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Work Background
HiBobSenior Customer Experience Specialist
Jan. 2024London Area, United KingdomI specialize in bridging the gap between customers and technical teams, driving seamless collaboration and delivering tailored solutions to complex challenges. Highlights of my work include: -Resolved 100+ escalated cases between customers and engineering teams, reducing resolution times by 20%.
-Led a team of 5 agents, fostering growth and achieving service goals that improved customer satisfaction by 15%.
-Designed and delivered technical training for 30+ team members, enhancing expertise and customer outcomes.
-Held weekly enterprise client discussions, building trust and resolving high-priority issues effectively. By combining technical know-how with customer advocacy, I strive to create meaningful, lasting impact in every interaction.
HiBobInterin Customer Experience Engineer
Jul. 2023 - Dec. 2023London Area, United KingdomAs a Customer Experience Engineer Intern, I contributed to bridging technical and customer-facing teams by streamlining workflows, improving resolution times, and driving team productivity. My focus was on creating efficient processes and fostering collaboration to enhance the customer experience. Key accomplishments include: -Resolved 150+ escalated cases, improving issue resolution times by 25% and strengthening cross-team collaboration.
-Developed and delivered weekly training sessions, boosting technical expertise within the CX team by 35% and reducing escalations by 20%.
-Onboarded new engineers, accelerating their productivity by 50% in their first month with tailored training programs.
-Streamlined workflows between senior CX expert and CX engineers, achieving a 15% reduction in response times.
-Authored detailed platform documentation, closing knowledge gaps and enhancing troubleshooting efficiency by 30%.
-Maintained 100% SLA compliance during leadership transitions, ensuring consistent team performance and customer satisfaction. Through a mix of problem-solving, communication, and training, I supported the growth and efficiency of the CX team while ensuring seamless service delivery.
HiBobCustomer Experience Specialist
Dec. 2021 - Dec. 2023London Area, United KingdomAs a Customer Experience Specialist, I focused on delivering exceptional client support, streamlining processes, and fostering cross-departmental collaboration to improve service delivery and satisfaction. My role required both technical problem-solving and a customer-first approach to ensure seamless experiences. Key contributions include: -Provided expert support to 150+ clients monthly, maintaining 95% SLA adherence and driving a 10% improvement in customer satisfaction.
-Partnered with R&D teams to troubleshoot and resolve 50+ bugs, reducing platform downtime by 25% and ensuring smoother client operations.
-Developed and shared best practices, enhancing team workflows and achieving a 20% boost in efficiency.
-Authored a comprehensive user manual to improve interdepartmental communication, cutting response delays by 15% and streamlining collaboration. This role allowed me to merge technical insights with customer advocacy, ensuring timely solutions while enhancing team efficiency and cross-functional alignment.
ByteDanceTraining Department, Spanish Speaker Market
Feb. 2021 - Nov. 2021London Area, United KingdomAs a Training Specialist for the Spanish-speaking market, I focused on onboarding and skill development, crafting impactful training programs tailored to enhance team performance and align with business goals. My approach emphasized clarity, engagement, and continuous improvement to drive both individual and organizational growth. Key achievements include: -Successfully onboarded 50+ international hires, achieving 90% productivity within their first 30 days through structured and engaging training programs.
-Designed and delivered targeted learning initiatives, improving product knowledge by 35% and refining customer interaction techniques by 20%.
-Evaluated training effectiveness using behavioral metrics, driving a 30% boost in team performance and refining methods to meet business objectives.
-Optimized training programs by leveraging detailed product insights, increasing participant satisfaction by 25% and ensuring content aligned with market-specific needs. This role allowed me to combine instructional expertise with a strategic focus, empowering teams to deliver exceptional results in a competitive market environment.
TikTokCommunity Content Management Specialist (Latam)
Jan. 2020 - Feb. 2021London Area, United KingdomAs a Community Content Manager Specialist, I ensured compliance and efficiency in managing a high-volume content ecosystem while fostering trust and engagement within the platform’s Latam region. My role involved balancing operational precision with user-centric strategies to enhance satisfaction and retention. Key contributions include: -Maintained 99% legal compliance for 10,000+ daily content uploads, ensuring platform integrity and building user trust.
-Enhanced user retention by 15% through content strategies aligned with organizational goals and community needs.
-Resolved 200+ escalations monthly with a 98% resolution rate, contributing to a 15% improvement in account retention.
-Designed onboarding and leadership programs, boosting team productivity by 40% and supporting growth across roles.
-Streamlined content review workflows, cutting processing times by 20% and improving overall operational efficiency. This role allowed me to combine strategic content oversight with leadership initiatives, driving both platform growth and community satisfaction.
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