and assisted in troubleshooting and resolving challenges
- Updated actively, maintained and monitored all aspects of computer networks
- Resolved more than 50+ technical issues related to network interruptions per day
- Attended online virtual meetings with clients to analyze, troubleshoot and diagnose hardware problems
- Maintained a working log detailed all required system updates, as well as the date of completion
- Organized and file documentation pertaining to warranties and instructional guides for computer hardware
- Assisted management in creating training materials pertaining to computer troubleshooting and usage.
Customer Experience Specialist
BenQ North America
08.2020 - 08.2021
- Aligned with business unit marketing and understanding current hot topics, products, or messaging
- Maintained records of all transactions and interactions made with customers
- Communicated with 60+ customers by telephone, email, or online chat to solve technical issues per day, provide further additional information regarding products or services
- Prepared reports providing the detailed information regarding specific customer information, unresolved matters, action taken, and any relevant comments or notes
- Provided comprehensive data service to the 100+ customer and advising on available organization’s services and products
- Increased customer service level from 30 SLA to 60+ SLA in less than 6 months
Summer Learning Academy Extern
AT&T
06.2020 - 08.2020
- Acquired business and technical acumen along with personal growth and professional development across 80 hours of online learning developed to support students during the 2020 COVID-19 Pandemic
- Gained insights and advice on business, leadership, and career from business executives and recognized experts
- Completed entry-level training in human resources, finance, advertising, media and technology, communication, and leadership
- Networked with 500+ students and AT&T employees and asked questions of nationally renowned speakers.
IT Supervisor
IT Help Central, TTU
09.2016 - 12.2019
- Supervised team of 10+ to work a day-to-day call center and support ticket center to resolve customer’s day to day issues
- Managed a team of 10+ student employees schedule and shift changing of the entire team
- Increased the metric scores and customer satisfactory ratings and in a result being awarded the “Most helpful department of the year”
- Troubleshooted and escalated higher quality and complicated tickets and issues to higher management levels.
Education
M.S - Information Technology Management
The University of Texas At Dallas
Richardson, TX06.2024
B.S - Information Technology
The University of Texas At Dallas
Richardson, TX08.2021
Skills
- TECHNICAL SKILLS
- Python, Java, C Tools: MS office (Has Microsoft Excel Certification), Footprints, SQL, Tableu , ZenDesk
- Salesforce, Magento, Hubspot
- Application Installation
- Employee Computer Support
- Emergency Service Coordination
- ActiveX
- Configuring Devices
- Responding to Technical Questions
- Issue and Resolution Tracking
- Account Management
Timeline
Customer Service Representative
GEICO
08.2021 - 01.2022
Customer Experience Specialist
BenQ North America
08.2020 - 08.2021
Summer Learning Academy Extern
AT&T
06.2020 - 08.2020
IT Supervisor
IT Help Central, TTU
09.2016 - 12.2019
M.S - Information Technology Management
The University of Texas At Dallas
B.S - Information Technology
The University of Texas At Dallas
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