Account Administrator at Anshe Chung Studios, LTD. (2018-10 – Present)
Second life 3D virtual world platform
- Manage daily team operations to ensure project continuity, efficiency, and full operational capacity.
- Conduct regular coaching sessions and performance reviews to ensure team alignment with client requirements and company standards.
- Train and mentor new team members, equipping them to deliver high-quality client and technical support.
- Design and implement quarterly team schedules to optimize coverage and resource allocation.
- Actively participate in strategic team meetings to drive continuous improvement and align on operational goals.
- Update and maintain product information, pricing, and client data daily across multiple company databases, websites, and external listings to ensure complete accuracy.
- Prepare daily sales reports and conduct weekly sales flow analyses to provide management with actionable business insights.
- Monitor and maintain weekly marketing advertisement traffic data utilizing advanced Excel functions for precise reporting.
- Accurately record and maintain daily business transactions for financial and operational tracking.
- Enforce strict compliance with established company standards regarding daily sales reporting, workflows, and documentation.
- Formulate and refine operational procedures and policies for products and services, including standardizing contract terms and conditions.
- Analyze client traffic and team workflows to resolve complex systemic issues, improving overall service efficiency.
- Maintain overarching accountability for the compliance and successful execution of all daily company tasks and long-term projects.
Client and Technical Support at Anshe Chung Studios, LTD. (2011-02 – 2018-10)
Second life 3D virtual world platform
- Answered client queries regarding subscriptions, billing, and account information with patience and clarity.
- Assessed the financial status of individual payers to offer appropriate, fair, and flexible payment options.
- Researched and identified prospective clients who could benefit from the company's products and services.
- Assisted in reviewing and negotiating tender and contract terms to ensure client and company needs were mutually met.
- Prepared detailed daily and weekly reports for the Account Administrator to keep leadership informed of support trends.
- Consistently adhered to company policies and maintained high-quality, accurate output across all support processes.
- Actively participated in business meetings and conferences to contribute to team goals and discuss client feedback.
Chat and Email Support at Connects Buy (Amazon.com.INC) (2010-01 – 2010-11)
- Provided reliable chat and email support, addressing a wide range of customer service inquiries with care and efficiency.
- Assisted global users and sellers with account and order queries utilizing the Amazon Seller Central platform.
- Safely processed customer refunds, generated return labels, and managed A-to-Z Guarantee claims to resolve order issues fairly.
- Managed incoming email queues and completed routine administrative tasks to help the support team meet daily goals.
- Conducted market research and competitor analysis to guide strategy and positioning.
