Customer Support at Palfish (2025-09 – Present)
Customer support specialist handling online platform requests and learning session issues.
- Handled 100+ customer requests daily via online platform
- Provided timely support for issues during learning sessions
- Managed and updated customer data
- Coordinated with internal teams to resolve incidents
Center Assistant at Language Link Academic (2023-01 – 2025-12)
Education operations specialist managing class schedules, student coordination, and exam operations.
- Managed class schedules for 20–30 classes per week, assigning teachers based on availability, student level, and class capacity
- Coordinated real-time changes such as teacher absence or student rescheduling, ensuring no class disruption
- Arranged makeup classes by grouping students of similar level and checking teacher availability and classroom slots
- Monitored class progress: tracked number of sessions completed and ensured alignment with the syllabus
- Recorded teacher attendance per session and reconciled with planned schedules
- Maintained class lists: updated student enrollment status and tracked attendance
- Handled feedback from parents/students, categorized issues, and coordinated resolution within 24 hours
- Collaborated with Customer Service team to update learning progress and support course renewal
- Maintained ~90% renewal rate by closely monitoring progress and resolving issues promptly
- Supported exam operations (Cambridge/Olympic): arranged rooms, coordinated students, and supervised exams
Content Moderator at Gear Inc. (2020-01 – 2023-12)
Content quality control specialist ensuring policy compliance and process improvements.
- Reviewed and moderated content based on established guidelines to ensure quality standards
- Identified and handled policy violations and abnormal cases promptly
- Worked under KPI targets for volume and accuracy
- Reported recurring issues and suggested process improvements
- Collaborated with team members to resolve complex cases
