Hoa Tina

Customer Success professional with 6+ years of experience supporting eCommerce merchants and SaaS products, especially within the Shopify ecosystem. Skilled in customer onboarding, issue resolution, and retention. Proven ability to handle high-volume support while meeting KPIs in response time, customer satisfaction, and quality. Seeking a remote Customer Success or Onboarding role in an international environment.

Customer Success Specialist at GEMCOMMERCE (2019-08 – Present)

• Engaged with customers through live chat to identify their needs and recommend appropriate service solutions.
• Supported global Shopify merchants using our app via live chat and email using Intercom.
• Guided customers through onboarding and product usage to improve adoption.
• Diagnosed technical issues and collaborated with developers to resolve them efficiently.
• Managed high-volume customer conversations across chat, email, and ticket systems.
• Encouraged customers to renew subscriptions and continue using the product.
• Collected customer feedback to improve product experience and service quality.
• Met KPIs including response time, ticket volume, CSAT and QA quality

English Editor at Vietnam talent training and develop limited liability company (2018-11 – 2019-05)

• Conducted market and customer research to develop content ideas
• Planned and managed the production and editing process
• Sourced and coordinated local and international resources for publication projects.
• Ensured content quality and consistency before publication
• Monitored progress to deliver projects on time

Yogi&I Coordinator (Sales & Customer Service) at Foreigner company (2017-01 – 2018-10)

• Consulted customers to understand needs and recommended suitable service packages.
• Presented product details, handled inquiries, and managed customer communication across phone and in-person channels.
• Handled sales processes, payments, and contract preparation.
• Maintained customer relationships and conducted follow-ups to ensure satisfaction and retention.
• Coordinated schedules between clients and instructors, including room and session arrangements.
• Resolved issues between clients and instructors, ensuring smooth service delivery.
• Supported internal teams and handled operational requests efficiently
• Prepared and shared room booking summaries with clubs.
• Managed data and tasks using CRM systems.
• Generated weekly and monthly reports as required by management.

English Teacher Trainee at Zenlish Eglish center 1 (2016-01 – 2017-12)

• Supported classroom activities and assisted students with their learning.
• Guided students in completing assignments and homework.
• Reviewed and checked students' work to ensure understanding.
• Identified learning difficulties and collaborated with the teacher to address them.

Bachelor of Business Administration in Tourism & Hospitality – Hanoi University of Industry (2012-01 – 2016-12)