Eunice Chido

Client Support Specialist with over 5 years of experience in delivering exceptional customer and client service across B2B and B2C environments. Skilled in resolving complex issues with empathy and professionalism, supporting stakeholders in fast-paced contact centers and corporate headquarters. Adept at process improvement, internal collaboration, and maintaining high performance metrics, including quality, productivity, and SLA adherence.

Passionate about building trust, fostering positive relationships, and providing world-class support that drives customer satisfaction and organizational success.

Key Skills:

• Customer & Client Support – Expertise in handling inquiries, complaints, and escalations efficiently
• Incident & Issue Resolution – Skilled in analyzing, troubleshooting, and resolving complex cases
• B2B & B2C Experience – Supporting both business partners and end customers
• Communication & Interpersonal Skills – Clear, empathetic, and persuasive communication
• Process Improvement – Identifying pain points and implementing workflow enhancements
• Team Collaboration & Mentoring – Supporting peers and mentoring new team members
• SLA & KPI Management – Maintaining quality, productivity, and attendance standards
• Technical Tools & Software – Proficient in Microsoft Office, CRM, and other internal platforms
• Multilingual Support – Experience assisting clients in multiple languages using approved translation tools
• Flexibility & Adaptability – Comfortable with varying schedules, including nights, weekends, and holidays

Seller Support Associate - Incident Resolution (Remote 4 months Contract)

Emerging Travel Group

• Provide end-to-end support for B2B and B2C clients, handling incident resolution, account issues, and operational inquiries efficiently.
• Resolve complex seller and partner issues with empathy, clear communication, and problem-solving, ensuring timely first-contact resolution.
• Collaborate with internal teams across operations, logistics, and tech to escalate and resolve high-priority incidents.
• Use company-approved tools to track, analyze, and close incidents, preventing recurring issues and improving process efficiency.
• Maintain top-tier metrics in response time, quality, and customer satisfaction, consistently exceeding SLAs.
• Contribute to team success by mentoring new colleagues, sharing best practices, and fostering a collaborative, solution-focused environment

Client Support Associate, May 2023–April 2025 

(Anantara Hotels & Resorts)

• Resolved complex concerns for guests, partners, and stakeholders through empathy, active listening, and clear communication, ensuring smooth first-contact resolution.
• Analyzed recurring challenges reported to HQ, recommended workflow improvements, and streamlined communication channels, reducing response time.
• Trained and mentored new HQ support staff, accelerating their ability to meet service standards and strengthening overall team productivity.
• Consistently exceeded corporate KPIs (quality, responsiveness, and attendance) while upholding brand policies and organizational service-level agreements
• Delivered high-quality guest and client support from the hospitality headquarters, managing 50+ daily service requests while maintaining 95%+ satisfaction ratings

Customer service & Client Care Representative, Jan 2019–Dec 2022

(Hangzhou Jingmai Network Technology Co., Ltd)

• Provide support to global clients and sellers, leveraging multilingual translation tools to ensure accurate and efficient communication.
• Manage sensitive and high-priority customer cases with professionalism, adhering strictly to compliance and service-level standards.
• Partner with internal teams to resolve escalations and improve workflows, contributing to a 10% increase in customer satisfaction scores.
• Drive customer-centric solutions by gathering insights from client interactions and sharing feedback with leadership for continuous improvement.
• Contribute to a positive team environment by collaborating, sharing best practices, and maintaining a strong culture of trust and accountability.
• Recognized for consistently maintaining top-tier performance metrics and demonstrating flexibility with shifts, weekends, and holiday schedules.

Accounting Intern Mar 2018

Zhejiang Gongshang University

• Assisted with accounts payable and receivable, ensuring accurate and timely processing of invoices and payments.
• Reconciled financial statements and supported month-end closing procedures, reducing errors and improving reporting accuracy.
• Maintained organized financial records and documentation, contributing to audit readiness and compliance.
• Collaborated with senior accountants to analyze variances and provide insights for management decision-making.
• Gained hands-on experience with accounting software and Microsoft Excel, improving efficiency and reporting capabilities.

B.com Management Accounting - Sept 2016–Jun 2020

Zhejiang Gongshang University